Customer Success Manager, Public Sector

Found in: Jooble CA O C2 - 7 days ago

Canada Chainalysis Inc. Full time

Our Customer Success team is insatiably curious and adept at problem-solving. We use data and domain expertise to navigate the customer-journey, helping each stakeholder define and achieve success. We’re also extremely collaborative and work cross-functionally to share the insights we learn from our customers. Within the public sector segment, our team is driven by our mission to make the world a safer place by supporting customers that track and investigate illicit activities involving cryptocurrency like human trafficking, terrorist financing, and money-laundering.

The Customer Success Manager supporting our Canadian public sector business is passionate about the customer’s mission and ensuring their success. We measure our performance by metrics like user adoption, retention, and overall customer satisfaction.

Priorities in your first year include:

  • Understanding your customers’ challenges and industry trends

  • Confidence in consulting on how Chainalysis can help customers achieve their objectives

  • Establishing strong relationships with influential users in a customer organization, ensuring they are Chainalysis champions, and fostering trust and reliance that you can help them achieve their goals

  • Ability to answer advanced product usage and technical questions related to data and investigations across our product suite

  • Collaboration cross-functionally and advocacy for the needs of customers to leaders in different internal departments

Responsibilities:

  • Establishing a regular cadence of contact and reviews with your customers that allows you to understand your stakeholders and their individual and organizational goals, proactively solve problems, and maintain optimal customer health with risks of customer churn identified early and mitigated effectively

    • Customer interactions will be a mix of virtual and in-person. Willingness to travel 20-30% based on customer and business needs.

  • Directly contributing to increasing the adoption, renewal, and net retention of our most important customers by monitoring their usage, noticing meaningful trends, and executing strategic account plans

  • Supporting cross-functional initiatives to improve the overall customer experience and lead to greater outcomes and dedication among our customers

  • Providing input on how to automate, simplify, and improve our daily workflows that will make the Customer Success team more efficient and scalable

Qualifications:

  • Customer Success or Account Management experience with a digital or software product

  • Prior experience in the technology space catering to state and local public sector customers

  • Experience building out customer journeys, account plans and expanding product adoption

  • Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying (and what they mean)

  • An interest in cryptocurrency and a passion to deliver on Chainalysis’ mission to build trust in blockchains

Nice to have experience:

  • Private sector, financial markets experience

  • Investigative or analytical experience within Canadian public sector or the financial services industry

  • Understanding of the Canadian Criminal Code

  • Proficiency in French

Technologies we use (experience not required):

  • Salesforce

  • Tableau

About Chainalysis

Blockchain technology is powering a growing wave of innovation. Businesses and governments around the world are using blockchains to make banking more efficient, connect with their customers, and investigate criminal cases. As adoption of blockchain technology grows, more and more organizations seek access to all this ecosystem has to offer. That’s where Chainalysis comes in. We provide complete knowledge of what’s happening on blockchains through our data, services, and solutions. With Chainalysis, organizations can navigate blockchains safely and with confidence.

You belong here.

At Chainalysis, we believe that diversity of experience and thought makes us stronger. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us. Some of the ways we’re ensuring we keep learning are an internal Diversity Committee, Days of Reflection throughout the year including International Women’s Day, Harvey Milk Day, World Humanitarian Day, and UN International Migrants Day, and a commitment to continue revisiting and reevaluating our diversity culture.

We encourage applicants across any race, ethnicity, gender/gender expression, age, spirituality, ability, experience and more. If you need any accommodations to make our interview process more accessible to you due to a disability, don't hesitate to let us know. You can learn more here . We can’t wait to meet you.

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