Technical Customer Success Manager

About the role

This role focuses on client relationship management, acting as the primary contact for customers. You will build long-term relationships, understand client needs, and ensure the successful delivery of Merkle Science's blockchain solutions. A key aspect involves advocating for client requirements internally with the product team and identifying new opportunities for engagement.

Success in this position means maintaining high client satisfaction and retention. You will monitor product usage to proactively address any issues and work with the sales team to onboard new clients and expand existing relationships. This involves clear communication with both internal and external stakeholders regarding project progress and account metrics.

The company provides blockchain transaction monitoring and intelligence solutions to various entities, including web3 companies, financial institutions, and law enforcement. The team has diverse experience from major tech and finance companies, and the company has secured significant funding. This role contributes to making cryptocurrency use safe and compliant.

The salary for this position ranges from $20,000 to $40,000 USD.

Skills that matter here

• Account management: This role requires at least 4 years of account management experience to build and maintain client relationships.
• crypto/blockchain experience: Previous experience in crypto or blockchain is beneficial for understanding the product and client context, though not strictly required.
• compliance/finance experience: Prior experience in compliance or finance is also a plus, as it aligns with the company's focus on secure and compliant cryptocurrency use.
• sales track record: A proven sales track record is important for onboarding new clients and expanding existing accounts.
• relationship and people management: Strong capabilities in relationship and people management are essential for building trusted advisor relationships with clients and stakeholders.
• creative problem solver: The role requires a creative problem solver to address client challenges and adapt to changing requirements.

Who this role suits

• Someone with at least four years of account management experience.
• An individual who can build and maintain strong, trusted relationships with clients.
• A person who is proactive, results-driven, and capable of managing changing requirements.
• Someone who can effectively communicate client needs to internal product teams.

From the employer

💥 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

• 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.