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| Job Position | Company | Posted | Location | Salary | Tags |
|---|---|---|---|---|---|
CoinGecko | Malaysia | $72k - $75k | |||
Binance | Taipei, Taiwan |
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WeatherXM | Athens, Greece | $45k - $64k | |||
SwissBorg | Remote |
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| Learn job-ready web3 skills on your schedule with 1-on-1 support & get a job, or your money back. | | by Metana Bootcamp Info | |||
Kraken | European Union | $36k - $54k | |||
Crossmint | United States | $90k - $100k | |||
Crossmint | Miami, FL, United States | $36k - $54k | |||
Unreal Gigs | Remote | $72k - $75k | |||
Tensor | Toronto, Canada | $140k - $160k | |||
Keyrock | Brussels, Belgium | $72k - $85k | |||
Chiru Labs | Los Angeles, CA, United States | $150k - $210k | |||
Gate.io | APAC | $72k - $75k | |||
Gate.io | APAC | $72k - $75k | |||
a16z | New York, NY, United States | $192k - $224k | |||
BitGo | Palo Alto, CA, United States | $180k - $240k |
Senior Customer Success Associate (L3)
Malaysia
Business Development – Business Development /
Full-time /
Remote
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CoinGecko is a global leader in tracking cryptocurrency data. Operating since 2014, CoinGecko has built the world's largest cryptocurrency data platform, tracking over 10,000 tokens across more than 400 exchanges, serving over 300 million page views in more than 100 countries. We are proud to have played a major part in mainstream awareness, adoption, and education of cryptocurrency globally.
We at CoinGecko believe that cryptocurrency and blockchain will define the future of finance, bringing greater financial and economic freedom around the world. In anticipation of that future, CoinGecko is building the foundation to scale cryptocurrency market data to serve billions.
We practice transparent salaries and a level structure at CoinGecko:
• Please note that this is a role based in Malaysia, specifically in Selangor or Kuala Lumpur.
• The salary for this position is RM8,034 for those based in Malaysia. For more junior candidates, we may evaluate you as an L2, where the salary is RM5,352 per month.
• Learn more about our level structure at CoinGecko's Career Progression.
What You'll Be Doing
- Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth and positive introduction to CoinGecko’s API service. Develop and implement onboarding materials and training programs tailored to different customer segments.
- Customer Relationship Management: Build and maintain strong customer relationships with key accounts, acting as their main point of contact. Conduct and document regular check-ins to assess customer satisfaction and identify areas for improvement.
- Customer Satisfaction (CSAT): Ensure a consistently high Customer Satisfaction Score by delivering outstanding service and proactively addressing customer needs.
- Churn Reduction: Develop strategies to reduce customer churn through proactive engagement, issue resolution, and personalized support.
- Renewal Rate: Lead efforts for contract renewals to maintain a high renewal rate by consistently monitoring customer engagement and addressing any potential risks.
- Revenue Expansion and Uplift: Collaborate with Account Executives to identify and support revenue expansion opportunities within existing accounts, contributing to upsell and cross-sell initiatives. Focus on maximizing account potential through strategic growth and optimization of existing relationships.
- Support & Issue Resolution: Provide prompt and efficient customer support via various channels (email, Telegram, Slack). Troubleshoot customer issues, escalating to the appropriate teams when necessary.
- Product Education: Educate customers on the features and benefits of CoinGecko’s products/services. Develop educational resources such as FAQs and guides to help customers maximize product usage.
- Customer Advocacy: Advocate for customer needs and feedback within the company, working with the product team to address customer concerns and improve offerings. Represent the customer's voice in internal meetings and strategy sessions.
- Product Feedback: Gather and document customer feedback on product performance and user experience. Work with the product team to prioritize and implement improvements based on customer insights.
- Process Improvement: Contribute to developing and improving customer success processes and best practices. Create and refine playbooks for customer engagement and support.
- Plugged-in: Stay up-to-date with emerging trends and technologies in the industry to ensure the team stays ahead of the competition.
