Kraken logo

Manager - Account Management


Job description

Kraken is changing the world. Join the revolution!

Our mission is to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. Founded in 2011 and with over 4 million clients, Kraken is one of the world’s largest, most successful bitcoin exchanges and we’re growing faster than ever. Our range of successful products are playing an important role in the mainstream adoption of crypto assets. We attract people who constantly push themselves to think differently and chart exciting new paths in a rapidly growing industry. Kraken is a diverse group of dreamers and doers who see value in being radically transparent.

In less than a decade Kraken has risen to become one of the best and most respected crypto exchanges in the world. We are changing the way the world thinks about money and finance. The crypto industry is experiencing unprecedented growth and Kraken is leading the charge. We’ve grown from 70 Krakenites in January 2017 to over 1200 today and we have no intention of slowing down.

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.


  • 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


  • 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.
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 We’re excited to see what you’re made of.  

Learn more about us

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About this role

Apply before

August 16th, 2021

Job posted on

March 19th, 2021

Job type

Full Time

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About the company

Based in San Francisco, Kraken is the world’s largest global bitcoin exchange in euro volume and liquidity. Kraken’s clients also trade USD, CAD, ETH, XRP, LTC, and other digital currencies, on a platf...
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