Ripple is hiring a

Web3 Customer Success Senior Manager

The Customer Success Senior Manager plays a key role within the RippleNet Organization. The CSSM will focus on deepening customer relationships by scaling their volume with existing connections, connecting to additional qualified receivers, and upselling / cross-selling new products & services

WHAT YOU’LL DO

• Develops a deep understanding of each customer's organization, internal communities, aspirations and needs whilst having knowledge of the technologies our customers use
• Identifies aspects of Ripple engagement and advocacy that needs to be strengthened.
• Considered an advisor/Ripple advocate among customers, enabling them to better exploit the potential of Ripple and participate in the development of new and ground-breaking concepts.
• Capable of financial, business and value analysis having the ability to understand and analyze key financial targets (cost reduction, revenue growth, etc.).
• Demonstrates a deep knowledge of customer success best practices in order to oversee and drive complex customer-facing delivery responsibilities for both business and technical workstreams.
• Executes day to day responsibilities with help and guidance from direct manager
• Navigates pre-sales activities challenges and promptly escalates when appropriate
• Identifies new business opportunities, develops account plans, QBRs and communicates these across the organization via SFDC and otherwise
• Leads hands-on tactical task management to drive shared key initiatives, works with cross-functional stakeholders (CPE, TS, Sales, BD, Finance, PMM, Legal) and manager to creatively solve complex business and operational issues, often unique to each customer.
• Collect feedback related to Ripple's value proposition
• Identifies challenges and provides insight and solutions in how to overcome them effectively working cross functionally to enhance volume over RippleNet
• Actively involved in improving internal processes cross functionally
• Capable of strategic, financial, business and value analysis. Develops a strategic perspective in order to create clarity out of complex and disconnected details.
• Has the ability to operate with little/no direct help from manager
• Identifies new business opportunities, develops prescriptive strategic plans and influences customer's stakeholders to transform the customer's business and drive platform adoption and volume.
• Creatively solves complex business and operational issues (internal/external) that may be inhibiting customer adoption and full utilization of Ripple
• Collates customer feedback into themes and develops solutions based on it
• Anticipates points of conflict and opportunity and articulates concrete and compelling terms on how they can be addressed

WHAT WE'RE LOOKING FOR

• 10+ years of experience in transaction banking, cash management, FX, payment processing, or a related field at a major financial institution in a customer-facing field. - OR - Typically 8-10 years management consulting and delivery experience (or similar experience) gained within a technology or financial services organization.tent with product vision (i.e., SOA, Application integration, API design and management)
• Preferably prior experience working for a FinTech or start-up organisation
• Knowledgeable experience working with payment industry data standards (e.g. in Banking (ISO20022, domestic ACH schemes, SWIFT)
• Demonstrable understanding of multi-stakeholder management in complex environments
• Experience in development and launch of modern, complex business solutions involving innovative technology and B2B relationships
• Excellent in building and maintaining relationships in cross-functional teams
• Excellent Interpersonal skills and experience in coaching others. Ability to consult, motivate and inspire others to achieve challenging goals through leading by example
• You have interest and experience in championing and driving the development of product software feature
• You will have a sense of urgency and be highly self-motivated to create impact and succeed

WHAT WE OFFER:

• The chance to work in a fast-paced start-up environment with experienced industry leaders
• A learning environment where you can dive deep into the latest technologies and make an impact
• Competitive salary and equity
• Medical and vision with 100% employer contributions for employees and dependents
• Industry-leading parental leave policies
• Generous wellness reimbursement program
• Weekly company-wide meeting - ask anything you may want to know

Apply Now: