Summary

As a Customer Success Specialist, you will play an essential role in our Customer Success team. Your role will be instrumental in managing the entire customer lifecycle, ensuring seamless transitions from sales to customer onboarding, and providing ongoing support. Your role will be key in fostering customer loyalty and maintaining high satisfaction levels.

Key Responsibilities:

1. Sales Support: Assist the sales team during the initial phases of deal closure, addressing any contracting-related questions.
2. Customer Onboarding: Manage the handover from sales to customer onboarding. Coordinate with sales representatives, customers, and the engineering team to ensure an efficient and delightful onboarding process.
3. Data Management: Accurately maintain all relevant customer data and details in our CRM systems, ensuring timely communication to all parties involved.
4. Training and Guidance: Lead new customers through the onboarding process, helping them understand and effectively use our products and services.
5. Ticket and Help Center Management: Efficiently handle customer support tickets within our ticketing system, escalating issues when necessary, and providing prompt resolutions as well as creating new Help Articles based on customer queries.
6. Issue Resolution: Coordinate with necessary teams to address and resolve customer concerns and challenges promptly.
7. Account Monitoring: Regularly review customer accounts for potential service improvements, and proactive issue resolution.
8. Customer Retention: Work towards retaining and growing customer accounts, with a focus on enhancing customer satisfaction, engagement, and loyalty.

Job requirements

What We’re Looking For:

1. Minimum of 4-5 years of experience in customer success, account management, or a similar client-facing role in the technology or blockchain industry.
2. Proven track record of managing customer relationships and successfully implementing customer projects.
3. Experience with CRM and customer service platforms (e.g., Salesforce, Zendesk).
4. Strong understanding of blockchain technology and staking services.
5. Excellent verbal and written communication skills in English.
6. Empathy and a customer-centric mindset.
7. Strong analytical and problem-solving skills, with an ability to think strategically about customer needs and business challenges.
8. Flexibility to adapt to new tools and technologies.
9. Strong organizational and project management skills, with an ability to manage multiple accounts and priorities.
10. Location: 100% remote, located in APAC.

Skills

• Analytical Thinking
• Client Servicing
• Communications Skills
• Problem Solving