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Nansen
Customer Success Manager
at Nansen
3 months ago | 348 views | 7 applications

Customer Success Manager

Full-time
Start-up
Remote, Asia

About the company

Nansen is a blockchain analytics platform that enriches on-chain data with millions of wallets labels. Crypto investors use Nansen to discover opportunities, perform due diligence and defend their portfolios with our real-time dashboards and alerts.

Job Summary

Responsibilities:

📍Serve as the primary point of contact for a portfolio of customers, building strong relationships and ensuring their ongoing success and satisfaction. 📍Develop a deep understanding of each customer’s goals, challenges, and needs, and proactively identify opportunities to drive value and growth. 📍Collaborate closely with the wider GTM team to onboard new customers, drive adoption of our products or services, and expand customer accounts. 📍Manage and prioritize a pipeline of leads generated through inbound inquiries 📍Engage with leads through multiple communication channels, including video calls, email, and social media, to qualify their needs and identify potential opportunities. 📍Conduct thorough needs assessments and discovery calls to understand prospects’ pain points, challenges, and objectives, and effectively articulate how our products or services can address their needs. 📍Conduct regular check-ins with customers to assess satisfaction, gather feedback, and address any issues or concerns in a timely manner. 📍Act as a trusted advisor to customers, providing guidance, best practices, and recommendations to help them achieve their goals and maximize the value of our products or services. 📍Track key account metrics and KPIs, analyze customer data, and generate insights to inform strategic decision-making and drive customer success initiatives. 📍Stay up-to-date on industry trends, best practices, and emerging technologies in customer success and continuously leverage this knowledge to improve our processes and practices.

Must-Haves:

📍Deep knowledge of the wider crypto ecosystem and experience trading crypto 📍2+ years in a customer-facing role, either as a CSM or an AE 📍Covering APAC timezones 📍Fluent in English

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