What you’ll be doing (ie. job duties):

📍Supervise (coach, develop, performance manage) a team of analysts who own the account and relationship management of high value customers. 📍Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution. 📍Handle customer escalations to resolution, including collaborating across teams of subject matter specialists. 📍Model an investigative mentality to help address critical customer issues at the root cause. 📍Represent and advocate for the customer across organizations to drive impactful changes. 📍Champion clear communication with internal and external partners to align on solutions and drive results. 📍Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts. 📍Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase. 📍Identify opportunities to enhance the customers experience with Coinbase, unlocking potential to adopt additional features, services, and products. 📍Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.

What we look for in you (ie. job requirements):

📍Passionate and skilled people leader. Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients. 📍Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast paced environment. 📍Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto. 📍Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation. 📍Fantastic communication skills in order to operate across multiple departments and stakeholders. 📍Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.