About The Role
The Client Operations Analyst will report to the Global Product Operations Team Lead at Kaiko and will have the following Missions & Responsibilities:
Technical Account Management: build and maintain relationships with existing clients by collaborating with external teams to facilitate client initiatives and identify new business opportunities,
Client Support: engage with clients and internal stakeholders to promote effective implementation and usage of products. As part of the support function, client operations analysts collect feedback from clients, partners, and sales directors, and relay it to internal product managers to facilitate continuous product and service improvements,
DevOps: build and delivery custom client-specific solutions beyond standardized product offerings to directly address client use-cases.
Production Monitoring: Build, maintain and enrich the monitoring framework, react to alerts generated by such monitoring, support deliveries and product improvements through supplemental documentation, arbitration, and testing; For new Products: support marketing launch through dedicated case studies and go-to-market strategy development with sales; and ensure Client Operations readiness for new products. For production fixes: communicate around updates and resolution, produce resolution client operational communication, conduct post-mortem when applicable,
Solution Engineering: work closely with the Revenue team to support the sales cycle by confirming solutions with prospects by combining Kaiko data products and delivery channels to address client needs and use cases.
Collaborate closely with both internal and external stakeholders towards a successful solution design
Support Sales in building the client proposals
About You
Bachelor’s degree in finance, economics or related area preferred
A driven individual who is genuinely curious, reliable, and trustworthy
High energy, comfortable communicating on phone and video calls, and ability to effectively manage objections in client relationship
Excellent written and verbal communication skills.
Creative problem-solving skills, and ability to diagnose issues and develop solutions
Diligence, attention to detail, multi-tasking and prioritization are keys to success in this role
Strong sense of urgency and ability to meet short deadlines
Ability to work both independently and within a team environment, with focus and high attention to detail
Drive to exceed goals and motivated by achieving measurable results
Positive, energetic, and relentless attitude for success
Skills Required
- Bachelor's degree in finance, economics, or related area
- Strong written and verbal communication skills
- Experience in client support or technical account management
- Ability to diagnose issues and develop solutions (technical troubleshooting)
- Experience with production monitoring, incident response, and post-mortems
- Experience delivering custom client-specific technical solutions (DevOps/Solution Engineering)
- Attention to detail, multi-tasking, prioritization, and meeting short deadlines
- Comfortable communicating via phone and video calls and managing client objections
- Ability to work independently and in a team environment
What We Do
Founded in 2014, Kaiko is a global Fintech company and a leading source of cryptocurrency market data, analytics, indices, and research. It provides institutional investors, financial services firms, and regulators with industrial-grade, regulatory-compliant data to navigate digital asset markets. Its mission is to serve as a primary access point for market information, bridging traditional and blockchain ecosystems to support the growth of the digital finance economy.
