Customer Success Senior Manager at Ripple Labs answer
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Job Description
<div class="content-intro"><p><span style="font-weight: 400;">At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs.&nbsp;</span></p>
<p><span style="font-weight: 400;">If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value.</span></p></div><div>
<p><strong>THE WORK:</strong></p>
<p>The Customer Success Senior Manager plays a key role within in Ripple, driving revenue and product adoption across Ripple's customer base. The CSSM will focus on deepening customer relationships by scaling payments volume, implementing our custody solution and identifying cross selling opportunities for Ripple's other enterprise grade products.</p>
<p><strong>WHAT YOU’LL DO:</strong></p>
<ul>
<li>Develop a deep understanding of each customer's current technical solutions, organization, internal decision-making, aspirations and needs.</li>
<li>Serve as an advisor/Ripple advocate with customers, enabling them to better experience the potential of Ripple and participate in developing new and ground-breaking solutions.</li>
<li>Conduct financial, business and value analysis with the ability to understand and analyze key financial targets (e.g., cost reduction, revenue growth, etc.).</li>
<li>Navigate upsell and cross sell opportunities and drive them to deal execution, working with cross functional partners.</li>
<li>Lead key initiatives, working with cross-functional collaborators (Engineering, Technical Services, Sales, BD, Finance, Product Marketing and Legal) and creatively solve complex business and operational issues, often unique to each customer.</li>
<li>Collect customer and marketplace feedback related to Ripple's value proposition and communicate this throughout Ripple.</li>
<li>Identify and champion internal Ripple process improvements.</li>
</ul>
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<p><strong>WHAT YOU'LL BRING:&nbsp;</strong></p>
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<ul>
<li>Fluency in English, with Spanish a bonus</li>
<li>10+ years of experience in a customer facing role at financial institutions and/or a FinTech or crypto organization</li>
<li>Demonstrable understanding of multi-stakeholder management in complex environments</li>
<li>Experience