QUALIFICATIONS

• A passion and dedication to delivering an outstanding experience to our most valued customers.
• At least 2 years of experience in customer success, account management, or advisory roles within fast-paced, dynamic environments.
• Foundational understanding of blockchain concepts, including infrastructure, staking, ROI/rewards, and custody.
• Proficiency with Google Workspace (Docs, Sheets, Slides) and experience preparing polished presentations.
• Strong interpersonal and communication skills, with the ability to navigate across cross-functional teams and stakeholders.
• Adaptable and resilient in a high-growth, fast-changing environment.

• Act as the primary point of contact and relationship manager for a portfolio of high-value Consumer clients.
• Deliver an exceptional customer experience through effective stakeholder coordination, task execution, clear prioritization, and operational efficiency.
• Own customer inquiries from initiation to resolution, collaborating with internal experts across teams as needed.
• Demonstrate a proactive and investigative approach to uncover and resolve root causes of complex customer challenges.
• Serve as the voice of the customer within the organization, driving meaningful improvements and advocating for their needs.
• Ensure clear, consistent communication with both internal teams and customers to align on solutions and outcomes.
• Guide new customers through onboarding—helping them understand how to securely set up, fund, and start using their account based on their specific goals.
• Monitor client accounts proactively, identifying and resolving issues independently or guiding customers to resolution.
• Promote new products or features that align with customer interests and needs.
• Educate clients on underutilized offerings that could enhance their experience and benefits.
• Anticipate customer needs to streamline their journey, reduce friction, and build long-term trust