Project Manager – Customer Success

Founded in 2014, Ledger is a leader in security and infrastructure solutions for cryptocurrencies and blockchain applications. Headquartered in Paris, we have a factory in Vierzon and offices in Montp

Founded in 2014, Ledger is a leader in security and infrastructure solutions for cryptocurrencies and blockchain applications. Headquartered in Paris, we have a factory in Vierzon and offices in Montpellier, Grenoble, London, Portland, New York, and Singapore. Today, we’re a team of 500+ professionals, developing the products and services to safeguard cryptocurrency assets for individuals and companies alike – including our hardware wallets already sold to more than 4 million customers in 165 countries.

The Customer Success Operation team is growing! In order to continuously improve the efficiency of our best care on WEB3.0, we are recruiting and creating a dedicated position in France. Your goal will be to deliver high-impact projects that will make a difference in the experience of Ledger’s customers but also your Customer Success teammates.

If you want to evolve in the future of our world through the web 3.0 & you like to work in a transversal way … this job is for you!

You will be reporting directly to the Head of Support Services for the Customer Success team.

In this role, you will:

  • Develop process improvements to meet customer needs (providing timely and accurate responses to their inquiries, acting proactively…).
  • Maintain and update a database of project related documents (diagrams, process maps…).
  • Track and monitor project execution to make sure the customer requirements are met.
  • Manage effective project implementation and delivery to ensure customer satisfaction.
  • Coordinate internal resources and third parties/vendors for the flawless execution of projects.
  • Ensure that all projects are delivered on-time, within scope and within budget.
  • Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
  • Establish and maintain relationships with third parties/vendors.

Required qualifications:

  • 3-5 years of experience in project management for a customer-facing Ops team (preferably in B2C)
  • Excellent client-facing and internal communication skills
  • Be a crypto enthusiast (important)
  • Outstanding dedication to provide exceptional customer care
  • Ability to understand and learn about hardware and software products
  • The ideal person will possess outstanding written and verbal skills in English
  • Strong organizational and decision-making skills
  • You are a problem solver and a doer
  • You are a great listener. You care about the feedback you receive from your team members and peers. You’re as good at providing clear and constructive feedback
  • Proficiency in Google docs, sheets, slides, forms as well as Microsoft Excel PPT

Benefits:

  • Competitive compensation package and ESOP according to the Company policy
  • Flexible working hours, remote-friendly environment
  • Strong focus on personal development including internal/external trainings and attendance to conferences
  • Internal talks, technical meetups and hackathons
  • High performance office equipment
  • Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
  • Meal Vouchers with Swile (ex Lunchr)
  • Annual company outing for Ledgerdary Days plus infrequent parties, snacks and drinks
  • Employee discount on Ledger products

Ledger guarantees equal opportunity for all during the recruitment process, without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age.

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