Immunefi is hiring a

Web3 Head of Account Management

Why we need a Head of Account Management

Our current Executive Head of Account Management will be moving on to a new role within the company at the same time our most tenured Lead will be taking on a full time role on a strategic project. This will leave not only a leadership gap in the Account Management team but a gap for driving strategy and operational rigor that will be required over the next months of the team's and company's growth. This will be a key period to drive efficiency, advocate for automations with the Product and Engineering teams, and ensure quality of the support provided by the team which should yield and maintain overall customer satisfaction with our products and services.

Responsibilities

• Operational and performance management of a team of up to 10 by year's end (currently 3-4)
• Drive and executing strategy for improving operational efficiency and maintaining customer loyalty and satisfaction as we scale
• Leading a team through a stage of growth currently based in highly manual processes to a future state of automation and more strategic overall work for the team
• Liaise with other Executive Team members to formulate and execute quarterly and yearly business strategy, and negotiate and advocate for the Account Management team
• Manage Crisis PR situations and partake / lead war rooms when required

Requirements

• Experience managing teams and scaling account management or customer support operations in a growing startup or on a small team in an enterprise org
• A strategic mind that doesn't get trapped in the weeds and who understand the bigger picture, even with a short ramp up period
• Experience building and maintaining client relationships
• Management and definition of operational KPIs / driving performance and quality metrics
• Previous experience managing crisis PR situations and the teams handling them, and being an advocate and voice for the client
• Business acumen
• Negotiation and savvy communication skills - commands a presence and an attentive, engaged audience
• A little bit quirky and up for 'building the plane in flight'

Bonus

• Experience and interest in the Crypto/Web3 space

Apply Now: