Understand all aspects of security risks a DeFi protocol faces, including smart contract security. Attend Crypto events and follow clients on social media.
CSAT - Develop a strong relationship with the customers, understand their goals, challenges, and needs, and ensure long-term satisfaction.
Define and validate all gates and interfaces related to the customer experience (Sales, R&D, Security).
Responsible for the customer Onboarding.
Oversee customer engagements with the Certora auditing team and validate the audit quality.
Responsible for ensuring fast and quality technical support, monitoring the communication channel, and meeting/defining SLAs.
Validate proactive communication - Plan and attend meetings (internal and with the customer) and keep customers informed about all updates, enhancements, best practices, new versions, and solutions the company launches and offers.
Problem resolution and incident response - work closely with the tech team to resolve issues and ensure customer experience during an incident or raised issue
Risk assessment and raising flags on time
Feedback collection - on product, functionality, service, and overall experience and drive Action Items from those feedback
Initiate internal projects/initiatives to promote customer interests.
Ensure customer accounts are successfully renewed with upsales.