Customer Support Executive

3 days ago

Greater Kuala Lumpur, Malaysia Cobo Full time 60,000 - 80,000 per year

Cobo is a trusted leader in digital asset custody and wallet infrastructure solutions. Founded in 2017 by blockchain pioneers, Cobo is trusted by more than 500 organizations worldwide, safeguarding billions of dollars in assets with a zero-incident security track record.

Today, Cobo provides the industry's only unified digital asset wallet platform that integrates all 4 wallet technologies in one place – Custodial Wallets, MPC Wallets, Smart Contract Wallets, and Exchange Wallets. By combining a comprehensive suite of wallet solutions with advanced risk controls and developer tools, Cobo empowers organizations and developers to innovate and scale with ease.

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Job Overview:

This role focuses on managing B2B clients by building and maintaining long-term, strong relationships with key decision-makers. Through proactive service and effective resource coordination, you will continuously enhance customer satisfaction, strengthen client confidence in our products and services, and drive customer retention and renewal rates.

Job Responsibilities:

Client Relationship Management

  • Maintain regular and proactive communication with clients, building trusted and long-term partnerships.
  • Ensure clients' successful use of company products and services.
  • Drive customer satisfaction, renewal rates, and business expansion opportunities.

Project Implementation & Management

  • Coordinate internal resources to ensure efficient delivery of client solutions.
  • Assess client needs, oversee project management and execution to achieve client goals.

Business Performance Ownership

  • Take responsibility for key business metrics
  • Drive customer growth and retention in line with company objectives.
  • Identify potential client needs to promote cross-selling and upselling, and prevent churn.

Demand Management & Value Creation

  • Gather and analyze client needs, identifying core business pain points.
  • Translate client requirements into actionable business value, collaborating with Product, Tech, and other teams to optimize solutions.

Job Requirements:

  • Excellent communication and customer service skills, with the ability to address diverse client needs effectively.
  • Strong learning agility, adaptability, and resilience under pressure.
  • Proven project management experience and capability to independently manage complex projects.
  • Skilled in cross-department collaboration and efficient coordination of internal and external resources.
  • Background in blockchain technology or account management is an advantage.
  • Fluent English communication skills preferred.

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