Customer Success Associate

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 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

• 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 ~50 inbound and ongoing queries per day
• Conduct product demonstrations and provide training to customers to ensure they are using our product to its fullest potential
• Create and 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, and the desire to get involved both inside and outside of the office
• Comfortable analyzing and reporting on large quantities of data
• Confident articulating, presenting, and debating complex problems with all levels of management

 

Salary Ranges for this position (depending upon experience):

$70,000 + bonus 

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: Everyone in our team contributes to the success of our game-changing products, which is why we share all our wins company-wide. As we continue to succeed, stock options and a competitive salary mean you get to enjoy the upside! 
• Health, Dental, & Vision: We care about your well-being so we contribute to the cost of your health benefits. Messari covers 80% of your health, dental, and vision! 
• Flexible Spending Account (FSA): Use pretax dollars for any health care needs. 
• Life Insurance:  Provided to you at no cost, with coverage up to 1x your Annual S