Figment is hiring a

Web3 Customer Success Associate

As a Customer Success Associate at Figment, you will be the point of contact for our customers post-sale to guarantee their satisfaction. You will be responsible for strengthening the customer relationship to increase retention, presenting new products for upsell potential, and capturing product feedback to identify potential opportunities. You will be the intermediary between customers and our engineering, product, and sales teams to drive continuous value to our customers.

Responsibilities/Duties

• Provide onboarding and product support for customers post-sales, including one-on-one guidance throughout the staking lifecycle
• Manage all flows of inbound customer requests and issues via email, Telegram and Slack
• Identify, track and resolve customer pain points and inquiries
• Identify themes among client support inquiries and create FAQ documentation
• Create network-specific staking guides
• Review and summarize important network activity/events to share with customers and leads
• Communicate new features and products to existing customers
• Share network and governance updates to existing customers
• Drive customer satisfaction practices to increase retention and upsellopportunities
• Provide product and sales teams with ongoing Voice of the Client feedback to effectively communicate client needs and values

Qualifications

• 2+ years relevant experience in customer success, technical support, or account management
• Confidence and professionalism when communicating with stakeholders at all levels of the organization
• Strong problem solving and analytical skills
• Ability to quickly learn new technologies and products
• Deep familiarity with cryptocurrency products and blockchain technology is a plus

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