Head of Customer Success (USA)

Компанија: Fraction
Вид на работа: Полно работно време

At MPCH Labs we turn cutting edge cryptography into enterprise products which improve business process management to a level beyond what is otherwise possible today. We seek to deliver MPC wallets that couple bank-grade security with unlimited enterprise functionality.
That starts with our institutional grade MPC wallet, Fraction, for companies in the crypto sector who need to take full control of their assets. Fraction is the first user-controlled platform that works around the client and, unlike other wallet providers, is agile enough to keep up with the front office.
We are a fast-growing start-up company looking for an energetic, highly motivated, and focused individual to join the MPCH family. You will share our belief in the power and ubiquity of Multi Party Computation (MPC) to create enterprise products that fundamentally improve business process across sectors.
You will report into the Chief Revenue Officer. As the Head of Customer Success your mission is to build and lead a world class Customer Success team from scratch. You must demonstrate and focus on providing responsive and high-class service to our customers and partners. Ultimately, you will work directly with customers to help solve their problems and ensure their satisfaction while they are an active account. You will also work closely with your team and company colleagues to establish appropriate workflows and communications for enhancing customer satisfaction.
This is a key revenue management and development role. To ensure continued growth, it is essential you and your team support our customers as they transition from sales prospects. You will build close relationships, retain existing revenues, and grow incremental revenue streams by increasing adoption as well as upselling new features and capabilities. You will focus on developing customer and market intelligence, advising the internal teams on new opportunities for product enhancements. In addition to building a service-oriented success team, you are aplayer/manager with a true understanding and experience of the role at hand.
Responsibilities
Build, lead and manage a passionate team of Customer Success specialists, based in the USA
Manage strategic and key relationships with customers - managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
Handle customer support interactions across the wider team, which includes Customer Success and 1st Line Customer Support. Unique responsibility for owning the communications and driving resolution of customer queries and issues through interfacing with other departments.
Establish a trusted and strategic advisor relationship to help drive and navigate continued value of our products and services
Maintain and develop Customer Success strategies and best practices, as well as customer support content, with the help of the creative team
Communicate effectively with both internal and external stakeholders to understand customer needs, maximize retention and growth, minimize churn
Maintain existing Customer Success metrics, KPIs and data as directed
Establish clear client retention goals and customer service workflow from front end to technical requests
Review customer queries, questions, and technical/operational concerns.
Analyze communication logs to best and efficiently triage customer requests
Requirements
Build, lead and manage a passionate team of Customer Success specialists, based in the USA
Manage strategic and key relationships with customers - managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
Handle customer support interactions across the wider team, which includes Customer Success and 1st Line Customer Support. Unique responsibility for owning the communications and driving resolution of customer queries and issues through interfacing with other departments.
Establish a trusted and strategic advisor relationship to help drive and navigate continued value of our products and services
Maintain and develop Customer Success strategies and best practices, as well as customer support content, with the help of the creative team
Communicate effectively with both internal and external stakeholders to understand customer needs, maximize retention and growth, minimize churn
Maintain existing Customer Success metrics, KPIs and data as directed
Establish clear client retention goals and customer service workflow from front end to technical requests
Review customer queries, questions, and technical/operational concerns.
Analyze communication logs to best and efficiently triage customer requests
Knowledge/Experience Required:
Proven work experience as a Customer Success Lead/Head of Customer Success or similar role
Knowledge and experience of working in a SaaS environment, ideally in crypto, fintech or closely adjacent markets
Experience promoting and enhancing value through customer experience
Ability to communicate and foster positive business relationships
Technical skills required, as they relate to the use of the product or service
Accountability and personal organization are essential
Experience in leading and managing a diverse group, training each according to company standards
Communications/Marketing/Business degree desirable but not essential
Benefits
Competitive salary including a structured sales commission
Hybrid/Agile working
Workstation set up for remote and office working
Private Health Care Plan
401k Plan
Maternity and Paternity
Flexible working hours
International Company Events
28 Days Annual Leave inclusive of Public Holidays
MPCH are hiring, come and join the MPCH family based in the USA! This is an opportunity not to be missed, join a fun and diverse team of entrepreneurs. Apply today!

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