- Team player: Work closely with relevant internal/external teams to ensure effective customer engagement and satisfaction. Able to answer technical questions from other departments or outside the organization related to our API service.
- Coaching: Able to mentor interns as well as junior-mid team members. Provide material feedback on the work of junior and mid-level team members. Participate in knowledge sharing activities.
- You are required to support any ad hoc tasks as required by the company.
What We Look For In You
- Proven track record: You have 5-8 years of experience in customer success, support, or related roles, preferably in the tech or fintech industry.Education: Bachelor’s degree in Business, Communications, or a related field is a plus.
- Product knowledge: You understand CoinGecko’s API service to successfully establish rapport with clients. You demonstrate the ability to pick up customer knowledge, blockchain/cryptocurrency industry and domain knowledge, as well as overall business and department operations quickly.
- You demonstrate the ability to use the various data tools to derive insights and make actionable decisions.
- Customer Success Knowledge: You have expertise in customer success best practices, including onboarding, relationship management, support, and retention strategies.
- Familiarity with Software-as-a-Service (SaaS): You are proficient with SaaS standard principles of Churn, Renewal Rate, Revenue Uplift, and CSAT.
- Familiarity with data tools: You are proficient in using CRM tools such as Hubspot. You have the ability to use the various data tools to derive insights and make actionable decisions.
- Project management: You can set goals, plan and manage multiple projects, including the risks, costs, time, and team members involved. You take ownership of the projects by ensuring all deliverables and targets are met within the agreed timeline.
- Operational excellence: You have a keen eye for detail and an exceptionally high bar for accuracy and quality. You also hold your peers to similar standards in their work.
- Result- & data-driven: You are goal-oriented in identifying trends, preparing sales forecasts, developing sales strategy, and implementing sales targets. You have the ability to interpret sales data and translate them into data-driven, actionable insights.
- Entrepreneurial: You are self-motivated, resourceful, and have an entrepreneurial mindset with the ability to succeed in a fast-paced and highly agile environment.
- Negotiation & persuasion skills: You are equipped with solid negotiation and persuasion skills with sound business acumen to obtain stakeholders’ buy-in and close deals. You can deep dive and understand customer use cases to propose a win-win outcome as CoinGecko customers.
- People skills: You are an excellent communicator who can build working relationships within the team and externally with customers. You can present and influence key stakeholders at all levels, from associates to C-level.
- Leadership: You are self-motivated and can work independently with minimal supervision. You have a strong sense of self-leadership and are curious and creative in finding ways to improve existing projects and workflows.
- Problem solving: You demonstrate the ability to figure out solutions to hard problems with many constraints, using sound judgment to assess risks, and to lay out your argument in a well-structured, data-informed, written narrative. You are passionate about solving problems faced by stakeholders together with strong empathy.
- Team player: You can work effectively with sales, product, marketing, and support teams to ensure seamless customer experiences. You act as a bridge between departments to communicate customer feedback, advocate for customer needs, and align on strategic initiatives.
- Growth mindset: You love delving into new technologies and new ways of doing things.
- Web3 interest: You have a keen interest in blockchain, cryptocurrency, NFT, web3, and metaverse topics.
Some of the perks while at CoinGecko:
• Remote Work Flexibility: Work wherever you feel most productive. We also provide office space in 1Powerhouse (Malaysia) and WeWork (Singapore) if you ever feel like meeting your colleagues in person.
• Flexible Working Hours: No 9-5 structure, work the hours you need to get your tasks done.
• Comprehensive Insurance Coverage: We provide life, medical, and critical illness insurance.
• Virtual Share Options: You'll be entitled to virtual options, with terms and conditions.
• Bonus: You’ll be entitled to a bonus, with terms and conditions.
• Parking Allowance: You will be given a monthly fixed allowance of RM 150 or SGD 100 to ease the cost of traveling.
