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Customer Marketing Manager

Remote - USA
Alarm Full Time

Job Description

The global financial ecosystem is changing. Revolutionary blockchain technology has unlocked the potential for people around the world to have more equal access to wealth and information. This transformation has begun with the mass global adoption of cryptocurrencies but like all new financial systems, it needs greater trust to realize its full potential and remain safe from bad actors. That’s where we come in. The Chainalysis blockchain data platform enables businesses, governments, and banks to solve the world’s most high-profile criminal cases, paving the way for an economy built on blockchains.

If you’re the type that likes to dismantle the status quo while reshaping global markets, we’d love to chat. The incredible customers of Chainalysis are shaping the future of global finance, and we're honored to collaborate with them and amplify their game-changing accomplishments. 

Customer marketing and advocacy is a rapidly growing initiative at Chainalysis, and you have a chance to be an early driver behind its success. We’re on a mission to further accelerate this growth by mobilizing and amplifying the voice of our customer advocates to drive brand equity and global expansion for Chainalysis worldwide. As a customer marketing manager, you will be a critical driver for initiatives that celebrate and highlight the wins of our best customers to inspire others, through customer references, customer awards, customer communications, and customer-generated content. Reporting to the head of customer marketing, you will build on the program vision, helping to demonstrate each day what exceptional customer marketing and advocacy look like here at Chainalysis.

Key traits: organized, customer-centric, creative, empathic, humble, thoughtful, diligent, tenacious, gregarious, outgoing. 

In one year you’ll know you were successful if…

  • You’ve partnered closely with our internal operations teams to ensure that all of our customer marketing activities are appropriately tracked, tagged, and attributed to show their impact on the business.
  • You have established program ROI through metrics, analysis, and reporting.
  • You’ve launched, scaled, and managed a high-quality global customer reference program including program strategy, execution, enablement, performance, and optimization. The reference program has directly impacted the pipeline, and you’ve supported AEs for direct sales and RFP deals.
  • You have amplified the voice of our customer advocates: You've continuously and creatively repurposed and atomized our existing collection of customer stories in all the ways, including webinars, social, field events, loop decks, videos, articles, and blog posts, in partnership with demand, content, field, social and creative teams.
  • You’ve curated and vastly expanded our customer logo and quote repository, ensuring that it is up-to-date and accurate, while also driving adoption among the revenue teams for these high-value assets.
  • You have embedded customer marketing training as part of the onboarding process for new revenue team members, through collaboration with the enablement team.
  • You’ve built and launched a best-in-class Customer Awards program at our Links user conference, including creating the categories, judging criteria, promotion, and rollout.
  • You’ve collaborated regularly with the CSM team on multiple initiatives, including the monthly Customer Success newsletter.
  • You’ve attended an external customer marketing event, brought key learnings back to the team, and explored how to implement the best ideas for our program.

A background like this helps: 

  • You are incredibly organized and efficient — you take on complex projects and own them from start to finish.
  • You have strong writing, communication, project management, and speaking skills.
  • You love data, especially translating activities into business impact.
  • You enjoy flexing your creative muscle and thinking outside the box.
  • You have strong relationship management skills.
  • You are self-motivated and enjoy finding creative ways to solve problems.
  • You continuously operate with a customer-first mindset.
  • You have a background in creating and executing marketing campaigns and programs that drive customer engagement and/or advocacy.
  • You are very comfortable with key tools such as Salesforce, Catalyst, and Pendo.
  • You have a background for working for a high-growth enterprise SaaS company.

The base salary range for this role is $107,000 to $133,000 on a national basis and may be higher or lower depending on the location of the role. Base salary is just one part of our total rewards package which additionally includes equity, performance bonus or commissions for eligible roles, and competitive benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, relevant work experience, skillset, internal equity, and other factors, consistent with applicable law.

#LI-DP1 #LI-Remote

At Chainalysis, we help government agencies, cryptocurrency businesses, and financial institutions track and investigate illicit activity on the blockchain, allowing them to engage confidently with cryptocurrency. We take care of our people with great benefits, professional development opportunities, and fun.

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, Juneteenth, Harvey Milk Day, and International Migrant’s 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. Additionally, 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.  

Applying from the EU? Please review our Candidate GDPR Notice.

  

By submitting this application, I consent to and authorize Chainalysis to contact my former employers, and any and all other persons and organizations for information bearing upon my qualifications for employment.  I further authorize the listed employers, schools and personal references to give Chainalysis (without further notice to me) any and all information about my previous employment and education, along with other pertinent information they may have, and hereby waive any actions which I may have against either party(ies) for providing a reference.  I understand any future employment will be contingent on the Company receiving satisfactory employment references.


