Customer Success Executive

Company Description:

We at Mudrex are a cryptocurrency investment platform that aims to revolutionize the digital asset space. We empower individuals and institutions to invest with confidence by offering state-of-the-art technology, expert insights, and a secure environment to manage their crypto investments. Our mission is to simplify the process of investing in crypto assets, catering specifically to those who seek to invest rather than trade. Our user-friendly platform provides market-linked and stable returns, enabling users to effectively build and expand their crypto portfolio. We take pride in being backed by prestigious investors such as Y-Combinator and Nexus Venture Partners. Join us on our journey to make crypto investing accessible and hassle-free for everyone!

Role Description:

This is a full-time on-site role for a Customer Success Executive, located in Bengaluru. The Customer Success Executive will be responsible for ensuring customer satisfaction, managing customer retention efforts, providing support to customers, and handling account management. Daily tasks include responding to customer inquiries, analyzing customer feedback, and working closely with clients to provide tailored solutions and build long-term relationships.

The Customer Success Executive at Mudrex plays a crucial role in building and maintaining the trust our customers have in our product. They ensure their customers’ success and provide excellent customer service by leading with empathy and transparency. This position will focus on the following: 

1. Improving service metrics, 
2. Growing assets under management (AUM),
3. The ideal candidate will demonstrate skills of a relationship manager and have relevant customer service experience. This with a strategic mindset to drive customer satisfaction and achieve business objectives should surely help them succeed in their role.

Qualifications:

• Customer Satisfaction and Customer Retention skills
• Experience in Customer Support and Account Management,
• Managing end-to-end customer communication through inbound and outbound calls
• Analytical Skills to assess and improve customer experience
• Excellent communication and interpersonal skills
• Monitor key performance indicators (KPIs) related to customer success and take proactive measures to meet or exceed targets.
• Proactively engage with customers to understand their satisfaction levels and identify potential churn risks.
• Develop and implement strategies to improve service quality, responsiveness, and efficiency.
• Understand customer goals, objectives, and challenges to proactively address their needs.
• Ability to work collaboratively and adapt to changing environments
• Prior experience in the fintech or cryptocurrency industry is a plus.

Responsibilities:

• Develop customer relationships and strategies that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn.
• Respond to customer queries in a timely and accurate way, via chat, email, call and Social media channels.
• Identify customer needs and ensure customers remain satisfied with the product by educating them about functional capabilities and possible upgrades.
• Monitor key performance indicators (KPIs) related to customer success and take proactive measures to meet or exceed targets.
• Act as an advocate for customers within the organization, ensuring their voice is heard and their needs are met.
• Collaborate with internal teams to resolve customer escalations and ensure timely issue resolution.
• Proactively engage with customers to understand their satisfaction levels and identify potential churn risks.
• Develop and implement strategies to improve service quality, responsiveness, and efficiency.
• Understand customer goals, objectives, and challenges to proactively address their needs.

Requirements:

• At least 3 years of experience in customer service roles.
• Strong understanding of the financial services industry and investment products (e.g., mutual funds, wealth management).
• Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.
• Comfortable working in shifts.
• Can speak Hindi and English fluently.