Dinara is hiring a

Web3 Inaugural Customer Success Manager

About Dinara

Dinara is reimagining enterprise banking services to combine crypto and fiat assets on one integrated platform where any company can hold and transact safely, securely, and quickly.

We are on a mission to reduce friction for any enterprise to hold and transact in crypto and fiat.

About The Role

We’re looking for an inaugural Customer Success Manager to build out this critical function at Dinara. Initially reporting to the CEO, this client-facing role will be responsible for client support including being the first point of contact for issues, customer compliance, transaction approvals, and client management. We are growing rapidly and the inaugural Customer Success Manager will be a key team-member responsible for delivering an exceptional customer experience and driving business performance.

As a startup, we exist in an environment of uncertainty. The role will require an ability to embrace ambiguity and make decisions with limited information. We are looking for someone who enjoys building and will evolve in the role to take on increasing responsibilities. The ideal person is resourceful, visionary, and driven.

You will:

• Serve as the first point of contact and escalation for our clients. Resolve or escalate customer questions to ensure timely responses to agreed upon SLAs and deliver an exceptional customer experience
• Partner with relationship managers to identify areas of growth opportunity with existing client base
• Serve as the voice of the customer within Dinara where you will synthesize and share both anecdotal and data-driven feedback
• Evaluate current support and success tools and make a recommendation that will help us scale with growth
• Build client onboarding and additional playbooks that help ensure a healthy customer journey through renewal
• Create both internal and external documentation to help reduce the need for “tribal knowledge”
• Identify gaps in current client facing and internal processes to help promote client success
• Develop customer advocacy programs related to NPS, Support Satisfaction, Case Studies and Referrals
• Support our Legal & Compliance efforts by ensuring our business activities are aligned with applicable laws and regulations
  
  

You have:

• A minimum of four years of work experience in a similar capacity demonstrating increasing responsibility
• Two or more years of commercial banking operations experience
• Preference for experience in high-growth technology startups
• Strong written and verbal communication skills as well as superior client service skills
• An ability to handle high volumes of internal and client activities with accurate results in a remote environment
  
  

You are:

• A consultative team-player with high EQ
• Deeply committed to delivering an exceptional customer experience
• Detail-oriented, capable of multi-tasking, with an exceptional ability to thrive in a fast-paced and uncertain environment
• Extremely self-motivated with a growth mindset and strong work ethic
• Passionate for technology industries and deep respect for entrepreneurship
• Exceptionally capable of thriving in a fast-paced and uncertain environment
  
  

You'll love working at Dinara because:

• You Love To Learn: We are at the forefront of a rapidly evolving industry. Supercharge your learning alongside colleagues with decades of deep domain expertise. We are committed to your development.
• You Love to Create: Join our team of builders. Each member of the team is excited and committed to help create the future.
• You Are Action Oriented: We are an early-stage startup where speed is one of our greatest assets. You will get to make decisions quickly. Bureaucracy is not in our DNA. Well thought-out action is.
• You´ll have Direct Impact: See the results of your actions and how they directly impact our success. We value how your unique experiences add to our collective expertise. We support you in new responsibilities that come with growth.
  
  

We are committed to equal opportunity for all:

Dinara is proud to be an equal opportunity employer and values diversity in all forms. We strongly believe that a diverse and inclusive team is critical to Dinara’s growth and success as well as that of our valued employees. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need an accommodation due to a disability, please contact us at [email protected]. All requests for accommodation will be addressed confidentially.

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