Serve as a senior subject-matter expert for Coinbase's highest-value customers, owning complex relationships end-to-end. Resolve escalated issues cross-functionally, drive onboarding and product adoption, mentor junior Concierge agents, surface customer feedback to improve processes, and act as primary escalation for incidents and recovery strategies.

Own end-to-end relationships for high-priority institutional clients on Coinbase Prime, driving adoption, retention, and revenue across custody, trading, staking, and stablecoins. Coordinate onboarding, integrations, and cross-functional issue resolution; lead product demos and technical walkthroughs; manage CRM pipeline and surface client feedback to shape product roadmap and identify upsell opportunities.