Customer Success Manager

vor 9 Monaten

Geneve, Schweiz Taurus SA Vollzeit

Do you want to be part of a new entrepreneurial adventure and help build the next global FinTech, then we might just have the job for you.

Taurus is the European leading digital asset infrastructure provider for banks, corporates and private companies. Using blockchain technology, its platform covers cryptocurrencies, tokenized securities, tokenized assets (such as NFTs), digital currencies, and stable coins.

We are looking for ambitious and driven individuals to support our fast global growth.

Tasks

Our Customer Success team's mission is to ensure the long-term success and satisfaction of customers. By proactively engaging with customers, understanding their needs, and providing ongoing support, the team aims at maximizing customer value, retention, and loyalty. We work collaboratively across departments to ensure smooth onboarding, product adoption, and timely resolution of any issues or challenges. Our Customer Success team members serve as trusted advisors, helping customers achieve their goals, uncovering growth opportunities, and fostering strong relationships.

As a Customer Success Manager (CSM), you will be in charge of managing several customers to ensure product usage according to best practices, expand product adoption and contribute to the revenue growth of Taurus.

You will report to the head of customer success and work closely with the sales team.
- Keep clients engaged and regularly using products
- Ensure customers get fast time-to-value
- Build customer loyalty
- Managing churn and increasing customer retention
- Enhance customer’s training
- Provide customers with insights into Product Roadmap
- Advocate for customers
- Collecting customer feedback and closing feedback loops
- Liaising with the sales team to understand customer needs
- Liaising with the product team to share customer feedback
- Liaising with the Solution Engineering team to deploy technical solution
- Liaising with the marketing team for better user insights
- Liaising with the Support team to keep a “high-level view” of the entire support process
- Encourages Customers to Upgrade their Products

**Requirements**:
Customer Success Managers (CSMs) require a combination of skills to effectively fulfill their responsibilities. Some essential skills for CSMs include:

- Relationship-building: CSMs should possess strong interpersonal skills to build and maintain positive relationships with customers. This includes active listening, empathy, and effective communication.
- Problem-solving: CSMs need to identify and address customer challenges and issues. They should have excellent problem-solving skills, the ability to think critically, and the capacity to propose effective solutions.
- Product knowledge: CSMs should have a deep understanding of the product or service they are supporting. This enables them to provide expert guidance, answer customer inquiries, and help customers achieve their desired outcomes.
- Customer-focused mindset: CSMs must have a customer-centric approach, prioritizing customer satisfaction and success. They should have the ability to understand and anticipate customer needs and align them with the company's offerings.
- Project management: CSMs often handle multiple customer accounts simultaneously. Strong project management skills, including organization, prioritization, and time management, are crucial to effectively manage customer engagements.
- Analytical and data-driven mindset: CSMs should be comfortable working with data and metrics to assess customer health, track adoption rates, and measure customer success. They should be able to derive insights from data and use them to drive actionable strategies.
- Collaboration: CSMs collaborate with cross-functional teams, such as sales, support, and product, to ensure customer success. They should possess strong teamwork and collaboration skills to work effectively across departments.
- Continuous learning: Customer success is an ever-evolving field. CSMs should have a passion for learning, staying updated on industry trends, new technologies, and best practices to provide the best possible support and guidance to customers.
- Business acumen: CSMs should have a solid understanding of the business goals and objectives of both the customers and their own company. This enables them to align customer success strategies with business outcomes and drive mutual value.
- Resilience and adaptability: CSMs often face challenges and changing customer needs. They should be resilient, adaptable, and able to handle pressure while maintaining a positive and customer-focused mindset.
- Interest in Blockchain, Digital Assets, Cryptocurrencies, NFTs
- Knowledge of Banking, Finance, Trading

**Benefits**:

- An opportunity to work at the intersection of digital assets and finance
- A skilled and experienced team, including world-renowned experts
- A fast-paced learning environment, entrepreneurial spirit and team spirit
- A great moment to join as the company

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