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Account Management Group Head (CRM)

The Open Platform

The Open Platform

Marketing & Communications, Sales & Business Development · Full-time
Posted on Tuesday, July 2, 2024

Hey, this is The Open Platform! We create open platforms that support builders in developing user-friendly applications with Toncoin as a native asset. We believe that the unique combination of TON Blockchain and Telegram Messenger provides an unparalleled foundation for new ecosystem growth.

The companies we invest and create are centered in the areas of NFT, DeFi, GameFi and SocialFi.

We are looking for an experienced Account Management Group Head (CRM) to join our team. In this role, you will oversee our account management efforts, ensuring that our key accounts, including developers, businesses, and investors, receive excellent service and support. Your primary responsibility will be to ensure that inbound inquiries are promptly addressed and directed to the appropriate teams, enhancing engagement and satisfaction. You will also implement and optimize our CRM system across various teams and portfolio companies to streamline these processes.

Key Responsibilities:

  • Inbound Inquiry Coordination: Ensure inbound inquiries from key accounts are promptly addressed and directed to the appropriate internal and external teams across TOP and our portfolio companies, enhancing engagement and satisfaction.
  • Implement and Optimize CRM System: Lead the implementation and continuous improvement of our CRM system to support account management efforts across various teams and portfolio companies, streamlining the management of inbound inquiries and customer interactions.
  • Account Management Strategy: Develop and oversee account management strategies to ensure strong relationships with key accounts.
  • Team Leadership: Recruit, manage and mentor the account management team, as we grow, ensuring they have the tools and support needed to succeed.
  • Data Analysis and Reporting: Analyze customer data to identify patterns and insights, monitor account management performance using key metrics, and provide actionable reports.
  • Cross-Department Collaboration: Work closely with internal and external marketing, sales, and business development teams across TOP and its portfolio companies to optimize the customer experience journey and ensure alignment on customer interaction strategies.
  • Customer Experience Improvement: Identify opportunities to enhance the customer experience and implement strategies to improve engagement across all touchpoints.
  • Training and Support: Provide training and support on CRM best practices to ensure effective system use across the organization and its portfolio companies.

Skills and Qualifications:

  • Experience: 8+ years in account management or a similar role, focusing on managing key accounts and lead management.
  • Leadership: Proven experience in managing and mentoring a team.
  • Business Development: Prior experience in business development or within an agency environment.
  • CRM Expertise: Experience with CRM systems such as Freshdesk, Copper, 3RM, or similar platforms.
  • Analytical Skills: Ability to analyze customer data and leverage insights to enhance relationship strategies.
  • Communication: Excellent written and verbal communication skills; able to influence and engage across wide audiences.
  • Organizational Skills: Strong organizational skills with the ability to manage multiple projects and deadlines.
  • Problem-Solving: Proactive problem-solving abilities.
  • Collaboration: Ability to work collaboratively with marketing, sales, and business development teams.
  • Technical Proficiency: Proficiency in Notion, Telegram, Google Apps, and other digital platforms.
  • Adaptability: Self-motivated, proactive, and able to work independently in a remote setting.
  • Industry Knowledge: Familiarity with Web3, blockchain, or crypto industries is a plus.

Preferred Qualifications:

  • Soft Skills: Patience, adaptability, and empathy, with a customer-centric attitude.
  • Timezone: CET +/- 3.

Why it is a fantastic opportunity:

  • Our business is growing at an exponential scale.
  • Work in a well-funded startup environment with unique growth opportunities and a chance to join a rapidly growing company with a unique product.
  • Be based remotely.
  • Compensation for medical expenses.
  • Provision of necessary equipment.
  • 20 working days of paid vacation annually and 7 days off per year for individual needs.
  • 14 days of paid sick leave to support your health and recovery when needed.
  • Access to internal English courses for continuous learning and improvement in language skills.

How to Apply: Interested candidates should submit their resume and a cover letter detailing their experience and why they are a good fit for this role.

Join TOP and help us drive the mass adoption of Web3 technologies!

The Open Platform is an equal opportunity employer.