Our Solutions and Success team understands high-level business strategy and how to translate that into technical requirements for our customers - and we love figuring out ways to stretch the limits of what is technically possible. Our job is to not only provide technical leadership and guidance to our users during the sales cycle but to also help customers, prospects and partners visualize the steps to achieve their business objectives
As a Customer Success Manager you will play a pivotal role in driving customer satisfaction, retention, and revenue growth throughout the whole customer lifecycle. By building trust with prospective customers from day one, you will work with the wider account team to guide them through a value-based sales process by leveraging your deep understanding of our products, customer verticals, and competitive landscape.
In this role, you’ll:
- Develop working knowledge of the Chainalysis Solutions
- Maintain knowledge of Chainalysis solutions and integrations/interoperability within the assigned customer environments
- Understand how our customers are utilizing Chainalysis’s solutions and recommend additional features that can be leveraged to increase their operational efficiencies
- Ensure customer configuration aligns with recommended best practices
- Build trusted relationships with relevant technical and management stakeholders in assigned accounts
- Develop and proactively manage strong relationships with internal personnel in all functional areas of Chainalysis (both sales and support functions)
- Serve as a customer advocate to ensure that issues are resolved quickly and efficiently
- Be available to travel to customer locations as and when needed
- Be available after hours for customer emergencies on occasion.
- Invest in ongoing self-development to acquire industry-relevant skills to satisfy your customer’s needs.
We’re looking for candidates who have:
- Knowledge of service delivery or account management in a post and/or presales environment
- Experience working with or directly within customers in Public Sector (Law Enforcement, Defense, Justice, Government)
- Proven ability to understand and communicate technical concepts effectively to diverse audiences
- Strong analytical and problem-solving skills, with the ability to address complex challenges in a clear and concise manner
- Excellent communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders at all levels
- Aptitude for understanding technical concepts such as data analysis, APIs, and logic-based workflows
- Strong technical knowledge of blockchain, with a particular focus on cryptocurrency, including a deep understanding of the cryptocurrency ecosystem and its related industries.
Nice to have experience:
- Experience in financial compliance and/or anti-money laundering initiatives;
- Experience in a B2B presales, solution architecture, or sales role, OR
- Proven track record of driving customer success initiatives, including onboarding, training, and ongoing support.
- Experience in criminal investigation, and familiarity with processes and standards of evidence - particularly of a digital nature - within the criminal justice system
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.
