Partner Experience Associate

Reports To: Manager of Partner Experience and Chief Revenue Officer (CRO)

The Partner Experience Associate at Koin supports the client lifecycle by delivering high-quality service, relationship management, and operational support to ensure a seamless client experience. This role partners closely with the Manager of Client Relations, Sales, and cross-functional internal teams to assist with onboarding, ongoing account management, and day-to-day client needs.

The Partner Experience Associate plays a key role in maintaining client satisfaction, supporting retention efforts, and identifying opportunities to enhance the client experience in a fast-paced, technology-driven environment. This position is ideal for a client-focused professional looking to grow within Fin Tech, payments, and SaaS.

In-person in Las Vegas, NV, 89103:
Reliably commute or plan to relocate before starting work (required).

• Support the management of client relationships by assisting with onboarding, training, and ongoing account support.
• Serve as a primary point of contact for day-to-day client inquiries, ensuring timely responses and resolution.
• Assist in maintaining strong client relationships by understanding client needs and ensuring satisfaction with Koin’s products and services.
• Coordinate with internal teams (Sales, Product, Operations, Compliance) to ensure client requests and issues are addressed efficiently.
• Support the onboarding process by helping ensure smooth transitions from sales to active client status.
• Track client interactions, updates, and activity within CRM systems to ensure accurate and up-to-date records.
• Assist with preparing materials for client meetings, business reviews, and check-ins.
• Monitor client usage and feedback, escalating concerns or risks to the Manager of Client Relations as needed.
• Help identify opportunities for upsell, cross-sell, and account expansion by flagging client needs and trends.
• Support retention initiatives by ensuring clients receive consistent value and understand available solutions.
• Assist in gathering and organizing client feedback to share with product and leadership teams.
• Participate in client meetings, demos, and calls as needed to support relationship management efforts.
• Represent Koin professionally in all client communications and interactions.

• Bachelor’s Degree in Business, Communications, Technology, or a related field preferred.
• At least 3 years of experience in client relations, customer success, account management, sales support, or a related role.
• Interest in or exposure to the payments, Fin Tech, SaaS, or gaming industries.
• Familiarity with CRM systems such as Salesforce, Hub Spot, or similar platforms.
• Strong communication skills with the ability to explain information clearly to clients with varying levels of technical knowledge.
• Highly organized with strong attention to detail and the ability to manage multiple priorities.
• Proactive, service-oriented mindset with strong problem-solving skills.
• Ability to work collaboratively in a fast-paced, cross-functional environment.
• Comfortable supporting revenue-driven teams and contributing to client retention and growth initiatives.

Koin is committed to building a diverse workforce. As an equal opportunity employer, we believe merit is everything and we consider qualified candidates without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, political views or activity, or other applicable legally protected characteristics.