Customer Success Manager – 100% remote

Responsibilities Establish clear retention goals and process milestones for the client and employees to work toward Assist our clients as needed with onboarding, our service offerings, maximizing th

Responsibilities

  • Establish clear retention goals and process milestones for the client and employees to work toward

  • Assist our clients as needed with onboarding, our service offerings, maximizing their advisory service usage and ensure 100% client satisfaction.

  • Upsell services and products with brand image and promote value through customer experience.

  • Assist in creating training courses and educational materials for all stakeholders internal and external.

  • Review customer complaints and concerns and seek to improve all aspects of the customer experience.

  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best way of servicing their needs

  • Optimize existing processes within the company and actively enhance all Customer Success initiatives


Qualifications

  • Exceptionally detail oriented

  • 1-3 years of experience working within the blockchain or cybersecurity industry

  • 2-4 years of experience in customer service or customer success position preferred

  • Experience working with brand image and promoting value through customer experience

  • Exceptional ability to communicate and foster positive business relationships

  • Experience using project management software, slack, telegram, discord are preferred.

  • Experience in managing a diverse group and training each according to company standards

  • Ability to establish milestones and keep all team members on task

  • Experience analyzing and optimizing the existing processes in the Customer Success department

  • Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed


Bonus Points

  • Speaking and writing more than one language. We currently have clients that also speak French, Mandarin, Spanish, Turkish

  • Experience with cybersecurity fundamentals

  • Experience working with code

  • Being a “crypto-native”

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