Customer Success Manager

🕒 April 1

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Merkle Science

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11 - 50 employees

Founded in 2018, Merkle Science is the next generation predictive cryptocurrency risk and intelligence platform that helps crypto companies, financial institutions, and government entities detect, investigate, and prevent illegal activities involving cryptocurrencies. Merkle Science’s proprietary Behavioral Rule Engine enables our tools to go beyond blacklists so that compliance teams may fulfill their local KYC/AML obligations and industry players may stay keep pace with the industry’s increasingly complex illicit activities.

📋 Description

• Be the primary point of contact and build long-term relationships with clients. • Client champion within Merkle Science who will work closely with the product team to advocate for key requirements of customers and identify new opportunities. • Develop a trusted advisor relationship with key accounts, client stakeholders and executive sponsors. • Ensure the timely and successful delivery of our solutions according to customer needs and objectives. • Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders. • Forecast and track key account metrics. • Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. • Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests. • Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis. • Monitor and analyze client’s usage of our product in order to be proactive if utilization drops. • Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships. • Responsible for product adoption and in turn, client retention. • Liaise between the client and internal teams to advocate on the clients’ behalf.

🎯 Requirements

• Advanced level of English (C1 or above) • At least 4+ years of prior account management experience. • Previous crypto/blockchain experience a big plus but not necessary. • Previous compliance/finance experience also a big plus. • Proven sales track record. • Exceptionally strong relationship and people management capabilities. • A creative problem solver, results driven and self-motivated. • Possesses a resilient personality, proactive and reacts well under pressure. • Ability to handle changing requirements and unforeseen issues as they arise, rapidly and positively in a timely manner.

🏖️ Benefits

• Excellent health insurance • Flexible time off • Learning & development initiatives • Team-building sessions • Discussions around mental health • Industry-leading compensation • Generous equity