Support Worker Jobs in New Zealand

Aurora Labs is the development company behind Aurora—the EVM blockchain that runs on the NEAR Protocol. We are also the developers of, and integration partner behind, Aurora Cloud—a suite of products that allow Web2 companies to capture the value of Web3.

Our Values

• Execute extreme ownership.
• Strive for excellence.
• Embrace authenticity.
• Promote merit.
• Get shit done.

About the Role

As a Customer Success Manager, you will be the primary point of contact for our Aurora Cloud clients and Partners, ensuring their needs are met and their expectations exceeded. You will play a crucial role in onboarding clients, driving adoption, and ensuring their continued success with our solutions. Working closely with our growth, product, and engineering teams, you will contribute to product improvements and optimize customer engagement strategies.

Requirements

• 3+ years of experience in account management, client services, or customer success, OR 2+ years within the blockchain industry.
• Strong understanding of Web3 technologies, blockchain, cryptocurrencies, and decentralized applications (dApps).
• Excellent communication and interpersonal skills, with the ability to build rapport across diverse stakeholders.
• Proven track record of managing multiple clients and projects simultaneously.
• Analytical mindset with the ability to derive insights from data and metrics.
• Natural problem-solver with the ability to break down complex issues and provide creative solutions.
• Self-motivated and independent, with a strong team-oriented mindset.

Responsibilities

• Serve as the primary point of contact (POC) for clients and select partners, managing relationships and the end to end journey from client onboarding to marketing through to deployment, ensuring high satisfaction with our services.
• Guiding clients through our solutions and ensuring a seamless go-to-market experience with a focus on Founder success.
• Build and maintain strong relationships with clients, especially Founders ensuring a strong understanding of their goals, challenges, and business needs both within the Aurora product suite and in their wider business aspirations.
• Oversee multiple client accounts, ensuring projects are delivered on time and meet expectations.
• Collaborate with growth and product teams to resolve client issues and contribute to product enhancements.
• Ensure fast response times and effective solutions for client and partner inquiries or technical challenges.
• Identify upsell and cross-sell/deployment opportunities, recommending additional services that align with the clients needs.
• Work closely with the Technical Project Manager and Engineering teams to plan and execute delivery commitments.
• Properly structure, execute and maintain the Customer Success Strategy and Framework in collaboration with the VP of Growth.
• Conduct regular check-ins, quarterly business reviews (QBRs), and performance assessments with clients and partners.
• Outreach to all self service sign-up clients to identify potential opportunities to support and push client success.
• Curate, own and analyze client data and metrics to provide actionable insights and drive client success.
• Stay updated on Web3 and blockchain trends, offering informed solutions and strategic recommendations to clients.

Nice to haves

• Experience in solution sales or technical product sales.
• Background in Partnership Account Management or Reseller Channel Management.
• Previous experience in an L1 or L2 blockchain company (Tier 1 or Tier 2 Web3 infrastructure companies) or a centralized exchange.