Chainalysis is hiring a

Web3 Director, Global Customer Experience

The Revenue Operations team are experts at removing barriers, enabling growth, and ensuring Revenue has the right framework to move at the speed of progress.

Strategy Operations partners with the heads of revenue organizations to define and develop a strategy to achieve business goals, while establishing a structured and disciplined management framework. The work we do optimizes sales’ performance.

Our ideal CX Strategy Operations candidate will have strong strategic and analytical thinking combined with leadership skills to drive change. They will demonstrate quick learning and will drive, through excellent relationships and communication, alignment across the organization.

In one year you’ll know you’re successful if you…

• Act as the strategic thought partner to Customer Experience (CX) leadership defining the business strategy and key performance metrics
• Aligning to global operations, establish and manage the operating plan including sales pipeline reviews, forecast reviews, monthly and quarterly business reviews, budgeting, resource planning and fiscal year planning
• Collaborate on the design, development, maintenance of metrics, reports, analyses, and dashboards to drive key business decisions across Customer Experience
• Subject Matter Expert on CX sales and post-sales systems including Zendesk, Pendo, Catalyst, Salesforce, etc
• Using this SME experience to work with Business Systems and Systems Operations to implement improvements
• Strategize with your CX leaders to execute initiatives designed to improve critical workflows and optimize efficiency and productivity across multiple customer-facing teams, including Customer Success, Training, and Customer Support
• Coach your CX partners at all levels on standard go-to-market approaches, discount methodologies, sales and corporate policies
• Increase adoption of system and process enhancements by working with other revenue and operations teams to message and coach at all levels
• Support initiatives across Revenue Operations and be an active participant on the team

Background like this helps…

• Demonstrated sales and post-sales strategy and operations experience in an IT/High-Tech environment
• Experience efficiently and effectively managing cross-functional projects
• Has strong analytical skills and a structured approach to solving unique business problems
• Works well under pressure, with a high degree of adaptability and flexibility in a fast paced, rapidly changing environment
• Prior experience at a growth stage Internet/software company as bonus
• Working knowledge of sales and post-sales CX applications such Zendesk, Pendo, Catalyst, Salesforce
• Excellent verbal and written communication skills; across multiple channels
• Demonstrated ability to effectively use active listening skills to understand other’s needs
• Always focused on doing what’s right for the business
• Sets goals and drives to completion
• Accountable for their actions and for related outcomes
• Shares success with others
• Highly productive with minimal oversight
• Microsoft Office and GSuite experience
• BA/BS degree or equivalentnwork experience

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