Customer Success Manager

Responsibilities

• Build fruitful relationships with Hex Trust Customers by becoming their key point of contact.
• Provide exceptional client service for all Hex Trust products and services.
• Ensure smooth and timely client onboarding by coordinating internally with the different teams involved (Operations, Technology, Compliance, etc.)
• Address inbound Customer requests and issues via email, chat and phone.
• Become an enabler of Hex Trust Customers’ success by Identifying and assessing Customers’ needs.
• Work across the organization to streamline processes and facilitate solving Customer issues accurately and efficiently.
• Create process enhancements and efficiencies via proactive improvement projects.
• Provide periodic on-call support coverage for customer issues outside of business hours.
• Occasional weekend coverage of support channels.

Requirements

Minimum:

• 1-5+ years in a account management/relationship management/customer support capacity or equivalent, preferable if in a digital asset company.
• Confident verbal communication and polished written communication.
• Experience and comfort with solving complex problems from end-to-end.
• Comfort with flexible hours, including weekends, for comprehensive support coverage.

Preferred:

• Experience working in the Digital Asset/Crypto or Financial industry.
• Experience with case management/ticketing software.
• Experience with stakeholder and project management.
• Familiarity with Digital Assets: cryptocurrencies, NTFs, tokenized securities, etc.
• Good understanding of Financial Markets and Trading.