Position Summary

We are looking for a highly skilled and customer-focused Technical Customer Success Representative to serve as a primary point of contact for both technical and customer success needs. In this role, you will bridge the gap between our technical teams and customers, offering expert guidance on product functionality, API usage, and system integrations. You will manage customer accounts, ensuring a deep understanding of their technical challenges and goals while driving product adoption and maintaining optimal customer health. The role requires a blend of technical support expertise, proactive customer relationship management, and a passion for helping customers succeed.

This position offers an exciting opportunity for a driven individual to combine technical expertise and customer success strategies, making a direct impact on customer satisfaction and product growth.

Responsibilities

• Assist customers during onboarding, focusing on API integrations and understanding the product’s technical functionalities.
• Serve as the technical liaison, explaining proprietary algorithms and helping customers understand how they relate to their specific use cases.
• Collaborate cross-functionally to advocate for customer needs and suggest product enhancements.
• Regularly engage with customer accounts, maintaining a cadence of contact to understand their challenges, goals, and drive product adoption.
• Monitor customer usage, identify trends, and implement strategic account plans to increase adoption, retention, and mitigate any risks of churn.
• Support cross-functional initiatives to enhance the overall customer experience and streamline team workflows.
• Log and track customer requests, providing monthly reports on interactions and resolutions.
• Occasionally travel to meet customers in person or attend industry events as needed.
• Provide technical support to customers by identifying issues, researching solutions, and offering guidance in both written and verbal form.

Requirements

• Degree in IT or a related technical field, or equivalent experience in a technical role.
• Proven experience in a technical support, customer success, or account management role, preferably within a SaaS environment.
• Ability to analyze logs and troubleshoot technical issues, with strong analytical and problem-solving skills.
• Proficiency in reading and understanding API documentation and explaining technical concepts to both technical and non-technical audiences.
• Experience building out customer journeys, usage metrics, and expanding product adoption.
• High level of emotional intelligence, with the ability to empathise and proactively solve customer problems.
• Excellent communication skills in English; fluency in Mandarin; fluency in other languages (e.g., Bahasa, Japanese, or Korean) is a plus.
• Knowledge of blockchain, cryptocurrencies, or Web3 is a strong plus.
• Ability to thrive in a fast-paced, sometimes unstructured environment, with personal accountability and a drive for customer success.

Nice To Have 

• Experience in blockchain analysis, financial crime investigations, or working with stakeholders in government, law enforcement, or financial institutions.
• Curiosity and eagerness to stay up-to-date with trends in the crypto and blockchain ecosystem.