Customer Success Manager

2 months ago

London, Greater London, Afghanistan Merkle Science Full time

About Merkle Science

Merkle Science provides blockchain transaction monitoring and intelligence solutions for web3 companies, digital asset service providers, financial institutions, law enforcement and government agencies to detect, investigate and prevent illicit use of cryptocurrencies. Our vision is to make cryptocurrencies safe and provide infrastructure for the safe and compliant growth of cryptocurrencies.

Merkle Science is headquartered in New York with offices in Singapore, Bangalore and London. The team has combined experience across Bank of America, Paypal, Luno, Thomson Reuters and Amazon. The company has raised over US$27 MM from SIG, Beco, Republic, DCG, Kenetic, GGV and several others.

What You Will Do

· Be the primary point of contact and build long-term relationships with clients.

· Client champion within Merkle Science who will work closely with the product team to advocate for key requirements of customers and identify new opportunities.

· Develop a trusted advisor relationship with key accounts, client stakeholders and executive sponsors.

· Ensure the timely and successful delivery of our solutions according to customer needs and objectives.

· Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.

· Forecast and track key account metrics.

· Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

· Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests.

· Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.

· Monitor and analyze client's usage of our product in order to be proactive if utilization drops.

· Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships.

· Responsible for product adoption and in turn, client retention.

· Liaise between the client and internal teams to advocate on the clients' behalf.

What You Should Have

· Advanced level of English (C1 or above)

· At least 4+ years of prior account management experience.

· Previous crypto/blockchain experience a big plus but not necessary. Perhaps you enjoy this in your spare time? Even better

· Previous compliance/finance experience also a big plus.

· Proven sales track record.

· Exceptionally strong relationship and people management capabilities.

· A creative problem solver, results driven and self-motivated.

· Possesses a resilient personality, proactive and reacts well under pressure.

· Ability to handle changing requirements and unforeseen issues as they arise, rapidly and positively in a timely manner.

Well Being, Compensation and Benefits

We care about your well-being. Along with excellent health insurance, we offer flexible time off, learning & development initiatives and hours that are designed to provide work/life balance. We regularly host team-building sessions and encourage discussions around mental health.

We reward talent and believe in acknowledging people for their contributions. We offer industry-leading compensation, along with generous equity. As a rapidly growing business, there are endless opportunities to grow your career with Merkle Science.

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