Customer Service Manager

Merkle Science provides blockchain transaction monitoring and intelligence solutions. The Customer Service Manager manages customer relationships and account success, coordinates delivery and onboarding with internal teams, monitors product usage, and drives upsells.

Responsibilities:

• Be the primary point of contact and build long-term relationships with customers
• Customer champion within Merkle Science who will work closely with the product team to advocate for key requirements of customers and identify new opportunities
• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
• Forecast and track key account metrics
• Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis
• Monitor and analyze customer's usage of our product
• Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships
• Drive upsells within existing customer base

Requirements:

• Fluent in English
• At least 3 years of prior account management experience
• Previous compliance/web3/blockchain experience
• At least 1 prior early-stage startup experience
• Proven ability to upsell with exceptionally strong relationship and people management capabilities
• A creative problem solver, results driven and self-motivated
• Possesses a resilient personality and reacts well under pressure
• High emotional intelligence, well organized with the ability to prioritize workload and use time effectively
• Ability to handle changing requirements and unforeseen problems rapidly and positively