Figment is hiring a

Web3 Customer Success Relationship Manager

As a Customer Success Relationship Manager at Figment, you will be the point of contact for our direct 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
• Work with internal teams (i.e.,DevOps,Product, Sales, Marketing), escalating issues and collaborating with appropriate parties to establish protocol on new processes
• Create process enhancements and efficiencies, and manage any projects to completion
• Establish monthly or quarterly touchpoint with assigned clients to ensure adoption and engagement of products and services
• Communicate new features and products to existing customers
• Share network and governance updates to existing customers
• Drive customer satisfaction practices to increase retention and upsell opportunities
• Manage all flows of inbound customer requests and issues via email, Telegram and Slack
• Manage overall customer loyalty, serving as internal advocate and escalation point for customers
• Maintain current and accurate account information, as well as leads and follow-ups for assigned clients in CRM database
• Provide product and sales teams with ongoing Voice of the Client feedback to effectively communicate client needs and values

Qualifications

• 5+ 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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