Merge is hiring a

Web3 Customer Success Lead

Workplace Type: Remote
Company HQ: London, UK
Employment Type: Full-time
Salary: Competitive

Responsibilities:

• Develop a trusted advisory relationship by leveraging your retail and technical experience.
• Proactively work with customers to identify barriers to successful adoption and work to put in place plans to improve adoption.
• Collect inputs for establishing a clear linkage between our product utilisation and key performance metrics and customer goals. Help to identify issues or trends that threaten customer success and work cross-functionally to drive solutions on customers’ behalf.
• Be an escalation point for project and customer issues and work and coordinate with internal teams to resolve quickly. Proactively communicate with customers in a timely manner on issue status and resolution.
• Help to identify opportunities for footprint growth within the current customer base and coordinate appropriate resources to engage in the upselling process.
• Build and managethe Customer Support function to ensure customer issues are getting resolved quickly and manage the escalation and complaints processes to drive rapid resolution
• Provide regular assessments of the health of the customer portfolio
• Serve as the voice of the customer to inform the product and customer-facing business processes and other stakeholders.

Requirements:

• At least 3 years of work experience managing relationships with big companies, ideally with enterprise accounts.
• Experience in Management Consulting, Customer Success, Account Management, Business Development, is a plus.
• Analytical mentality
• Impressive executive presence and communication abilities
• Strong leadership skills
• Ability to create structure in ambiguous situations and design effective processes
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
• Flexibility and ability to thrive in a fast-paced, ever-changing, and growing environment
• Fluency in English

Merge focuses on Financial Services, Cryptocurrency, Financial Technology, and Blockchain / Cryptocurrency. Their company has offices in Europe and London. They have a small team that's between 1-10 employees. To date, Merge has raised $9.5M of funding; their latest round was closed on May 2022.

You can view their website at https://www.mergedup.com or find them on LinkedIn.

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