Customer Success Associate

Summary

Join our team as a Customer Success Associate for Satoshi at FalconX and be the primary point of contact for valued customers, responsible for building and maintaining strong relationships, understanding their unique business needs, and driving adoption and utilisation of our genAI crypto SaaS product.

Requirements

• 4+ years of experience working in institutional client coverage roles. Strong interest in working in the crypto industry
• Have experience handling institutional clients which is a must for this role
• Bachelor's degree in Business, Finance, Engineering or a related field. Masters degree preferred
• Strong analytical skills. Experience with analytics software such as Mode, Amplitude
• Fast learner, self-starter, flexible, and a proven ability to work in a demanding environment
• Strong problem-solving skills with an attention to detail and the ability to handle challenging customer interactions
• Excellent communication and interpersonal skills

Responsibilities

• Work with customers to understand their unique goals, workflows and business processes as well as provide expert knowledge of our AI application
• Monitor all customer communication channels and provide high-quality and timely support to customer inquiries by troubleshooting and resolving or escalating to the appropriate team members when necessary. Take ownership and see problems through to resolution
• Conduct product demonstrations and periodic release notes demo. Provide training to customers to ensure they are using our product to its fullest potential
• Qualitative and quantitative reporting on customers
• Stay up-to-date on industry trends, competitive products, and customer needs to ensure we are providing the best possible customer experience
• Categorize and summarize client feedback for Product teams to shape future development

Preferred Qualifications

• Experience working in institutional client coverage roles
• Crypto industry experience
• Experience in a SaaS-based customer organization with a proven track record in customer support, customer success, or related customer facing roles
• Familiarity with Salesforce CRM
• Experience working for a growth stage startup