About the job

Halborn

2022 was the biggest year yet for crypto hacking with $3.8 Billion stolen. Founded in 2019, Halborn was born to solve the always evolving slew of adversarial problems unique to the cryptocurrency industry including but not limited to breaches, social engineering, stolen private keys, and economic hacks. Halborn's clientele are the top tier of web3 native organizations, fortune 500 enterprises and gaming companies.

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Culture

Culture is a top priority in our 100% remote organization. Halborn is a globally distributed team of 80+, looking to grow our elite team of cybersecurity professionals who value independence, learning, big challenges, and the ability to make big impacts in cutting-edge technologies. The right candidate will be offered a full-time salary and equity. Perks include unlimited vacation days, company laptops, and opportunities for travel. Health Insurance is dependent on the applicant’s country of residence but readily available.

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Responsibilities

• Execute high-quality Quarterly Business Reviews (QBRs)
• Build and maintain long-lasting client relationships to increase product adoption, prevent churn, and encourage referrals
• Maintain accurate client information to provide day-to-day client support to other teams and address intermediate-level client inquiries.
• The first line of escalation from the project management team (for clients)
• Develop a trusted advisory relationship with key accounts, customer stakeholders, and executive sponsors
• Mine the existing accounts for new business possibilities and use available resources to drive account retention and growth
• Proactively assess, clarify, and validate customer needs on an ongoing basis and document as a SOW
• Make sure invoices are sent out and paid
• Ensure the accuracy of account information for both new and renewal deals and enter these transactions to generate billing invoices
• Monitor current customer accounts for overdue balances, follow up with internal and external personnel for timely resolution of collection matters and billing disputes
• Deliver customer satisfaction surveys
• Ensure consistently positive customer experiences by overseeing service deliver
• Act as a customer advocate within Halborn and report customer feedback internally to relevant teams
• Share opportunities with clients for webinars, whitepapers, marketing collaborations/events

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Qualifications

• Exceptionally detail-oriented
• 1-3 years of experience working within the blockchain or cybersecurity industry
• 2-4 years of experience in customer service or customer success position preferred
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Experience using project management software, slack, telegram, and discord is preferred.
• Experience in managing a diverse group and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customer's concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• 3+ years minimum experience working in a SaaS, blockchain, or cybersecurity services companies
• 5+ years of complex account management and/or project management experience
• Self-motivated and independent
• A high degree of emotional intelligence
• Excellent professional communication abilities
• Willingness to learn technical aspects of blockchain and cybersecurity
• Willingness to work in an asynchronous environment

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Bonus Points

• Speaking and writing in more than one language. We currently have clients that also speak French, Mandarin, Spanish, Turkish
• Experience with cybersecurity fundamentals
• Experience working with code
• Being a “crypto-native”

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