About the company
Fireblocks provides a suite of applications to manage digital asset operations and a complete development platform to build your business on the blockchain
Job Summary
CSM responsibilities
šWork with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals. Measure, monitor and report internally and externally to Customer Sponsors. šEstablish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions šWork closely with Sales to provide insights to customers about applicability of new features in FireBlocks and identify additional business cases šDevelop, nurture and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption. šTranslate customer product usage data into actionable advice for customers šProvide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, and Product partners šProvide customerās contract utilization pacing in regular account check-ins šProvide customer upsell and expansion recommendations for platform products, partnerships, services, and cloud network partners across the full lifecycle in regular account check-ins šAssist and provide expert deployment and operational best practices in all customer communication channels including in-person, email, web calls, slack, and mobile options šWork cross-departmentally to find solutions to complex scenarios and integration issues šStrong knowledge of Customer Success best practices, with experience defining processes to promote adoption šUnderstand customer health scoring and predictive risk management to prevent and resolve risk. Program manage Customer escalations. šContinuously drive communication and customer advocacy to ensure an orchestrated customer experience šWork transparently to surface customer problems and allow others to participate in solving them.
Required Experience/Skills
šBachelorās degree with 6+ years of experience in Account Manager or Customer Success role or related SaaS vendor or systems integrator or in house practitioner šExperience in managing significant technology and operational change programs and have credibility as a trusted advisor to customer executives for such programs šExperience of directly assigned to customers with an aggregate of at least $2 - 4M ARR in total and delivering upsell expansions of over $400 - 800k annually šAdvanced project management experience & skills šAbility to translate business requirements into business value, and work with sales and marketing teams to promote value-driven solutions to customers šAbility to manage executive relationships and discussions šExcellent moderation and communication skills šExtensive experience within a technical or account management area