Crypto.com is hiring a

Web3 VP Customer Success

Crypto.com was founded in 2016 on a simple belief: it's a basic human right for everyone to control their money, data, and identity. With over 10 million users on its platform today, Crypto.com provides a powerful alternative to traditional financial services, turning its vision of "cryptocurrency in every wallet" into reality, one customer at a time. Crypto.com is built on a solid foundation of security, privacy and compliance and is the first cryptocurrency company in the world to have CCSS Level 3, ISO27001:2013 and PCI:DSS 3.2.1, Level 1 compliance. Crypto.com is headquartered in Hong Kong with almost 3000 employees worldwide team located in offices in Hong Kong, Shenzhen, Singapore, Bulgaria, Malta, UK and Miami, Florida. For more information, please visit www.crypto.com/us.

About The Role:

The VP of Customer Success is an experienced Customer Success leader who will build and lead our Customer Success team in the US. The VP CS is responsible for bringing Crypto.com’s strategic vision and innovative approach to lead critical customer-facing teams and plays a key role in driving customer goals, product utilization and business transformation by ensuring the engagement, success, retention, and growth of our customer base.

The right candidate has an action mindset, is excited by the idea of quickly scaling a world-class team, and thrives in a bold, fast-moving, transparent, values-driven leadership team and company while enabling both customer and company success.

Responsibilities

• Lead and scale a world-class Customer Success organization through talent acquisition, development and retention of experienced team leaders and high-potential employees, exhibiting high productivity and excellent morale.
• Develop and implement strategic initiatives that drive employee and customer satisfaction, retention, and revenue.
• Foster a customer centric mindset company-wide and serve as an advocate for the customer in every interaction.
• Formulate the overall strategy and objectives for the Customer Success team, focused on driving adoption, seamless customer onboarding and positive customer experience.
• Lead by example.
• Manage resources and CRM systems to ensure impeccable customer service levels.
• Implement existing customer support practices and meet group CS KPI’s, internal and external SLAs.
• Recommend and implement adequate and efficient systems and processes to ensure meeting the CS global objectives.
• Implement and maintain world-class scalable systems that work well together, are aligned with the company and department strategy, improve and optimize the customer and the employee experience.
• Create and implement scalable processes that improve and optimize the customer experience.
• Demonstrate ability to get leverage by automating or building repeatable processes to make the organization more efficient.
• Deploy and maintain industry leading Customer Success standards, and liaise with the respective Company divisions to promote them and ensure they are strictly followed;
• Collaborate with teams such as Product or Marketing to optimize product adoption and drive critical improvements in the product experience throughout the customer journey.
• Develop and govern internal policies and procedures;
• Ensure the team delivers proactive insights and action-oriented solutions to clients:
• Provides subject matter expertise to both the client and internal team.
• Ensure best practices in methodology, client communication, and project execution;
• Directly responsible for delivering local departmental targets,
• Evaluate performance of the organization in meeting objectives and determine where costs can be reduced, what can be improved and what should be changed.
• Experience delivering results that exceed expectations, particularly in challenging situations.
• Act as the escalation point for customer issues, collaborating cross functionally to develop solutions and drive alignment.
• Take corrective action to solve organizational problems.

• Provide a full range of operations related support services including advice, guidance mentoring of staff together with robust monitoring and subsequent reporting to the executive team;
• Receive and handle escalated requests from all fields of Customer Service, with the assistance of the responsible departments, as necessary;

• 10+ years of experience in customer facing role or consulting
• 4+ years management experience
• 2+ years leadership experience
• Proven ability to lead strategic projects involving various stakeholders
• Proven ability to meet and exceed service standards and KPIs
• Demonstrated ability to successfully and independently manage multiple project and resolve issues
• Ability to tackle issues with a sense of urgency while maintaining professionalism and accuracy
• A proven track-record of successfully managing a fast paced team, including the recruitment, onboarding and development of superstars.
• Excellent communication and project management skills.
• The ability to develop deep technical knowledge of a product and creatively leverage that information to address customer needs.
• A history of working with decision-makers within organizations to align product value with organizational need and budget.

• We offer an attractive compensation package working in a cutting-edge field of Fintech
• Huge responsibilities from Day 1. Be the owner of your own learning curve. The possibilities are limitless and depend on you
• You get to work in a very dynamic environment and be part of an international team

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)

Apply Now: