Enterprise Customer Success Manager developing tailored HRS solutions for top - tier corporate customers to maximize business value and enhance traveler satisfaction.
About the role
- Concierge in Coinbase's Customer Success Team providing world-class service and support to high-value clients. Engaging with customers to resolve issues and enhance their trading experience.
Responsibilities
- Serve as the primary touchpoint and relationship owner for selected high value Consumer customers.
- Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
- Handle requests through 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.
- Onboarding the customer to Coinbase and after understanding their goals, helping them understand how to set up, secure, fund and begin using their account.
- Proactively monitoring their customers’ accounts for any potential issues and when one is identified, either resolving it on their behalf or helping them do so.
- Introducing customers to newly released features or products that they may be interested in.
- Educating customers about benefits (i.e. staking, Coinbase One, etc) that they aren’t currently taking advantage of, but could be.
- Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
- Responsible for providing support for Coinbase customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customers' trading related issues.
Requirements
- FINRA License series 7 & 63 (will not initially be sponsoring licenses)
- Motivated by Coinbase’s mission, creating a seamless experience for our trading customers and driving product adoption.
- Minimum of 2+ year of relevant experience in a financial services customer service or support role in a fast paced environment.
- Advanced knowledge of the financial services industry and securities trading.
- Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
- Fantastic communication and relationship management skills, passion for assisting customers to use Coinbase products successfully, and an eagerness to create a community of high value Coinbase power users.
Benefits
- bonus eligibility
- equity eligibility
- benefits (including medical, dental, vision and 401(k))
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