Web3 Jobs in Austin, Texas, United States

Fortress Web3 Technologies is a fintech company building the foundation for our digital futures. The company spans traditional markets and banking, neo-banking, blockchain technologies, cryptocurrency, NFTs, and metaverse through a suite of services and RESTful APIs. With our solutions, clients can build their platforms with a backend to service everything they would need to modernize with our burgeoning digital economy.

We're looking for a Client Success Manager with a track record of building strong customer relationships to deliver business results.

As the Client Success Manager, you are at the frontlines of our business, leading the charge in building transformational relationships with our valued customers.  In this role you would to improve the client’s experience.  You have the primary responsibility of developing and nurturing trust and strategic relationships with each of those customers, acting as their go-to advisor for removing blockers and optimizing the use of Fortress’ products and services to drive business results.  You also act as a key connection point between the customer and Fortress Web3 Technologies, communicating customer feedback and insights to internal stakeholders to drive product innovation, operational improvements and continued customer centricity.

Responsibilities:

• Develop a deep understanding of each client’s business, technologies, processes, and teams and leverage that knowledge to deliver an excellent client experience for each account.
• Understand and anticipate each client’s current and future needs, connect the dots between those needs and our product offering, and work collaboratively with them to ensure our products and services can support them and drive continued value.
• Keep internal Customer Operations Management up to date to ensure all communications are recorded and knowledge is shared across the business.
• Work closely with the Compliance team to ensure clients are following regulations.
• Understand the business and client value for new products, features, and upcoming releases, and educate clients to drive product adoption.
• Identify and drive new opportunities to expand the commercial relationship with the clients and grow the revenue.
• Monitor and analyze client communication, including emails, and product requests. Proactively respond to client issues and requests, removing blockers, leading troubleshooting, and communicating solutions back to stakeholders.
• Complete SWOT analysis of current client contact and issue resolution systems and processes, identify opportunities for improvement, and partner with internal teams on continuous improvement initiatives. 

Qualifications:

• 3 + years of experience leading strategic client accounts and proactively managing client relationships. 
• Have experience with CRM systems and Slack or comparable technologies.
• Experience liaising with internal technical teams, with the ability to communicate and recommend solutions to fit the client’s requirements.
• Exceptional verbal and written communication skills, with the ability to adapt communication >
• Resourceful and detail-oriented, with strong organization and troubleshooting skills.
• Demonstrated ability to gather insights from client data and make data-driven decisions.