Customer Success Manager

About xalts

xalts is a global financial infrastructure platform for institutions. xalts provides digital assets infrastructure for financial services. Institutions of every size - from large banks to fintech - use xalts to build their own blockchain-based applications. 

Our mission is to help financial services leverage blockchain technology to modernize the platforms and solutions that power everything from capital markets to consumer finance.

We are backed by marquee VC firms & global financial institutions including Accel and Citi. Our founders, angel investors & advisors come with experience of building and leading global organizations themselves.

The role

Reporting to the COO, the Customer Success Manager is specifically tasked to help clients maximize their use of our platform. 

Your individual contributor role will include supporting sales in the education of new and existing clients both pre and post sales either through demos, trials, videos, documentation, presentations. You will also be expected to source requirements from customers to feed into our product roadmap and drive through requirements you know to maximize adoption and improve user experience.

Responsibilities

Digital Trade Education

• Help educate customers on their path to digital trade by educating them on our platform and our partner’s solutions.

• Be aware of regulatory and country specific initiatives (and barriers) to digital trade and support clients to address these challenges.

• Advise clients on the process to adopt our platform and how the maximize its benefits

Own the new Trial Programme

• Own, construct and execute a trial program for new clients to trial our platform for 1 week. Providing them with structured education, real transactions that eventually lead to a successful sales close.

• Continually improve (process/automation) this program to maximize success and automation in order to achieve significant scale and create a rich sales pipeline.

• Work across the organization to make (or a better alternative) a success.

For part of the wider sales team

• Make confident presentations both in person and over video/audio bridges to senior technical and business staff of bank and corporate customers looking to adopt our platform.

• Be prepared to answer a wide range of questions related to blockchain (R3 Corda), enterprise architecture, security/encryption features, cloud and other hosting options.

• Collect client inputs on platform features and requirements, feedback to product team for prioritization

• Perform product demonstrations, which will require familiarity with the trade finance processes involved

• Develop solution strategies with clients to align to their bespoke requirement and our platform’s product roadmap.

• Collaborate with other sales team members to close deals.

Support Product Roadmap

• Facilitate the communication between customers and operations during incidents.

• Help debug issues with clients and define solutions for common issues.

Supporting the technical due diligence process

• Work with bank and corporate IT security and due diligence teams to answer questions and clarify their options

• Work with bank technical teams and support the handover to our post sales team

• Maintain a library of frequently asked questions to ease the RFP/I process

• Support access to various environments for testing and client education and training

• Work with product teams to review upcoming changes and assess customer impact

Requirements

• Minimum of 5 years in related trade product or trade roles in large banks

• Experienced presenter with strong communication skills in English

• Diligently follow up on client queries

• Individual with strong problem solving skills and excellent customer service

• Proven ownership of processes and team management to meet SLAs

• A strong work ethic and ability to navigate and thrive in fast-changing environment

• Preferably knowledge of trade finance business and operations

• Preferably an individual that has some programming experience

• Knowledge of banking onboarding and KYC processes a plus

Working at xalts:

• Be part of something exciting. Rare opportunity to come in early and build the next-generation infrastructure that will power the future of financial services.

• Very competitive compensation in salary & ESOPs.

• Generous pricing & terms for equity options.

• A global work environment with offices in 4 different countries (and adding) with a flat organization structure. 

• Possibility for relocation and international transfers mid-career.

Modernize Global Finance. Block by Block.

If you are passionate about technology, have the drive to take on some of the most complex challenges, and believe that you can build a future where every asset is interconnected and interoperable, we invite you to join us in our mission and build xalts along with us.