Job Description
At arenaflex, we're revolutionizing the way people interact with cryptocurrency and blockchain technology. As a Customer Success Professional, you'll play a critical role in driving business growth, improving customer satisfaction, and fostering a culture of excellence within our organization. If you're passionate about delivering exceptional customer experiences, staying ahead of the curve in the crypto space, and contributing to a dynamic team, we want to hear from you. **About arenaflex** arenaflex is a pioneering company in the cryptocurrency space, dedicated to making portfolio tracking and tax compliance simple for consumers and businesses. With a globally distributed team and a mission to enable everyone in the world to use crypto with peace of mind, we're committed to innovation, customer satisfaction, and excellence. Our team is comprised of experienced professionals who are passionate about making a difference in the crypto industry. **Some things we're proud of** * Building foundational tools in the cryptocurrency space * Over 1M tax forms generated * $80B+ in cryptocurrency is tracked on arenaflex (~over 5% of the entire crypto market) * Partnered with Coinbase, H&R Block, Intuit TurboTax, MetaMask, OpenSea, Phantom, Solana, and Uniswap * Founders: Jon previously built TextNow (200M downloads), Chandan was previously a product manager at Google & Google[x] * $100M+ venture capital raised from Accel, General Catalyst, Y Combinator, Initialized Capital, Coinbase Ventures, Kraken Ventures, Intuit Ventures, 776 Ventures, Balaji Srinivasan, Claire Hughes Johnson, Gokul Rajaram, Serena Williams, Zach Perret * Awesome benefits **Your mission** As a Customer Success Professional, your primary objective will be to drive arenaflex brand loyalty through exceptional customer support and customer success. You will be responsible for onboarding and managing key relationships with enterprise customers and premium consumer segment, identifying and implementing strategic improvements in the customer experience team, and delivering an industry-leading customer experience. **Your one-year outcomes** * Drive retention of key relationships amongst enterprise customers and premium consumer segment * Onboard & manage first 50 Enterprise Clients * Manage 50% of Whale Accounts * Achieve 90% Satisfaction with all Enterprise Clients and Whale Customers * Identify and implement strategic improvements in the customer experience team across both support and success, which reduce ticket volume by 10% and/or drive >5 pt increase in satisfaction * Deliver an industry leading customer experience through ticketing, supporting 50% of Priority Support needs with +80% CSAT * Demonstrate an expertise in crypto and the arenaflex product; provide regular insights and customer feedback to improve customer loyalty, reduce friction in the product and differentiate arenaflex **What you will do** * This role is a blend of customer support/success (50/50) with a goal of transitioning to a 100% customer success/client management role * Resolve customer support tickets from consumer customers, as well as manage relationships with premium support segment/Enterprise Customers * Engage with customers across phone, video, email and other channels as required **What we look for** * **Impact**: Demonstrated ability to drive business impact * **Mission alignment**: Hungry and motivated about making progress towards our mission of Enabling everyone in the world to use crypto with peace of mind * **Trust**: Say what you believe. Do what you say. * **Communication**: Able to clearly talk about the details and also zoom out to the bigger picture * **Role-specific**: * Able to identify problems and solutions, provide recommendations, and prioritize workload for the most significant impact * Trend and identify high-volume issues to impact change * Have a customer first mindset; advocate for the customer and serve as their voice across the organization * Ability to communicate with C-level executives, high-net-worth individuals, and/or advanced crypto users and when doing so clearly & succinctly articulate challenges and resolutions while appropriately setting customer expectations with empathy **What we offer** * The starting salary for this position is between $104,000 - $130,000. The actual compensation offered will be based on a variety of job-related factors including relevant skills, education, and experience. * Equity in arenaflex * Benefits like medical, dental, vision, 401(k), life insurance, and PTO If you're passionate about delivering exceptional customer experiences, staying ahead of the curve in the crypto space, and contributing to a dynamic team, we want to hear from you. Apply now to join our team as a Customer Success Professional and be a part of arenaflex's mission to enable everyone in the world to use crypto with peace of mind. Apply for this job