Customer Success Associate, API

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November 18

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CoinGecko

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Crypto • Finance

CoinGecko is a leading platform providing comprehensive cryptocurrency market data. It tracks over 16,000 cryptocurrencies, offering live price updates, market capitalization, trading volume, and other critical statistics. The platform caters to both casual investors and developers by offering tools such as a cryptocurrency price tracker, API, crypto charts, and market news. CoinGecko aims to offer unbiased crypto data, allowing users to make informed decisions about their investments, and supports both current price tracking and historical data analysis. It is a valuable resource for anyone involved in the cryptocurrency space, aiming to simplify the process of accessing reliable cryptocurrency information and market data.

11 - 50 employees

Founded 2014

₿ Crypto

💸 Finance

📋 Description

• Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth and positive introduction to CoinGecko’s API service. • Customer Relationship Management: Build and maintain strong customer relationships with key accounts, acting as their main point of contact. • Customer Satisfaction (CSAT): Ensure a consistently high Customer Satisfaction Score by delivering outstanding service. • Churn Reduction: Develop strategies to reduce customer churn. • Renewal Rate: Lead efforts for contract renewals. • Revenue Expansion and Uplift: Collaborate with Account Executives to identify and support revenue expansion opportunities. • Support & Issue Resolution: Provide prompt and efficient customer support via various channels. • Product Education: Educate customers on the features and benefits of CoinGecko’s products/services. • Customer Advocacy: Advocate for customer needs and feedback within the company. • Process Improvement: Contribute to developing and improving customer success processes and best practices. • Team player: Work closely with relevant internal/external teams to ensure effective customer engagement and satisfaction.

🎯 Requirements

• 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. • 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. • Project Management: You can set goals, plan and manage multiple projects, including the risks, costs, time, and team members involved. • People Skills: You are an excellent communicator who can build working relationships within the team and externally with customers. • Data-Driven: You are goal-oriented in identifying trends and developing sales strategy.

🏖️ Benefits

• Remote Work Flexibility: Work wherever you feel most productive. • Comprehensive Insurance Coverage: We provide life and hospitalization coverage for you, along with hospitalization coverage for your dependents. • 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: Allocated on a claim basis to ease the cost of travelling. • 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!