Member of Protocols - Client Success & Operations Manager, Token Vesting

Technical Skills:

• Drive operational and data execution — take in client spreadsheets, act as a temporary data admin, and upload, review, and validate client data for accuracy.
• Build and configure the series of complex APIs that connect the platform to clients' custody accounts.
• Communicate client reported bugs / needs directly with engineering team as primary point of contact.

Complexity and Impact of Work:

• Lead a portfolio of protocol clients across both pre and post TGE.
• Manage ongoing operational needs — data changes, adding users, bug fixes, and other day-to-day requests — with rigor across a portfolio scaling toward ~25 companies / ~2,000 users.

Organizational Knowledge:

• Collaborate with the broader organization and engineering to own client requests, feature requests, and bug resolution.
• Deliver status updates back to clients and coordinate with sales to identify and convert investor prospects.

Communication and Influence:

• Listen to clients through a high cadence of meetings (typically 10–20 in the first quarter of a new engagement), surfacing issues early and discovering new opportunities.
• Contribute commercial impact by upselling investor-facing products and expanding existing relationships.
• Coordinate with existing CX, Custody, and Protocol team members for a mix of integrated service delivery.