manager - account Management - emeaKraken

About Kraken
Our mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. In our first decade, Kraken has risen to become one of the largest, most successful and respected crypto exchanges in the world.
We are changing the way the world thinks about finance and our range of successful products are playing a critical role in the mainstream adoption of crypto assets. We continue to trail-blaze into new territory with the introduction of Kraken Bank, providing a more seamless integration between crypto and the traditional financial system. This makes us the first crypto company (ever) to be awarded a U.S. state banking charter.
Our diverse group of 2,000+ Krakenites are distributed all over the world, united by a shared passion for delighting customers, upholding crypto values and achieving our meaningful mission. We attract people who push themselves to improve, are radically transparent and think differently in order to unlock their potential.
Crypto is a rapidly evolving industry and we're just getting started. We're growing fast and you're invited to join the revolution!
About the Role
In this position you are going to manage around 10 remote Account Managers and are directly responsible for the day to day operations of the Account Management team. Your personality, work ethic, strategic insight and ability to motivate others will have a huge impact on the entire function and on the company at large. You are focused on the big picture while also having extremely strong attention to detail. You are comfortable providing feedback and are passionate about developing your direct reports' strengths and talents. You are not afraid of public speaking, connecting with other people and spotting opportunities for our business while always being aware of the many security risks that you and your team are exposed to. You are very ambitious and committed to the goal of turning Kraken into one of the world's leading companies. This means that you care deeply about cryptocurrencies and that you are following industry developments closely. You are an independent and original thinker who is not afraid of reasoning to conclusions that others may disagree with. Despite this independence you are a team player and willing to accept feedback. You have exceptional leadership skills and the ability to move and inspire others.
Responsibilities
Managing up to 10 Account Managers in the EMEA region.
Weekly 1 to 1s with your direct reports via video conference
Tracking individual and team performance against a broad range of KPI's
Creating reports on team performance and revenue generation for executives.
Attend company meetups to meet and bond with your team members
Assist your direct reports with solutions for complex client issues and escalations
Ensures that Account Managers meet the ongoing needs of VIP clients and prospects while accomplishing individual and team revenue goals
Mentor and guide your direct reports in the best practices for client retention and up-selling across our product lines.
Work closely with other functions within Kraken to ensure the full value of Account Management is utilized.
Track client satisfaction through surveys and other initiatives
Requirements
You think you have the potential to be one of the Top 50 managers in the entire industry
You feel you would be exceptional at coaching, mentoring and developing your direct reports
You are outstanding at delegating work to employees, tracking their progress and providing constructive feedback
You are committed to maintaining and increasing the quality of the Account Management team
You can think holistically and strategically about Kraken's success, how Account Management can contribute to it, and then drive that success
You can address problems with work quality, issues between employees and other concerns in an effective, timely manner
You are able to defend your own vision for Kraken's success
Must be available to work on nights and weekends
You want to serve 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
You will assist 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 passion for cryptocurrency
Knowledge and experience with trading platforms
Experience working with VIP clients and providing best in class service
High level excel skills.
Location Tagging: #EU
We're powered by people from around the world with their own unique backgrounds and experiences. We value all Krakenites and their talents, contributions, and perspectives.
Check out all our open roles at https://www.kraken.com/careers. We're excited to see what you're made of.
Learn more about us
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