Customer Solutions and Success Director, EMEA South

Our Solutions and Success team understands high-level business strategy and how to translate that into technical requirements for our customers - and we love figuring out ways to stretch the limits of what is technically possible. Our job is to not only provide technical leadership and guidance to our users during the sales cycle but to also help customers, prospects and partners visualize the steps to achieve their business objectives

As the Director of Customer Solutions and Success, you will play a key role in the leadership of the EMEA South (SEMEA) team, responsible for driving customer satisfaction, retention, and revenue growth through effective leadership, strategic planning, and execution of the whole customer lifecycle.

In this role, you'll:

• Lead a team of pre-sales and post-sales technical consultants, customer success managers, and related staff, fostering a culture of collaboration, accountability, and continuous improvement

• Develop and execute strategies to drive customer engagement, adoption, and success throughout the customer lifecycle, from pre-sales engagements to post-implementation support based around key methodologies such as COTM and MEDDPIC

• Act as coach and mentor to both direct team members and wider GTM team members to ensure SEMEA is maximising market and customer opportunities

• Collaborate closely with Sales, Product, and other cross-functional teams to ensure alignment on customer needs and go to market priorities

• Serve as a trusted advisor to key customers, understanding their business objectives, challenges, and requirements, and providing tailored solutions and recommendations to address their needs

• Oversee the delivery of high-quality technical services, including solution design, technical presentations, and proof of values, to support the role of the pod teams

• Define and track key performance metrics and KPIs to measure the effectiveness and impact of customer solutions initiatives, identifying areas for improvement and driving continuous optimization

• Stay current on industry trends, best practices, and emerging technologies related to pre-sales and post-sales technical consultancy, customer success management, and related fields, and share insights and knowledge with the team

• Act as a liaison between customers and internal teams, advocating for customer needs and priorities, and influencing product roadmap and development decisions

We're looking for candidates who have:

• Solid experience in Presales and/or Customer Success

• Strong technical acumen with the ability to understand and articulate complex technical concepts to both technical and non-technical audiences

• The ability to inspire and motivate a cross-functional team 

• A track record of leading from the front - role-modelling best practice, and experienced in coaching and mentoring

• Knowledge of Public Sector - Law Enforcement, Defense, Justice, or Civilian government sectors 

• Strategic thinking with the ability to define and implement initiatives that drive business results

• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders

• A results-oriented mindset with a focus on delivering value and exceeding customer expectations.

• Proficiency in English

Nice to have experience: 

• Fundamental understanding of blockchain, crypto, and key markets and use-cases for Chain customers

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. Some of the ways we’re ensuring we keep learning are an internal Diversity Committee, Days of Reflection throughout the year including International Women’s Day, Harvey Milk Day, World Humanitarian Day, and UN International Migrants Day, and a commitment to continue revisiting and reevaluating 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.