Nifty's Inc. is hiring a

Web3 Head of Customer Success

FUNCTION

The Head of Customer Success will partner with Product, Engineering, and cross-functional leaders to develop and execute strategies that drive the success of our customers. This person will be the voice of the development team to the community.

RESPONSIBILITIES &DELIVERABLES

• Build and grow a team of professionals in the areas of customer support, community support, and customer success
• Serve as the point of escalation for any complex or intricate customer issues or troubleshooting
• Monitor and report on the progress and ‘health’ of all users across the organization
• Partner and collaborate with Product and Marketing to develop a user engagement strategy that harmonizes the Customer Success team’s focus on user happiness and revenue
• Synthesize customer feedback and identify key opportunities based upon the organization’s needs to influence product strategy and direction
• Collaborate effectively with cross-functional partners (Partnerships, Product, Marketing, Engineering, Operations) to drive success for our customers and Nifty’s
• Analyze and understand customer churn and work to implement solutions to remedy
• Deliver targets and key metrics through operational excellence
• Other duties as assigned

MINIMUM REQUIREMENTS

• 3-5 years experience in Customer Success, Customer Experience or Customer Support (Manager level)
• 7+ years experience in Customer Success, Customer Experience or Customer Support (Director level)
• Experience leading and managing customer success/and or customer support teams
• A focus on outcomes with the strong ability to drive team goals to align with company goals
• Thrive in a customer setting, actively seeking out opportunities to network and connect with customers
• Proactive, with ability to self-direct through multiple concurrent projects
• High sense of urgency, driven with ability to understand and prioritize initiatives
• Ability to build trust quickly, navigate difficult conversations comfortably, and maintain strong customer relationships
• Strong verbal, interpersonal and written communication skills; comfortable presenting to executive teams and key stakeholders.
• A proven track record of aligning team members, processes, and systems to drive customer loyalty
• A passion to solve market problems using technology
• Ability to collaborate and communicate effectively
• Comfortable with ambiguity and being agile in order to change direction as priorities move rapidly
• Ability to catch the vision and direction of the product and pragmatically execute to deliver results
• Integrity and emotional intelligence: will need to create relationships with and influence a wide range of internal teams, always acting with the best interest of the company in mind, and handling sensitive/confidential information
• High EQ and excellent interpersonal skills
• Previous experience using Zendesk is a bonus but not required.
• Previous experience with NFTs and/or cryptocurrency is a bonus but not required.

Other things to note:

Nifty’s, Inc. strives to be a best-in-class and equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

This job posting highlights the most critical responsibilities and requirements of the job. Other duties may be assigned as needed.

Nifty's, Inc. Privacy Policy can be found here: https://niftys.com/privacy-policy

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