Ethixbase360

Customer Success Manager

• Serve as the main point of contact for a portfolio of clients, ensuring prompt and professional handling of inquiries
• Develop a deep understanding of each client’s goals, workflows, and success metrics to maximize value and satisfaction
• Support CSMs and Account Managers in executing business reviews and renewal activities through administration support and related tasks
• Triage and manage incoming client requests, collaborating with CSMs, Support, and Account Managers to ensure timely resolution
• Implement and onboard new clients to the Ethixbase360 platform, including user training and guidance
• Maintain accurate records of client activity, usage, and feedback in internal systems
• Produce and deliver accurate reports, dashboards, and analytics to monitor client health, engagement, and retention
• Identify trends, risks, and opportunities within assigned accounts to support growth and prevent churn
• Identify and qualify upsell and cross-sell opportunities in collaboration with CSMs and Account Managers
• Provide actionable feedback from clients to internal teams (Product, Platform, Operations, and Support) to enhance the client experience
• Contribute to process improvements and documentation for the Client Success function

Client Success Operations Analyst, CS Ops

Analyst

• Conduct Enhanced Due Diligence (EDD) research in English and Russian
• Critically analyze and evaluate information gathered from multiple sources
• Formulate risk assessments and summarize findings
• Produce clear reports based on client requirements
• Ensure research data accuracy and on-time delivery
• Identify new sources of information for projects
• Engage in special projects as needed

Due Diligence Analyst, Research – Russian

Sales Development Rep

• Lead, coach, and develop the SDR team to achieve and exceed targets.
• Set team goals, monitor performance, and provide regular feedback and training.
• Develop and implement creative outreach strategies aligned with regional and company objectives.
• Collaborate with sales and marketing to optimise lead generation and qualification processes.
• Analyse market trends, customer needs, and competitive landscape to guide team strategy.
• Oversee the use of CRM and sales intelligence platforms to ensure effective pipeline management.
• Report on team performance, pipeline metrics, and conversion rates to senior leadership.
• Foster a culture of accountability, empowerment, and collaboration within the team.
• Support individual SDRs in their professional development and career progression.
• Ensure compliance with company policies and uphold the organisation’s values.
• Participate in recruitment, onboarding, and training of new SDRs.
• Travel to the London office regularly as required.

Sales Development Team Manager

Customer Support

• Provide expert-level support to clients, resolving complex issues and escalations that require in-depth knowledge of our products and services.
• Own resolution of mainly but not only 2nd Line queries by taking tickets within the agreed first response timescales, work with other team members to see the tickets completed within the agreed SLA’s.
• Develop a deep understanding of our products/services to provide accurate and insightful information to clients and colleagues, as well as end to end training to the users of the platform.
• Acquire a comprehensive understanding of the due diligence landscape, enabling you to gain insights into clients' perspectives and their objectives in relation to their roles and responsibilities.
• Act as a mentor to junior support specialists, providing guidance, training, and support to help them excel in their roles.
• Identify areas for process improvement within the client support department and collaborate with the team to implement changes that enhance efficiency and effectiveness.
• Act as a point of contact for escalated client concerns, using your advanced skills to address and resolve issues to the client's satisfaction.
• Develop training materials and provide ongoing training to support specialists, ensuring they stay current with product updates and best practices.
• Analyze client support data and trends to identify opportunities for service improvement and product development and work closely with the relevant teams (Product, AMs, CSMs, etc.).
• Collaborate with other departments, such as product development and sales, to communicate client feedback and contribute to product improvements.
• Set a high standard for client support excellence and serve as a role model for the support team.
• Fulfilling the role in a manner that is consistent with all applicable laws and regulations and the long-term prosperity of the business.

Senior Client Support Specialist

• Identify and qualify prospective customers for products/services
• Develop territory plan based on regional strategy
• Engage potential customers and align outreach efforts with sales and marketing teams
• Research market trends, customer needs, and competitive landscape
• Nurture leads through targeted outreach campaigns and follow up on inbound leads
• Maintain a pipeline of qualified leads and provide feedback on lead quality

Client Success Operations Analyst, CS Ops

Due Diligence Analyst, Research – Russian

Sales Development Team Manager

Senior Client Support Specialist

Sales Development Representative – SDR