Customer Success Manager

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ConsenSys is a venture production studio and the leading technology firm in blockchain globally. We deliver products, solutions and platforms built using blockchain technology to transform how business is done in complex network of buyers, suppliers and consumers.

Our teams are busy at work building the future of identity, financial markets, commerce, the music industry, security, and infrastructure, and more. To accomplish this we've built out a flat organizational structure which we call the ConsenSys Mesh: a network of individuals & teams working autonomously and towards the same goal. If you think of yourself as someone that thrives in a fast-paced environment where being self-directed, determined, and resilient are a requirement, we would love for you to join us.

About Customer Success at ConsenSys:

The Customer Success team provides dedicated, tailor made support solutions to emerging ConsenSys ventures. Being a newly formed function within ConsenSys, the Customer Success Lead will be a prominent resource in defining the Customer Experience Strategy.

About the role:

The Customer Success Manager will be responsible for ensuring Ethereum & Consensys’s customer satisfaction, realized value and longevity. The Customer Success Manager will be our customer's ambassador working closely with relevant Spokes, Solutions (consultancy and delivery), and Support to ensure optimal customer experience. Key measures include successful on-boarding, adoption, increased Ethereum awareness and some of the typical CSM matrix such as; increased Net Promoter Scores/Customer Satisfaction, Upsell/Cross Sell, and decreased Customer Churn. 

Responsibilities:
  • Define the stages and key measures for optimal customer success
  • Promote customer satisfaction and loyalty by demonstrating an understanding of critical business issues and needs while delivering products and services that meet customer’s business objectives
  • Build and maintain strong relationships within key accounts
  • Design and facilitate customer campaigns that keep centered on Ethereum & Consensys’s recent developments
  • Educate customers on the use and benefits of Ethereum & Consensys’s solutions
  • Work closely with our Solutions and Support teams to ensure consistently positive customer experience
  • Provide escalation management
  • Serve as a customer advocate capturing customer's feedback (VOC) and relaying it back to Solutions and Spokes
  • Prepare, schedule, and conduct account reviews; maintain accurate record of discussions and action items
  • Efficiently manage time to focus on essential activities and ensure customer satisfaction, account renewal, and account growth.
  • Proactively monitor and identify opportunities to optimize current pricing and packaging
  • Coach CSM team members as needed to ensure strategic renewal success and quarterly renewal rate achievement.

Requirements:
  • BA/BS degree required at Top-tier University (graduated at top 10%)
  • Minimum of 5 years customer facing role
  • At least 2 years of experience at a multinational consulting firm (up to 10 years) - such as BCG, McKinsey, Bain, EY, Deloitte, PWC
  • Knowledgeable and passionate about blockchain technology
  • Excellent verbal and written communication skills
  • Teamwork, flexibility, initiative, communication and organization
  • Willingness to constantly learn & improve, challenging yourself to stay at the top of your game
  • Strong analytical and organizational skills
  • Ability to work in dynamic startup environment under constant change
  • Ability to rapidly learn and adapt to new technologies and solutions
  • Willing to travel up to 40% of the time
  • Familiarity and interest in non-hierarchical decision-making and decentralized systems (beneficial)

 

Here are some of the perks of being part of a unique organization like ConsenSys:
  • The forefront of a revolution. At ConsenSys we fundamentally believe that a next generation of technologies presents the opportunity to create a more just and equitable society.
  • A dynamic startup environment. ConsenSys is a thought leader in the blockchain space and we are absorbing a significant portion of the mindshare. This is both exciting and challenging, as we learn to scale our organization while adhering to the principles of decentralization.
  • Continuous learning. You’ll be constantly exposed to new languages, frameworks and ideas from your peers and as you work on different projects -- challenging you to stay at the top of your game.
  • Deep technical challenges. This entire ecosystem is about 10 years old. Ethereum itself is still a toddler. There is much work to be done before these platforms can scale to the order of millions or billions of users. ConsenSys is building the technology platforms that can get us to those next thresholds of scale.

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