Summary
Overview
Work History
Education
Skills
Timeline
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MARCIO G. VENTURA

Fairfield,CT

Summary

Experienced client operations and relationship management professional with six years in crypto and fintech sectors. Expertise in managing relationships with integration partners and institutional clients, focusing on API-enabled business models and regulatory compliance. Developed AI-powered workflow automation through integration of Claude API with Salesforce and Slack. Fluent in Portuguese and Spanish.

Overview

6
6
years of professional experience

Work History

Client Experience Specialist · Client Operations & Relationship Management

Anchorage Digital
10.2024 - 04.2026
  • Managed operational relationships with institutional clients and integration partners — developing deep understanding of how each client leveraged Anchorage Digital's products, API integrations, and custody infrastructure to serve their businesses and end customers, with a white-glove service standard across all touchpoints.
  • Acted as primary point of contact for technical escalations — managing high-priority incidents and cross-organizational dependencies through resolution, partnering with product and engineering to diagnose issues related to custody, staking, trade porting, API connectivity, and entity-level account configurations.
  • Served as primary contact for technical escalations — managed high-priority incidents and cross-organizational dependencies, partnering with product and engineering to resolve issues related to custody, staking, trade porting, API connectivity, and entity-level account configurations.
  • Leveraged cross-segment expertise across institutional and retail crypto landscapes — supported protocol clients during token generation events (TGEs) and token vending arrangements, while anticipating partner needs and advocating for product enhancements to serve a diverse user base.
  • Led requirements gathering and co-developed an AI-powered automation tool integrating the Claude API with Salesforce and Slack — enabling automated inquiry routing, workflow triage, and CX team efficiency gains across the integration partner model.
  • Functioned as Voice of the Customer — synthesized partner and client feedback into structured product enhancement requests, maintaining the Book of Work for bespoke technical priorities in collaboration with Sales, Relationship Management, compliance, and legal teams.
  • Shared status updates and aligned with internal stakeholders and integration partners — tracked and communicated organizational goals, deadlines, and client commitments across cross-functional teams.
  • Remote

CX Operations Manager

Zebedee
02.2024 - 10.2024
  • Built the Customer Experience organization from zero — established multi-channel support infrastructure (email, live chat, support tickets) and deployed AI chatbot automation to handle tier-1 inquiry volume at scale.
  • Partnered with product and engineering to surface CX insights into roadmap prioritization — improved user experience and reduced repeat contact rates through data-driven service redesign.
  • Designed and implemented staff training programs for customer communication platforms, enhancing response times and service quality.
  • Developed Bitcoin Lightning Network for gaming and payment transactions.
  • Remote

CX Product Consultant

CoinTracker
01.2024 - 10.2024
  • Provided strategic CX advisory by translating user behavior and support patterns into actionable product feedback, influencing roadmap decisions for leading crypto-native platform.
  • Managed crypto tax compliance for clients
  • Remote

Program Manager

Binance.US
11.2022 - 09.2023
  • Managed portfolio of regulatory and operational programs across major U.S. crypto exchange, coordinating development, finance, compliance, marketing, and legal teams to ensure timely delivery within regulatory requirements.
  • Identified program-level risks and devised mitigation strategies; maintained awareness of evolving crypto regulation; mentored project managers to enhance team capability in rapidly scaling organization.
  • Led cross-functional teams to enhance project efficiency and ensure alignment with strategic objectives.
  • Developed and implemented project management frameworks to streamline operations and improve team collaboration.
  • Oversaw execution of product roadmaps, coordinating with stakeholders to prioritize deliverables and timelines.

Business Process Manager

Binance.US
04.2022 - 11.2022
  • Redesigned cross-departmental operational processes to enhance efficiency and align organizational goals through effective stakeholder engagement and change management.
  • Led cross-functional teams to streamline operational workflows and enhance process efficiency.
  • Developed and implemented process improvement strategies that reduced bottlenecks in service delivery.
  • Analyzed data to identify trends, facilitating informed decision-making for process optimization initiatives.

Product Specialist · Customer Success Manager · Account Representative

Binance.US
08.2020 - 04.2022
  • Progressed through three roles with increasing scope—led Risk and KYC teams as CSM, developed product expertise across DeFi, spot, derivatives, OTC, and trading bot product lines as Product Specialist, and coached four junior team members to enhance team capabilities.

Education

B.A. - Cognitive Psychology

Charter Oak State College
01-2019

B.A. - Liberal Arts / Psychology

Eastern Connecticut State University

Criminal Science

Norwalk Community College

Skills

  • Partner management
  • API integration
  • Financial Product Knowledge
  • Client Compliance Management
  • Stakeholder collaboration
  • Client onboarding
  • Crypto expertise
  • Languages: English (native)
  • Portuguese (fluent)
  • Spanish (fluent)

Timeline

Client Experience Specialist · Client Operations & Relationship Management

Anchorage Digital
10.2024 - 04.2026

CX Operations Manager

Zebedee
02.2024 - 10.2024

CX Product Consultant

CoinTracker
01.2024 - 10.2024

Program Manager

Binance.US
11.2022 - 09.2023

Business Process Manager

Binance.US
04.2022 - 11.2022

Product Specialist · Customer Success Manager · Account Representative

Binance.US
08.2020 - 04.2022

Criminal Science

Norwalk Community College

B.A. - Liberal Arts / Psychology

Eastern Connecticut State University

B.A. - Cognitive Psychology

Charter Oak State College
MARCIO G. VENTURA