Blockchain is the world's leading software platform for digital assets. Offering the largest production blockchain platform in the world, we share the passion to code, create, and ultimately build an open, accessible and fair financial future, one piece of software at a time.

At Blockchain.com, we aim to put our customers at the center of everything we do. The Customer Success team is at the forefront of delivering seamless support experiences and customer enablement to our rapidly growing, global customer base. Within Customer Success, our Prime Services team is dedicated to providing world-class client services to our high net worth  customers. 

We’re seeking a seasoned, knowledgeable, and creative team lead to manage our Prime Services team. The Prime Services lead will build and manage a team of relationship managers who are responsible for delivering seamless onboarding and white-glove client services to Blockchain.com’s high-net worth customers. In addition to driving a consistently high-performing team, you’ll be responsible for designing and implementing team-wide processes and operations, identifying, proposing and executing on growth plans for our Prime segment, and communicating closely with our Compliance, Financial Operations, Product and Institutional Sales teams to ensure we are providing optimal outcomes for our HNW / UHNW customers at all times. 

WHAT YOU WILL DO

  • Help build and lead a small team of passionate, high-performing relationship managers who are laser focused on delivering value and service to some of our most important retail customers.
  • In conjunction with Customer Success leadership, help define Prime customer personas and the customer lifecycle journey for our HNW customers.
  • Collaborate with Customer Success leadership on go-to-market strategy and planning for Prime Services
  • Define and implement team best practices, SOPs and playbooks for your team.
  • Define KPIs for the Prime Services team; ensure metrics are regularly reviewed within the team and also communicated across the broader CS leadership team. 
  • Train and mentor your team to deliver on unique, complex, and rapidly changing client needs. Oversee continued development and career progression of the Prime team.
  • Engage directly with clients in sensitive and / or escalated situations.

WHAT YOU WILL NEED

  • At least 3 years prior experience within Banking, Finance or FinTech.
  • At least 2 years leading high performing, front-office teams. Ideally you have experience setting and executing on customer strategy and driving growth.
  • Strong understanding of cryptocurrencies and trading products is vital for this role. 
  • Deep understanding of HNW / UHNW client needs and preferences.
  • Outstanding client communication skills, both written and verbal. 
  • Ability to creatively problem solve and take initiative while working within constraints.
  • Utmost integrity and trustworthiness in all client interactions.
  • An entrepreneurial spirit. This role will require a lot of ideating and building.
  • Deep empathy, understanding, and compassion for our customers. As your team is the primary point of contact for some of our most valued clients, it’s critical that you lead by example when it comes to advocating for client needs.
  • Strong interpersonal skills and a natural ability to build relationships and team morale, and maintain rapport in a remote work environment.
  • Flexibility. You will be leading a small but growing specialist team supporting HNW / UHNW clients globally 365 days a year. 
  • Perform well in a fast-paced, rapidly-changing work environment with great follow through. 
  • Salesforce and / or Zendesk knowledge is a plus.
COMPENSATION & PERKS
  • Competitive full-time salary
  • The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an exciting, emerging industry.
  • Unlimited vacation policy; work hard and take time when you need it.
  • Crypto Bonus paid after 12 months of service, for your first 3 years at Blockchain.com
  • Great office locations and remote working options at your line managers discretion.

APPLICATION

  • CV
  • LinkedIn profile.
  • Link to personal website and/or blog (if applicable)

When you apply to a job on this site, the personal data contained in your application will be collected by one or more of the following subsidiaries of Blockchain Luxembourg S.A (each, a “Controller”):

  • Blockchain Access UK Ltd.
  • Blockchain (GB) Limited 
  • Blockchain (US), Inc.
  • Blockchain (LT), UAB 

You may contact our Data Protection Officer by email at dpo@blockchain.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf.  Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under the standard contractual clauses. 

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment.  Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.

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