דרושים Head Apac Customer Success Director ב-Fireblocks ב-סינגפור

You’ll be:

• Achieving monthly and quarterly revenue targets
• Working closely with Fireblocks BDRs and GTM Team
• Building and maintaining relationships with prospects and customers
• Navigating complex enterprise accounts and coordinate across key stakeholders
• Prospecting, territory, and account planning
• Updating and maintaining the Fireblocks CRM

You’ll bring:

• Enterprise sales experience in software or institutional sales, selling into a relevant space such as financial services, blockchain, fintech- a must
• Experience within financial services, cybersecurity, or cryptocurrency is preferred
• Experience formalizing and supporting co-sell motion in working with technology partners is preferred
• An understanding of blockchain technology and cryptocurrency
• Track record of over achievement in an enterprise sales position
• Entrepreneurial and relentless hunting attitude
• A willingness to prospect and qualify new opportunities
• Thrives in a team selling environment
• Fluent in English

Responsibilities:

• Team Leadership:
• Lead and inspire a regional team of Strategic Customer Success Managers and Renewal Managers along with other cross-functional team partners and professionals.
• Foster a collaborative and customer-centric culture within Fireblocks Team and serve other cross-functional partners towards customer success outcomes.
• Account Management Strategy and Planning:
• Develop and/or execute on a value oriented strategic customer success for our top regional accounts aligned with Fireblocks overall GDR, NDR, and NPS goals.
• Collaborate with cross-functional teams to align customer success initiatives with product development, sales, and marketing efforts.
• Customer Lifecycle Management:
• Oversee the end-to-end customer lifecycle, from onboarding through adoption, expansion, and renewal.
• Develop and implement programs to drive value oriented customer engagement and loyalty.
• Customer Advocacy:
• Cultivate customer advocates and business champions through strategic relationships.
• Leverage customer success stories and testimonials for marketing and sales initiatives.
• Metrics and Analytics:
• Establish and/or execute on key performance indicators (KPIs) and metrics to measure and optimize the effectiveness of customer success initiatives.
• Provide regular reporting to leadership on strategic customer success performance and areas for improvement.
• Responsible for the regional Strategic book of business success and commercial retention and expansion execution and growth.
• Renewals and Expansion:
• Drive contract renewals toward Fireblocks retention goals in GDR. Drive contract upsell and expansion in partnership with Sales towards NDR goals.
• Identify and create account upsell and expansion opportunities for NDR following our GTM requirements using our value framework to qualify interest with economic buyers and outline the decision criteria and timing process with our champions vs competitor solutions.
• Collaborate with the sales team in the Deal Acceptance, Knowledge Transfer, and Kick-Off Call to ensure a seamless handover of accounts and potential upsell opportunities.
• Customer Feedback and Insights:
• Gather customer feedback and insights to inform product development and enhance customer experience.
• Act as the voice of the customer within the Fireblocks organization; developing an intimate business relationship with our customers end-to-end in their customer journey with the Account Team including Sales, Marketing, Business, and Product Leads.
• Operations, Training, and Development:
• Manage a reduced account portfolio as a player coach for Strategic accounts
• Manage successful strategic operations with their designated team of CSMs and RMs leading to execution, reporting, and high performance accountability.
• Provide ongoing training, documented enablement, documented process, and professional development opportunities for the Regional Strategic Customer Success team.
• Document processes and create scalable templates and best practices in our Wiki and other Knowledge Base tools such as Juno, Confluence, Gong, and Google docs.
• Keep the team updated on Fireblocks industry best practices and trends with the use of Subject Matter Experts (SME) Mentorship program and Leader coaching.

Qualifications:

• 10+ years of experience in a customer success or account management.
• Proven track record of driving customer satisfaction, retention, and expansion.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.

Position Overview

We are looking for a technical expert who can bridge business needs with implementation, ensuring seamless adoption of Fireblocks across various use cases.

• Solution Design & Implementation – Architect secure, scalable solutions tailored to client needs, ensuring seamless Fireblocks adoption.
• Technical Leadership – Lead integration projects, guide cross-functional teams, and ensure compliance with security best practices.
• Client Engagement – Act as a trusted advisor, translating business needs into technical architectures and delivering strategic guidance.
• Innovation – Stay ahead of industry trends, including blockchain, digital assets, and financial infrastructure evolution.

