Customer Success Representative

2 weeks ago

Kuala Lumpur, Malaysia Crystal Intelligence Full time

**Position Summary**

With revenue and customer numbers continuing to grow year-on-year, we are looking to expand our customer success team to ensure that we continue to give our customers the best experience possible with Crystal. As a Customer Success Representative at Crystal you will develop a deep understanding of your customers challenges and goals and provide guidance to help achieve these. You will be overseeing a number of customer accounts to help drive further product adoption and development.

We're looking for someone who enjoys working in a fast-paced, sometimes unstructured environment where personal accountability is valued. This position will require occasional travel to meet customers in person alongside industry events. Working closely with the VP of Growth APAC and Head of Customer Success.

**Responsibilities**
- Establish a regular cadence of contact and reviews with your customers that allows you to understand your stakeholders and their individual and organizational goals, proactively solve problems, and maintain optimal customer health with risks of customer churn identified early and mitigated effectively.
- Directly contribute to increasing the adoption, renewal, and net retention of our most important customers by monitoring their usage, noticing meaningful trends, and executing strategic account plans.
- Collaborate cross-functionally and advocate for the needs of customers to leaders in different internal departments.
- Support cross-functional initiatives to improve the overall customer experience
- Provide input on how to automate, simplify, and improve our daily workflows to make the Customer Success team more efficient and scalable.
- Meet with customers both virtually and in-person.

**Requirements**:

- Work experience in a Customer Success or Account Management role within SaaS.
- Ability and/or experience building out customer journeys, usage metrics and expanding product adoption as well as creating account plans and managing stakeholders in government & law enforcement agencies and Banking, and financial institutions.
- Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying.
- Curiosity and motivation to proactively catch up with latest trends in the crypto ecosystem and learn technical aspects of blockchain and on-chain analytics.
- Fluency in Mandarin, English.

**Nice To Have**
- Understanding of blockchain analysis and/or financial crime investigations.
- Experience in Blockchain/Web3
- Fluency in Bahasa / Japanese / Korean

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