Responsibilities
- Act as the primary point of contact and relationship manager for a portfolio of high-value Consumer clients.
- Deliver an exceptional customer experience through effective stakeholder coordination, task execution, clear prioritization, and operational efficiency.
- Own customer inquiries from initiation to resolution, collaborating with internal experts across teams as needed.
- Demonstrate a proactive and investigative approach to uncover and resolve root causes of complex customer challenges.
- Serve as the voice of the customer within the organization, driving meaningful improvements and advocating for their needs.
- Ensure clear, consistent communication with both internal teams and customers to align on solutions and outcomes.
- Guide new customers through onboarding—helping them understand how to securely set up, fund, and start using their account based on their specific goals.
- Monitor client accounts proactively, identifying and resolving issues independently or guiding customers to resolution.
- Promote new products or features that align with customer interests and needs.
- Educate clients on underutilized offerings that could enhance their experience and benefits.
- Anticipate customer needs to streamline their journey, reduce friction, and build long-term trust
Qualifications
- A passion and dedication to delivering an outstanding experience to our most valued customers.
- At least 2 years of experience in customer success, account management, or advisory roles within fast-paced, dynamic environments.
- Foundational understanding of blockchain concepts, including infrastructure, staking, ROI/rewards, and custody.
- Proficiency with Google Workspace (Docs, Sheets, Slides) and experience preparing polished presentations.
- Strong interpersonal and communication skills, with the ability to navigate across cross-functional teams and stakeholders.
- Adaptable and resilient in a high-growth, fast-changing environment.
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