Customer Success Lead (Remote)

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Posted 13 days ago United States Salary undisclosed
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Job Description

Context

Bitwave is an enterprise software and services company with the mission of bringing digital assets to enterprises.

Software Platform

We've built an enterprise software platform that enables enterprises to meet their digital asset/cryptocurrency specific accounting, tax, treasury, and management obligations. In most situations our platform is a subledger processing millions of digital asset transactions and producing accounting and tax reporting that integrate with our client's ERP.

Desired Experiences and Qualifications

We are looking for a candidate that uniquely combines (a) tech/software and/or digital asset enthusiasm (b) deep analytical and problem solving skills (c) ability to work in a fast paced environment constantly changing experience

Core Functional Experiences:

  • Background in the fundamentals of Finance (or) Accounting (or) Digital Assets (or) Operations
  • Interest and/or Basic level of experience with various kinds of analysis
  • Interest and/or Basic Level of experience with Digital Assets (BTC, ETH, NFTs, Defi etc)

Primary Customer Success Responsibilities:

  • Analyzing support tickets and provide recommendations that improve the customer experience and preempt technical challenges
  • Audit accounts, study customer escalations and develop an understanding of customer concerns
  • Provide analysis, write-ups, and regular reporting of customer impacting issues
  • Develop an understanding of customer needs and pain points and comprehend the business priorities and technical environments of the customer
  • Coordinate customer calls and troubleshoot customer issues
  • Create appropriate tools (i.e. project status reports, dashboards) to measure the progress and update stakeholders
  • Onboard new users and develop an automated onboarding experience
  • Train users using Zoom video meetings, Loom video recordings, live webinars
  • Answer users' questions using chat and email
  • Write help articles and user documentation

Other Qualifications:

    • Experience in account management, technical support, services and customer experience, and/or partnerships
    • Experience with managing cross-functional projects, dependencies and bottlenecks, providing escalations management, and anticipating and making trade-offs
    • Experience managing Enterprise level accounts, including those that are large, complicated accounts, and strategic to the business.
    • Project management experience applying internal resources and external partners to accomplish deadlines to ultimately drive revenue retention and growth
    • Excellent verbal and written communication skills - you consistently stand-out as a relationship builder amongst your peers
    • Work independently, a fast learner in an unstructured environment
    • Excited to join as an early employee
    • Helpful, energetic, ambitious, positive attitude
    • Strong analytical mindset and proven ability to turn data into action

    Other Details:

    Team: Product Solutions

    Title: Customer Success Manager