Customer Success Associate - Contract

About Messari.

Messari is the leading provider of crypto market intelligence products that help professionals navigate crypto/Web3 with confidence. We bring transparency and smarter qualitative and quantitative analytics to the industry by combining a global research database with a comprehensive suite of data visualization and asset discovery tools. We help drive smarter participation in crypto from individuals and institutions alike.   The name “Messari” came from the Franciscan monks who declared "clean books" a moral imperative during the renaissance and pushed merchants to use proper accounting methods.  This led to the flourishing of investment via "trust but verify" methods and industry growth throughout Europe. That's what we aim to do. Provide participants, investors, builders, platforms, and everyone else with reliable information to better participate in the crypto ecosystem.   Our users range from some of the most prominent analysts, investors, and crypto individuals to top organizations including Coinbase, BitGo, Anchorage, 0x, Chainanalysis, Ledger, Compound, MakerDAO, and many more.

The Role

We are seeking a highly motivated individual to join our team on a part-time contract basis as a Customer Success Associate. In this role you will be responsible for building strong relationships with subscribers by maintaining deep product knowledge and communicating effectively to resolve outstanding issues. The ideal candidate will be customer focused, a self-starter, and flexible in a fast-paced, demanding environment.

What you'll do

• Serve as the primary point of contact for customer’s product and subscription related issues via email
• Provide high-quality, timely, and accurate support to customer inquiries by troubleshooting and resolving or escalating to the appropriate team members when necessary
• Prioritize tasks and manage time efficiently to address ~20 inbound and ongoing queries per day
• Maintain customer success documentation including FAQs, user guides, videos, and knowledge base articles
• Manage customer accounts, track customer interactions, and keep records up-to-date
• Stay up-to-date on industry trends, competitive products, and customer needs to ensure we are providing the best possible customer experience
• Partner with Sales to provide insights on customer health, product satisfaction and usage, and opportunities for expansion
• Categorize and summarize client feedback for Product teams to shape future development

Who You Are:

• Bachelor's degree or equivalent experience preferred
• Fast learner, self-starter, flexible, and a proven ability to work in a demanding environment
• Strong problem-solving skills with an attention to detail and the ability to handle challenging customer interactions
• Strong empathy for customers to anticipate needs and foster confidence
• Excellent communication and interpersonal skills, with a focus on customer service
• Ability to work independently as well as collaboratively with cross-functional teams

Nice to Have's:

• 0-2 years experience in a SaaS-based customer organization with a proven track record in customer support, customer success, or related customer facing roles
• Familiarity with Salesforce CRM and Salesforce Service Cloud
• Experience working for a growth stage startup
• Knowledge or interest in the crypto industry or traditional financial markets
• Comfortable analyzing and reporting on large quantities of data
• Confident articulating, presenting, and debating complex problems with all levels of management

 

*Please note this is a part time (~15 - 20 hours/week), hourly contract position and does not include full-time employment benefits.  

Hourly Rate: $28 - $30/hr

What You'll Love About Messari

We understand in order for you to do your best work, you need the resources to stay healthy, recharge, and feel like you have ownership in the future we are building. 

Benefits:

• Competitive Salary and Employee Stock Options: We value your contributions to our success, offering competitive pay and stock options so you can share in our growth!
• 401(k) with 3% Match: Invest in your future wit