Customer Success Manager - APAC

April 3

Nansen

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We analyze 130M+ labeled blockchain addresses & their activities, so you can get real-time crypto & NFT insights.

blockchain • crypto • data analytics • NFT • DeFi

51 - 200

Description

• Driving the success and retention of our customers while also identifying opportunities for growth and expansion within our customer base. • Managing and nurturing leads generated through various channels, converting them into opportunities, and ultimately closing deals. • Serve as the primary point of contact for a portfolio of customers, building strong relationships and ensuring their ongoing success and satisfaction. • Develop a deep understanding of each customer’s goals, challenges, and needs, and proactively identify opportunities to drive value and growth. • Collaborate closely with the wider GTM team to onboard new customers, drive adoption of our products or services, and expand customer accounts. • Manage and prioritize a pipeline of leads generated through inbound inquiries • Engage with leads through multiple communication channels, including video calls, email, and social media, to qualify their needs and identify potential opportunities. • Conduct thorough needs assessments and discovery calls to understand prospects’ pain points, challenges, and objectives, and effectively articulate how our products or services can address their needs. • Conduct regular check-ins with customers to assess satisfaction, gather feedback, and address any issues or concerns in a timely manner. • Act as a trusted advisor to customers, providing guidance, best practices, and recommendations to help them achieve their goals and maximize the value of our products or services. • Track key account metrics and KPIs, analyze customer data, and generate insights to inform strategic decision-making and drive customer success initiatives. • Stay up-to-date on industry trends, best practices, and emerging technologies in customer success and continuously leverage this knowledge to improve our processes and practices.

Requirements

• Deep knowledge of the wider crypto ecosystem and experience trading crypto • 2+ years in a customer-facing role, either as a CSM or an AE • Covering APAC timezones • Fluent in English

Benefits

• Passionate about customer success, sales, proactive in identifying customer needs, and adept at building and nurturing relationships