Customer Activation

ABOUT THE AURA BLOCKCHAIN CONSORTIUM

Aura Blockchain Consortium is a non-profit organization dedicated to providing flexible blockchain solutions to luxury brands. Our purpose is to promote socially responsible and sustainable manufacturing and trading practices in the luxury market thanks to technology.

We serve luxury brands across different verticals, offering both public and private blockchain solutions. Our expertise is recognised in Digital Product Passports traceability safeguarding the authenticity, provenance, and ownership of the brands´ products on the blockchain as well as Digital Collectibles. Together, we are creating a new industry standard and ecosystem, fostering trust and transparency, while championing sustainability and elevating the customer experience.

Our adaptability is a testament to our commitment; we tailor our services to meet the evolving needs of brands, ensuring a seamless integration into their operations. Each year, we stride forward, enhancing our capabilities and expand our network. Aura stands for innovation and trust, fostering a future where blockchain transforms the luxury industry.

Aura Blockchain Consortium is committed to fostering a diverse and inclusive workplace where creativity and innovation thrive. We value teamwork, collaboration, continuous learning and knowledge sharing. A strong relationship and exchange with the steering member representatives is an essential part of the collaboration.

JOB SUMMARY

The Customer Success & Delivery Manager is responsible for ensuring the successful onboarding and ongoing engagement of new member brands and clients onto the Aura Blockchain Consortium platform. Sitting at the intersection of commercial and onboarding activities, this role requires a unique profile capable of excelling in both commercial and onboarding areas.

This role is pivotal in driving revenue generation by expanding existing client relationships through follow-up, pitching new use cases, upselling, and ensuring full member ramp-up on the platform. The role also provides crucial commercial feedback to shape the product roadmap. Regarding delivery, the position involves strategic planning, team management, overseeing the business and technical aspects of onboarding, representing Aura publicly, and contributing to the overall onboarding strategy. The successful candidate will drive a seamless and valuable experience for new members, contributing to the strategic and technical vision of the Consortium.

The main responsibilities include, but are not limited to the following:

Revenue & Performance:

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Unlock Revenue Potential: Focus on proactive up-selling to existing clients to maximize revenue generation and consistently achieve targets.

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Optimize Performance: Monitor metrics, identify improvements, and accelerate client time-to-value.

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Feedback Loop: Capture client feedback to inform product development.

Strategic Onboarding Vision and Execution:

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Define and implement the overall onboarding strategy for new member brands and clients, aligning with the Consortium's strategic goals.

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Develop and refine onboarding processes, materials, and tools to optimize the client experience and accelerate platform adoption.

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Identify and implement best practices for onboarding, ensuring consistency and quality across all client engagements.

Brand/Client Onboarding:

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Oversee all stages of the onboarding journey, from initial contact to successful platform adoption, ensuring a seamless and valuable experience for new members.

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Provide guidance and support to the team in developing and managing onboarding project plans, scheduling and leading meetings/workshops, and ensuring all necessary documentation is completed.

Education and implementation:

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Provide strategic direction for educating and guiding new brands/clients on the Aura platform and blockchain technology.

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Ensure the team delivers comprehensive platform demonstrations, explains core blockchain concepts, and delivers effective training sessions on using Aura tools and features.

Use Case Definition and Project Support:

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Oversee the team's efforts in assisting brands/clients in defining and refining their blockchain use cases and supporting project planning, deployment strategies, and technical integration.

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Ensure the team translates business needs into technical implementation plans, supports the creation of project roadmaps, and provides guidance on using Aura APIs and integration tools.

Ongoing Support and Monitoring:

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Set the strategic direction for ensuring ongoing support and monitoring brand/client progress to identify opportunities for scaling and deeper engagement.

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Ensure the team acts as the main point of contact during onboarding and initial deployment, monitors product ingestions and project progress, identifies scaling opportunities, and addresses client concerns.

Internal Collaboration and Public representation:

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Lead collaboration with internal Aura teams (Product, Tech, Legal, Member Success) to align on onboarding scope, provide feedback to shape the product roadmap, and support cross-functional planning initiatives.

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Represent the Aura Consortium publicly as a speaker, ambassador, and thought leader at industry events, conferences, and webinars.

YOUR PROFILE

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10+ years in client commercial, onboarding, customer success, management consulting, partner management, or a related client-facing role (tech/SaaS preferred).

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3-5+ years in team management and leadership.

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Project management experience with multiple stakeholders.

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Understanding of blockchain technology and its applications (luxury/supply chain sectors) is a plus,

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Understanding of the luxury goods industry and experience with SaaS and business process implementation.

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Communication, presentation, and interpersonal skills.

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Strategic thinking, analytical, and problem-solving skills.

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Organizational and time management skills.

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Ability to work collaboratively with internal and external stakeholders.

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English required; French/Italian a big plus.