• Meal Allowance: You will be given a monthly fixed allowance of RM600 or SGD400 to subsidize the cost of your meals.
• Learning Allowance: You will be allocated an annual budget of USD500 (claim basis) to help you continuously learn in the pursuit of your professional and personal development.
• Social Activity Allowance: Want to set a date to watch a movie or play futsal with your colleagues? Get it organized and we subsidize a portion (claim basis) of the cost.
• Annual Company Offsite: We gather once a year to meet each other in person, reflect on the year, and partake in social activities!
CoinGecko is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.
Interested? Hit the apply button to get started on your application!
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What does NFT mean?
NFT stands for non-fungible token
In the context of cryptocurrency, a non-fungible token is a unique digital asset (ussually an image) that represents ownership of a specific item, such as a work of art
Unlike cryptocurrencies like Bitcoin, which are interchangeable and can be divided into smaller units, non-fungible tokens are unique and cannot be divided or exchanged for other tokens on a one-to-one basis.
Can you make a career out of NFT?
Yes, it is possible to make a career out of NFTs
The NFT industry is rapidly growing, and as a result, there are many job opportunities emerging for individuals with a range of skills and expertise
Whether you are an artist, developer, marketer, analyst, or legal professional, there are many ways to get involved in the NFT industry and build a career
In addition, there are also many opportunities for entrepreneurs and investors to start their own NFT businesses or invest in NFTs
NFTs are being used in a variety of industries, from gaming to sports to music, and there are many opportunities to create new and innovative products and services using NFTs
To build a successful career in the NFT industry, it is important to stay up-to-date with the latest trends and developments, and to develop a strong network of contacts within the industry
You may also want to consider building your skills and expertise through training and education, such as online courses or workshops
Overall, the NFT industry offers many exciting opportunities for individuals who are passionate about digital art, blockchain technology, and innovation
With the right skills and expertise, you can build a rewarding and fulfilling career in this exciting field.
How do I start working with NFT?
If you're interested in working with NFTs, there are several steps you can take to get started:
- Build Your Network: Attend NFT events and join online communities to connect with others in the industry. This can help you build your network and learn about new opportunities.
- Create Your Own NFTs: If you're an artist or creator, consider creating your own NFTs and listing them for sale on a marketplace. This can be a great way to gain
- experience and build your portfolio.
- Educate Yourself: Begin by researching and learning about NFTs, including how they work, how they are created, and how they are used. There are many resources
- available online, such as blogs, forums, and tutorials, that can help you learn more about NFTs.
- Find Opportunities: Look for job postings and freelance opportunities related to NFTs. There are many NFT platforms, marketplaces, and companies that are hiring
- for various roles in the industry.
- Identify Your Skills: Think about your skills and experience, and consider how they might be useful in the NFT industry. For example, if you're an artist, you ,might consider creating your own NFTs, while if you're a developer, you might look for opportunities to work with NFT platforms.
What kind of job is in the NFT?
As a relatively new technology, there are several emerging NFT jobs within the NFT industry:
- NFT Analysts: Analysts research and analyze NFT market trends and provide insights to buyers and sellers.
- NFT Artist/Creator: Artists and creators are the driving force behind NFTs, and they are responsible for creating the unique digital content that is tokenized ,and sold as NFTs.
- NFT Consultants: Consultants provide advice and guidance to creators and platforms on best practices for creating, listing, and selling NFTs.
- NFT Legal Advisors: Lawyers are needed to navigate the legal complexities of NFTs, including issues related to intellectual property, copyright, and tax laws.
- NFT Marketing Specialists: Marketing specialists help creators and platforms to promote their NFTs and attract buyers.
- NFT Developers: Developers are responsible for creating the NFT platforms that allow creators to mint, list, and sell their NFTs.
- NFT Go-to-Market Specialist is a marketing professional who specializes in developing and executing strategies to bring NFTs to market. This role involves working closely with NFT creators, platforms, and marketplaces to develop marketing plans that promote NFTs and drive sales.