Job Description

Responsibilities

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

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.