Merge Jobs in United Kingdom

Role: Customer Success
Yrs of Experience: 2+ yrs of experience in payments, ideally B2B and/or crypto
Location: Hybrid in London, UK

About Merge:
Merge is a startup in the fiat-crypto banking and payments space. We completed a successful seed funding round with $9.5mn of investment from leading VCs including Octopus Ventures, Hashed, Coinbase Ventures, and more. We are building regulated solutions to bridge the gap between fiat and crypto for businesses.

Our Mission:
Facilitate interplay between traditional fiat finance and crypto, by giving companies access to APIs to seamlessly navigate both Worlds. To increase acceptance of crypto and web3 businesses as normal businesses, and bring cryptocurrencies and stablecoins into the mainstream as payments instruments.

Work Culture:
No titles
We aim to operate a flat organisation where getting work done quickly at the highest standard of quality is the most important thing. Titles should not, and do not matter. We have functional descriptions for team members in each functional area.

Commitment to excellence
In every output we produce as individuals and as a company, we have to strive for world class quality. We’re making a change in the world. It will push us out of our comfort zones. We operate in a rapidly changing market and strive to deliver high quality products faster than anyone else.

We get it done
We take ownership of what we do. Working here is about really, truly owning everything you do. There’s no such thing as “Not my job.” If you see a problem that needs solving, you can – and should – be the one to solve it.

What will you be doing?

• Proactively work with prospective and existing customers to identify barriers to successful adoption and work to put in place plans to improve adoption.
• Collect inputs for establishing a clear linkage between our product utilisation and key performance metrics and customer goals. Help to identify issues or trends that threaten customer success and work cross-functionally to drive solutions on customers’ behalf.
• Be an escalation point for project and customer issues and work and coordinate with internal teams to resolve quickly. Proactively communicate with customers in a timely manner on issue status and resolution.
• Help to identify opportunities for footprint growth within the current customer base and coordinate appropriate stakeholders to engage in the upselling process.
• Build and manage the Customer Support function to ensure customer issues are getting resolved quickly and manage the escalation and complaints processes to drive rapid resolution
• Provide regular assessments of the health of the customer portfolio
• Serve as the voice of the customer to inform the product and customer-facing business processes and other stakeholders.

Skills That Will Help You Excel At Merge

• At least 2+ years of work experience managing relationships with companies, ideally with enterprise accounts.
• Experience in Management Consulting, Customer Success, Account Management, Business Development, is a plus.
• Analytical mentality
• Impressive executive presence and communication abilities
• Strong leadership skills
• Ability to create structure in ambiguous situations and design effective processes
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
• Thrive working in a growing environment, with the uncertainty and chaos of an early stage startup
• Fluency in English

Merge focuses on Financial Services, Cryptocurrency, Financial Technology, Blockchain / Cryptocurrency, and Web3. Their company has offices in Europe and London. They have a small team that's between 1-10 employees. To date, Merge has raised $9.5M of funding; their latest round was closed on May 2022.

You can view their website at https://www.mergedup.com or find them on LinkedIn.