• Experience as a Solution Architect , Integration Engineer, or similar technical role.
• Strong understanding of APIs, SDKs, and microservices architecture .
• Ability to design and deliver scalable and secure solutions .
• Experience with payments, PSPs, or financial infrastructure is a plus but not required.
• Knowledge of crypto and blockchain technology is an advantage.
• Excellent problem-solving and communication skills.

• Work on cutting-edge digital asset and fintech solutions.
• Collaborate with leading financial institutions, fintechs, and enterprises.
• Be part of a fast-paced, high-growth company shaping the future of finance.

You’ll be:

• Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals. Measure, monitor and report internally and externally to Customer Sponsors.
• Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions
• Work closely with Sales to provide insights to customers about the applicability of new features in FireBlocks and identify additional business cases
• Develop, nurture, and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption.
• Translate customer product usage data into actionable advice for customers
• Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, and Product partner
• Provide customer’s contract utilization pacing in regular account check-ins
• Provide customer upsell and expansion recommendations for platform products, partnerships, services, and cloud network partners across the full lifecycle in regular account check-ins
• Assist and provide expert deployment and operational best practices in all customer communication channels including in-person, email, web calls, slack, and mobile options
• Work cross-departmentally to find solutions to complex scenarios and integration issues
• Strong knowledge of Customer Success best practices, with experience defining processes to promote adoption
• Understand customer health scoring and predictive risk management to prevent and resolve risk. Program manage Customer escalations.
• Continuously drive communication and customer advocacy to ensure an orchestrated customer experience
• Work transparently to surface customer problems and allow others to participate in solving them.

You’ll bring:

• Bachelor’s degree with 5+ years of experience in Account Management or Customer Success role or related SaaS vendor or systems integrator or in-house practitioner
• Experience in managing significant technology and operational change programs and have credibility as a trusted advisor to customer executives for such programs
• Experience of directly assigned to customers and delivering upsell expansions of over $400 - 800k annually
• Project management experience & skills
• Ability to translate business requirements into business value, and work with sales and marketing teams to promote value-driven solutions to customers
• Ability to manage executive relationships and discussions is preferred
• Excellent moderation and communication skills
• Experience within a technical or account management area is preferred

Secure. Simplify. Scale

As a Sales Engineer at Fireblocks in APAC, you will take full ownership and responsibility for your designated projects and clients, from the product sales demonstration up to the preparation of client onboarding. You will be expected to understand the competitive landscape and how other competing solutions and platforms operate, be a gatekeeper to the internal engineering groups, assist with POC setup and testing, give demos on all advanced features related to API, handle tier 1-3 knowledge transfer to customers, coordinate workshops, assist in customer onboarding, handle RFPs and more.

You’ll be:

• Working within a supportive APAC-wide Sales Engineering team of highly motivated self-starters
• Supporting the Sales team through the entire client sales cycle from qualification to client onboarding
• Tailoring each demo to match the unique requirements of the customer to show how Fireblocks can support their Digital Asset goals
• Delivering in-depth technical presentations to C-level executives and cybersecurity professionals regularly
• Collaborate internally with Account Managers, Sales Directors and Product Managers
• Translating technical knowledge and terminology to non-technical audiences
• Managing multiple projects and preparing RFx responses simultaneously, each with its bespoke requirements

You’ll bring:

• 8 -10 years working experience in either a pre-sales or consulting position within a Fintech, Crypto or Cybersecurity company
• A high technical acumen with natural curiosity and willingness to dig deep into complex technologies
• Confident & concise communication with excellent presentation skills
• A demonstrable passion for Blockchain and the Crypto industry, whether it be a professional or a personal interest
• An analytical approach that intuitively connects the dots
• A proactive, self-starter mindset with an interest and knowledge of Banking, Financial Services or Fintech
• Enthusiasm when educating customers and colleagues
• The ability to work with Webhooks, REST APIs and perform basic scripting tasks
• Business level Korean proficiency desirable