Customer Success Associate / Manager - Mobile Games

Department: Business Development

Employment Type: Full Time

Location: Remote

Description

The ZBD app lets users jump into a universe of games and apps, connect with friends and earn Bitcoin while having fun. ZBD also empowers developers to embed bitcoin payments into video games and applications, such as podcasting and music streaming. ZBD’s unique proposition enables these partner developers to better monetise their games and apps by allowing users to receive micro-rewards for actions taken in the game or app. ZBD provides this functionality by leveraging the Bitcoin blockchain and Lightning Network protocol.

The business comprises almost 60 employees - across business development, marketing, compliance, operations, technology, customer success and customer support - from Los Angeles to New York, London, Amsterdam and the Philippines.

ZBD is a fully remote company. We hire, retain and develop the best talent from around the world, wherever s/he/they may choose to live. As a result, every member of the ZBD team must demonstrate an ability to work independently and thrive in a remote environment.

Come join us!

ZBD is in search of a Customer Success Associate to support the onboarding and ongoing success of developer partners on the ZBD platform. This individual will assist in managing and owning customer relationships and ensuring that ZBD customers receive the information and support they need to effectively leverage our services. This role will work closely with the Customer Success Lead and other team members to contribute to the growth and success of the customer function within the company.

The core responsibilities of this role will include supporting developers as they transition from sales prospects to active users of the API and / or SDK, providing proactive recommendations to improve developer performance, and assisting in the promotion of additional solutions or services. This is a highly collaborative position that will act as a bridge between our customers and internal teams - including but not limited to business development, marketing, product, and engineering. Ultimately, this individual will become a trusted support figure for the entire ZBD developer community.

Key Responsibilities

Establish strong working relationships with developers and key stakeholders and aligning with each developer’s business model, team, and overall needs.
Decrease the time to going live for each customer with tailored materials and onboarding approaches.
Assist in creating resources and materials to aid developers with onboarding to the ZBD API, SDK and new products/services.
Promote the value of ZBD in all interactions with developer partners, ensuring partners leverage the full capability of our proposition.
Support the sale of additional services and solutions that ZBD offers to improve the developers’ experience and performance on the platform.
Act as a representative of ZBD with customers and provide first-line support in assessing issues/bugs that customers face, either resolving or escalating to internal teams as needed.
Act as the voice of the customer internally to drive improvements in the ZBD offering and overall value proposition, leveraging cross-functional partners internally.
Assist in establishing a regular metrics-driven reporting structure as to allow all levels of the organization have a clear view of the current state of the developer pipeline.

Skills, Knowledge and Expertise

3+ years of work experience in a Customer Success role or similar, preferably for a technical product/solution.
Experience in the mobile games industry or services supporting the games industry is a must
Exceptional ability to communicate and foster positive business relationships with executive stakeholders as well as day-to-day contacts.
High degree of accountability and personal organization to effectively balance short and long-term goals.
Experience working with CRM (HubSpot) and customer support ticketing (Intercom) tools.
Functional understanding of SQL with the ability to leverage data visualization tools.
Experience in a growth stage startup is a plus.
Knowledge of mobile ad tech space is a plus.

Key Responsibilities

Skills, Knowledge and Expertise

About ZBD