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Account Manager
Certora
Sales & Business Development
Europe
Posted on Dec 9, 2024
- Understand all aspects of security risks a DeFi protocol faces, including smart contract security. Attend Crypto events and follow clients on social media.
- CSAT - Develop a strong relationship with the customers, understand their goals, challenges, and needs, and ensure long-term satisfaction.
- Define and validate all gates and interfaces related to the customer experience (Sales, R&D, Security).
- Responsible for the customer Onboarding.
- Oversee customer engagements with the Certora auditing team and validate the audit quality.
- Responsible for ensuring fast and quality technical support, monitoring the communication channel, and meeting/defining SLAs.
- Validate proactive communication - Plan and attend meetings (internal and with the customer) and keep customers informed about all updates, enhancements, best practices, new versions, and solutions the company launches and offers.
- Problem resolution and incident response - work closely with the tech team to resolve issues and ensure customer experience during an incident or raised issue
- Risk assessment and raising flags on time
- Feedback collection - on product, functionality, service, and overall experience and drive Action Items from those feedback
- Initiate internal projects/initiatives to promote customer interests.
- Ensure customer accounts are successfully renewed with upsales.