Web3 Jobs in Los Angeles, California, United States

FUNCTION

The Head of Customer Success will partner with Product, Engineering, and cross-functional leaders to develop and execute strategies that drive the success of our customers. This person will be the voice of the development team to the community.

RESPONSIBILITIES &DELIVERABLES

• Build and grow a team of professionals in the areas of customer support, community support, and customer success
• Serve as the point of escalation for any complex or intricate customer issues or troubleshooting
• Monitor and report on the progress and ‘health’ of all users across the organization
• Partner and collaborate with Product and Marketing to develop a user engagement strategy that harmonizes the Customer Success team’s focus on user happiness and revenue
• Synthesize customer feedback and identify key opportunities based upon the organization’s needs to influence product strategy and direction
• Collaborate effectively with cross-functional partners (Partnerships, Product, Marketing, Engineering, Operations) to drive success for our customers and Nifty’s
• Analyze and understand customer churn and work to implement solutions to remedy
• Deliver targets and key metrics through operational excellence
• Other duties as assigned

MINIMUM REQUIREMENTS

• 3-5 years experience in Customer Success, Customer Experience or Customer Support (Manager level)
• 7+ years experience in Customer Success, Customer Experience or Customer Support (Director level)
• Experience leading and managing customer success/and or customer support teams
• A focus on outcomes with the strong ability to drive team goals to align with company goals
• Thrive in a customer setting, actively seeking out opportunities to network and connect with customers
• Proactive, with ability to self-direct through multiple concurrent projects
• High sense of urgency, driven with ability to understand and prioritize initiatives
• Ability to build trust quickly, navigate difficult conversations comfortably, and maintain strong customer relationships
• Strong verbal, interpersonal and written communication skills; comfortable presenting to executive teams and key stakeholders.
• A proven track record of aligning team members, processes, and systems to drive customer loyalty
• A passion to solve market problems using technology
• Ability to collaborate and communicate effectively
• Comfortable with ambiguity and being agile in order to change direction as priorities move rapidly
• Ability to catch the vision and direction of the product and pragmatically execute to deliver results
• Integrity and emotional intelligence: will need to create relationships with and influence a wide range of internal teams, always acting with the best interest of the company in mind, and handling sensitive/confidential information
• High EQ and excellent interpersonal skills
• Previous experience using Zendesk is a bonus but not required.
• Previous experience with NFTs and/or cryptocurrency is a bonus but not required.

Other things to note:

Nifty’s, Inc. strives to be a best-in-class and equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

This job posting highlights the most critical responsibilities and requirements of the job. Other duties may be assigned as needed.

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