Chainalysis COVID-19 Policy - USA

All employees are required to have or obtain a COVID-19 vaccination as a condition of employment at Chainalysis, unless an exemption has been approved. All employees shall be required to report their vaccine status. All new employees shall be required to provide proof of their vaccination status prior to the start of their employment.  

Chainalysis COVID-19 Policy - EMEAAs an employer, Chainalysis is obliged to ensure a healthy and safe working environment. This means that we must try to prevent the coronavirus from spreading inside the workplace and all employees are obliged to follow the local regulations issued by the relevant health authorities.  

  • To help support a safe work environment, we encourage all employees in EMEA to get fully vaccinated against COVID-19.
  • Employees will not be required to attend an event or in-person customer meeting. 
  • Employees in the EU and the UK are allowed to travel internationally for internal meetings to any country deemed “green or amber” by the EU and the UK authorities. All attendees for Chainalysis in-person events or meetings will be required to adhere to the following guidelines:  
    • International travel will only be permitted if you receive approval from both your manager and Executive Leader
    • You must familiarize yourself and comply with any screening/safety protocols imposed by the entity/individual hosting the in-person meeting or event
    • You must comply with any and all safety guidelines and travel restrictions established by applicable law  
    • If you are in close or proximate contact with others at the event/customer site and test positive for COVID-19, you must immediately notify the People Team and avoid contact with others for 10 days

Chainalysis COVID-19 Policy - APACWith circumstances changing on a regular basis and parts of our APAC team going in and out of mandatory lockdown, APAC will continue to follow country legislation and guidelines.

Chainalysis

Chainalysis

Chainalysis has become known as the leader in blockchain investigation and compliance software. Our products have built trust in blockchains by taking down terrorist financing campaigns, disrupting major ransomware operations, identifying the Twitter hackers, and more. Now, we are building the blockchain data platform for cryptocurrency. Backend engineers will be critical to that mission by building and scaling the APIs and data layers our customers rely on every day to stop crime, understand risk, and strategize about their business. Working alongside infrastructure and security-focused engineers, they obsess over making our services highly available and safe for our customers to use for their most sensitive and real-time blockchain workflows. They deeply understand what is possible with cloud-native technologies and use those insights to enable our customers to push the boundaries of the cryptocurrency landscape.

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The Customer Care Operations Manager shall directly report to the VP Customer Success, according to the approved Company’s organizational chart, and manage the work of Customer Care Team Leaders and their respective teams.

Responsibilities

  • Responsible for the management of Customer Care Team Leaders, their performance, and knowledge of company processes and procedures. 
  • Provide inspired leadership for the organization.
  • Promote a company culture that encourages top performance and high morale.
  • Own Customer Care Team Leaders management - performance reviews, constantly improving their skillset, and developing their knowledge.
  • Manage Customer Care Team Leaders’ tasks to ensure proper distribution and coverage.
  • Build and adjust the Customer Success Department schedule.
  • Answer inquiries related to the schedule
  • Raise and track issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to the appropriate level when required.
  • Review with Customer Care Team Leaders the respective Customer Care Associate individual performance, attendance and take appropriate actions if needed. 
  • Ensure Customer Care Team Leaders provide regular feedback to the Customer Care Associates in their teams. 
  • Work with Customer Care Team Leaders to identify talent and develop their skills.
  • Participate in recruitment and selection for internal promotions.
  • Monitor staffing levels and coverage (Extra shifts, Sick leaves, Overtime, etc.)Monitor KPIs - incoming traffic of chats/emails/calls, response times, etc…
  • Monitor staff adherence to departmental/company policies, procedures, and training.
  • Participate in the setup and implementation of performance improvement plans for his team members.
  • Prepare regular reports for incoming volume, staff levels, and forecasts.
  • Identify trends and assess opportunities to improve processes and execution.
  • Accomplish operations and organization mission by completing operation activities as needed.
  • Participate in ad-hoc projects as necessary.
  • Requirement

  • Extensive experience in the sphere of customer service and people management.
  • Have an excellent understanding of the Company’s business, its technical, financial, and organizational structure.
  • Stay up to date on industry regulations, trends, and technology.
  • Be able to communicate effectively with people at all levels both inside and outside the Company and should have strong written and verbal communication skills.
  • Stand out with excellent leadership and organizational skills, decision-making skills, as well as conflict management. 
  • Integrity, initiative, perseverance, discretion, interest in customer service management, and motivation to occupy the position.
  • Be fluent in English.
  • Excellent computer literacy.
  • Preferably have basic knowledge of the applicable legislation in the areas of fintech and payment services.