Customer Success Manager
CurrentAbout YouHodler YouHodler is a fintech company bridging the gap between traditional finance and crypto, dedicated to providing secure and innovative financial solutions to customers from over 100 countries. Youhodler is building bridges between Traditional finance and crypto; Fintech and Trading; CeFi and DeFi. A pioneering financial hub headquartered in the EU and Switzerland, YouHodler's operations are rooted in compliance and transparency. We prioritize the security and integrity of our users' assets, partnering with industry leaders like Ledger Vault and Fireblocks to ensure unparalleled safety.Key Responsibilities- Direct communication with customers in empathic way;- Customer requirements analysis- Diagnose, root cause analysis and troubleshoot product issues- Ensured addressing customers requests- Developing tutorial materials, knowledge sharing and mentoring for newly-onboarded teammates- Inter team collaboration - Best practices identification, efficiency improvements- MultitaskingKey Skills and ToolsITIL, AI, Agile, SQL, Excel, Google Sheets, Python, Intercom, Metabase, XML, JSON, API interfaces, Confluence, Jira, Scrum, Kanban, stakeholders’ relationships, cross-functional teams, Strong communication skills, Written communication, Verbal communication, Empathy, Analytical skills, Problem-solving, Self-starter, Client relationships, Trust, Partnership, Teamwork, Independent work, Data analytics, Configuration changes, Product features activation, Knowledge sharing, Mentoring, Training, Customer success, Issue tracking, Data reporting, Data extraction, Account management
