We are looking for a skilled and enthusiastic Protocol Specialist to join our client`s team in NYC and lead the relationships with our clients and partners. You will be responsible for ensuring our customers achieve their desired outcomes by leveraging our risk management and optimization solutions. In this role, you will work closely with our partners to understand their ongoing needs, identify areas where our tools and services can add value, and drive the adoption of our suite of solutions.
Responsibilities:
Our customers are your #1 priority. In this role, you will:
- Partner with Vertical Lead/s to manage and spearhead communications with customers from onboarding to ongoing tasks, ensuring a robust engagement framework that encompasses performance evaluations, growth initiatives, issue resolution, tasks intake and feedback loops.
- Take an active role in protocol governance forums, representing us and communicating our analyses, research work, and tools. This includes:
- Identifying the ongoing needs of our clients, working alongside our data science and engineering teams to build a solution, and communicating it back to our partners and their communities.
- Owning the Governance on-chain implementation process of our parameter recommendations, working alongside our engineering team
- Maintain relationships and communications with delegates to ensure they actively participate in votes and are constantly educated on our work.
- Develop and optimize processes and engagement models for external customers and internal teams, ensuring efficiency and effectiveness in communication and service delivery.
- Serve as the voice of the customer internally by engaging in internal product discussions, translating customer usage and feedback into actionable insights and new feature ideas that will add value to our customers.
- Collaborate closely with strategy, marketing and business operations to identify and capitalize on renewal and expansion opportunities.
- Represent us at strategic customer, prospect, and industry events, showcasing our products and solutions.
Requirements
Ideal Profile:
- 3+ years of experience in customer success, account management, or sales in web3
- Excellent verbal and written communication skills, ability to explain complex topics straightforwardly to both crypto-native and novice audiences
- Strong analytical abilities with excellent organizational skills and attention to detail
- Exceptional interpersonal skills with a knack for building relationships
- Excitement around crypto / web3 and desire to integrate yourself into the ecosystem truly
- History of 0-1 process and program creation where you find problems, prioritize, and solve them with minimal oversight
- Ability and willingness to travel up to 30% of the time, both domestically and internationally, to meet with clients, attend industry events, and support remote teams.
- You love working in dynamic, fast-paced, and cross-functional teams that encourage you to learn and grow.
Preferred Qualifications:
- Based in and able to work from our NYC office
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Degree in finance, computer science, or other quantitative subjects
Are you the perfect fit? Great - Please share your updated CV, and we will get back to you as soon as possible.