Merge is hiring Web3 Customer Success
Customer Success
Experience
Minimum 1 Year
Employee type
Full Time
Position
Senior
Offer Salary
Desired Qualifications
- At least 2+ years of work experience managing relationships with companies, ideally with enterprise accounts.
- Experience in Management Consulting, Customer Success, Account Management, Business Development, is a plus.
- Analytical mentality
- Impressive executive presence and communication abilities
- Strong leadership skills
- Ability to create structure in ambiguous situations and design effective processes
- Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
- Thrive working in a growing environment, with the uncertainty and chaos of an early stage startup
- Fluency in English
Duties & Responsibilities
- Proactively work with prospective and existing customers to identify barriers to successful adoption and work to put in place plans to improve adoption.
- Collect inputs for establishing a clear linkage between our product utilisation and key performance metrics and customer goals. Help to identify issues or trends that threaten customer success and work cross-functionally to drive solutions on customers’ behalf.
- Be an escalation point for project and customer issues and work and coordinate with internal teams to resolve quickly. Proactively communicate with customers in a timely manner on issue status and resolution.
- Help to identify opportunities for footprint growth within the current customer base and coordinate appropriate stakeholders to engage in the upselling process.
- Build and manage the Customer Support function to ensure customer issues are getting resolved quickly and manage the escalation and complaints processes to drive rapid resolution
- Provide regular assessments of the health of the customer portfolio
- Serve as the voice of the customer to inform the product and customer-facing business processes and other stakeholders.
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