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Customer Success Manager

Solidus Labs

Solidus Labs

Administration
Singapore
Posted on Monday, May 6, 2024

Customer Success Manager

  • Client Services
  • Singapore
  • Senior
  • Full-time

Description

About Solidus Labs

At Solidus, we believe digital assets offer an opportunity to transform finance and make it more inclusive, transparent, and efficient. Our team uses over 20 years of experience developing Wall Street-grade FinTech to build crypto-native market surveillance and compliance infrastructure. Digital asset firms globally use our products to detect, investigate, and report compliance threats, trade manipulation, and fraud in order to protect investors, provide transparency, apply for licensing, and comply with regulation. Our work is key to promoting institutional adoption of digital assets and growing the ecosystem.

Responsibilities

  • Manage Solidus Labs customers in APAC and effectively communicate our value proposition, vision, and product/service capabilities.
  • Build and maintain positive relationships with key decision makers and users to influence adoption and facilitate smooth customer experience of Solidus Labs solutions.
  • Demonstrate and educate customers on how to use our platforms and solutions in a manner that is tailored to customer’s requirements due to compliance policy and/or regulatory requirements to drive opportunities and increase adoption and utilization.
  • Ensure customers derive maximum value from their investment in Solidus Labs solutions by fully utilizing the features and collaborating with other teams to ensure retention and growth.
  • Oversee regular check-in meetings with customers to achieve specific objectives and join/collaborate on strategic account meetings to discuss customers' business objectives and strategies.
  • Actively monitor and enhance product utilization using comprehensive reporting and data analysis. Proactively manage dashboards to maintain accurate records and ensure timely updates.
  • Conduct quarterly business reviews (QBRs) to evaluate the customer's goals, discuss future outcomes, demonstrate value, and understand expectations.
  • Drive client satisfaction through timely management of client issues and escalations.
  • Advocate for clients by effectively working across departments to get the support and information needed to satisfy client needs.
  • Identify cross-selling and up-selling opportunities through customer interactions; collaborate on opportunities with Account Executive and Solutions Executive(s).
  • Reinforcement of our resources through conferences, partnerships, industry knowledge, thought leadership, networking, etc.
  • Some travel is required.

Requirements

  • Have 5+ years of experience in a customer success or related role, adept at managing customer relationships across diverse, global organizations, with a preference for those experienced in technical enterprise products.
  • Experience with financial markets, trading and compliance is highly desirable.
  • A strong willingness to learn and adapt in an evolving industry and environment and exhibit a proactive approach to learning.
  • Are skilled in employing a consultative approach, with a proven ability to understand and address diverse customer needs quickly.
  • Bring a proven track record of delivering clear, measurable outcomes for customers.
  • Exhibit exceptional communication and interpersonal skills, capable of engaging effectively with a wide range of stakeholders.
  • Demonstrate a strong ability to identify trends and implement data-driven strategies for customer engagement and retention.
  • Are enthusiastic about innovating in the customer success space, particularly in applying scalable strategies.
  • Possess a collaborative and adaptive mindset, able to work seamlessly with various teams and thrive in a dynamic, fast-paced environment.
  • Possesses a solid understanding of our products and solutions and how to articulate the value of our products to customers.
  • Speaks Mandarin fluently.

Location

  • This is a remote position based in Singapore.