Customer Success Manager - ASEAN (Mandarin Speaking)

Our Customer Success team is insatiably curious and adept at problem-solving. We use data and domain expertise to navigate the customer-journey, helping each stakeholder define and achieve success. We’re also extremely collaborative and work cross-functionally to share the insights we learn from our customers. Within the private sector segment, our team is driven by our mission to make the world a safer place by supporting customers that track and investigate illicit activities involving cryptocurrency like human trafficking, terrorist financing, and money-laundering.

The Customer Success Manager serves as a solutions expert and trusted advisor, proactively assisting assigned customers in maximizing their investment in Chainalysis. This role is instrumental in driving the adoption and consumption of Chainalysis solutions, thereby enabling customers to achieve organizational goals and objectives.

In this role, you'll:

• Facilitate the onboarding of new customers, ensuring that our solutions align with their stated objectives.

• Engage proactively with customers to comprehend their technical challenges, strategic goals, and to identify optimal leverage points for Chainalysis solutions.

• Maintain a comprehensive understanding of Chainalysis solutions and their integration/interoperability within assigned customer environments.

• Provide proactive advice, strategic guidance, and mentorship to assist Chainalysis customers in maximizing the value and performance of our solutions.

• Ensure customer configurations adhere to recommended best practices.

• Cultivate trusted relationships with relevant technical and management stakeholders within assigned accounts.

• Act as a customer advocate, ensuring the swift and efficient resolution of issues.

• Serve as the voice of the customer for the product management and engineering teams.

• Ability to independently lead and conduct workshops, product demonstrations and knowledge transfer sessions

• Commit to ongoing self-development to acquire industry-relevant skills necessary to satisfy customer needs.

• Demonstrate proficient stakeholder management, including the ability to influence technical decisions and manage relationships with diverse internal and external stakeholders.

• Develop a Success Plan to ensure customers achieve their desired outcomes, fostering long-term relationships, increased satisfaction, and reduced churn by demonstrating value and proactively addressing needs

• Provide weekly risk assessments for all accounts

We’re looking for candidates who have:

• Solid commercial experience within the blockchain/crypto technology, cybersecurity, or data analytics industry.

• Demonstrated knowledge of service delivery or account management within a post-sales and/or pre-sales environment.

• Possession of strong presentation and communication skills.

• Strong analytical skills to analyze customer usage, identify trends, and uncover opportunities for cross-selling and upselling

• English and Mandarin

Nice to have experience:

• Knowledge of Anti-Money Laundering (AML) in the cryptocurrency space, as well as blockchain/Web3 concepts, is highly desirable.

About Chainalysis

Blockchain technology is powering a growing wave of innovation. Businesses and governments around the world are using blockchains to make banking more efficient, connect with their customers, and investigate criminal cases. As adoption of blockchain technology grows, more and more organizations seek access to all this ecosystem has to offer. That’s where Chainalysis comes in. We provide complete knowledge of what’s happening on blockchains through our data, services, and solutions. With Chainalysis, organizations can navigate blockchains safely and with confidence.

You belong here. 

At Chainalysis, we believe that diversity of experience and thought makes us stronger. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us. We’re ensuring we keep learning by committing to continually revisit and reevaluate our diversity culture.

We encourage applicants across any race, ethnicity, gender/gender expression, age, spirituality, ability, experience and more. If you need any accommodations to make our interview process more accessible to you due to a disability, don't hesitate to let us know. You can learn more here. We can’t wait to meet you.