Senior Manager, Account Management

Building the Future of Crypto

Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.

What makes us different?

Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.

Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission.

As a fully remote company, we have Krakenites in 60+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Kraken NFT, and Kraken Futures.

Become a Krakenite and build the future of crypto!

Proof of work

The Team

In this position you will directly manage a best in class team of up to 10 of Kraken’s remote Account Managers based in the EMEA region. You will be responsible for the day to day operations of this Account Management team, with the expectation that your personality, work ethic and strategic insight will motivate and enable our AMs to have a huge impact on the success of Kraken.

This role will suit an ambitious crypto head that is deeply committed to the goal of supporting Kraken’s development into one of the world's leading companies. This means that you are passionate about crypto, and that you are always following industry developments closely. Krakenites are independent and original thinkers who are not afraid of reasoning to conclusions that others may disagree with. With this independence of thought you must also be a team player who accepts feedback as intended, whilst demonstrating exceptional leadership skills, and the ability to inspire others.

The Opportunity

• Direct management of up to 10 Account Managers in the EMEA region.

• Ensure that Account Managers meet the ongoing needs of VIP clients and prospects while accomplishing individual and team revenue goals

• Mentor, coach and guide your direct reports in the best practices for client retention and upselling across our product lines

• Conduct weekly 1-to-1s with your direct reports

• Track individual and team performance against KPIs

• Create reports on team performance and revenue generation for executive stakeholders

• Attend company meetups to develop unity within your team

• Work with your team to identify solutions for complex client issues and escalations

• Partner closely with other functions within Kraken to ensure the full value of Account Management is realised

• Track client satisfaction through surveys and other initiatives

Skills you should HODL

• At least 7 years+ of account management experience

• Minimum of 2+ years of experience managing Account Managers

• Deep knowledge and passion for crypto

• Experience working with VIP clients and providing best in class service

• Proven coaching and mentoring skills

• Ability to delegate well, track progress, advise and mentor to improve performance

• Think holistically and strategically about Kraken's success, how Account Management can contribute, and then help to drive this

• Able to quickly identify and properly address problems with work quality, speed of delivery or internal relationships

• You are able to defend your own vision for Kraken's success

• Available to work nights and weekends if and when required

• Act as a link between AM’s, Managers and Directors of Client Services.

• You are comfortable conducting performance reviews, motivating team members and creating strategies to boost productivity

• Assist and play a leading role in the hiring process for new team members as requested by the recruiting team or your Manager

• Experience with KPI and performance reporting

• Knowledge and experience with trading platforms

Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto!

As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

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