Uphold

Customer Success Manager

• Uphold is a financial technology company providing on-chain payments, banking and investments to customers in 140+ countries.
• Role: Marketing Automation Specialist on CRM team focused on execution and optimization of customer communications across email, push, SMS, and in-app.
• Build, QA, and deploy automated, data-driven journeys across email, push, SMS, and in-app messaging.
• Develop and maintain scalable campaign infrastructure, templates, and workflows within Customer.io.
• Design and implement advanced segmentation using behavioral, transactional, and real-time data.
• Support end-to-end campaign setup including triggers, delays, conditionals, and personalization.
• Maintain campaign documentation, tracking, and reporting.
• Partner with engineering and data teams to expand and maintain integrations and event tracking.
• Collaborate with Product, Engineering, Content, and Data teams to ensure alignment.
• Monitor campaign performance, run A/B tests, and identify automation opportunities to scale campaign delivery.

CRM Marketing Specialist

Analyst

• The Uphold Customer Due Diligence Analyst is responsible for assisting the Compliance Due Diligence lead in executing the day-to-day functions of the team including, but not limited to, the creation and execution of Standard Operating Procedures for newly implemented Compliance functions and serving as an escalation point for Uphold’s various front line Compliance teams.
• Create and enhance various KYC processes (KYC includes: Customer Identification Program (CIP), Customer Due Diligence (CDD), and Enhanced Due Diligence (EDD), Periodic Reviews)
• Primary point of contact for all departments regarding customer due diligence processes.
• Monitor and oversee the work of Compliance team to ensure the internal compliance standards are met
• Assist in reviewing and recommending improvements for internal processes, including forms/checklists, data collection methods, analyses and reporting.
• Develop training for internal and/or external team members and assist in training initiatives.
• Manage tracking of all applicable training.
• Assist in updating Compliance Program documentation
• Update and review customer profiles using internal Customer Relationship Management (CRM) tools
• Respond to, resolve, and/or manage escalations for various customer requests to ensure excellent customer satisfaction
• Assist in validation, tuning and optimization of various processes and tools
• Execute various compliance transactions related to customer refunds/returns
• Assist the Compliance Department with ad-hoc projects and reviews as needed

 Customer Due Diligence Analyst II

Lead Generation

• Develop and implement a comprehensive, measurable B2B marketing plan aligned with overall business goals and objectives.\n• Drive lead generation and account retention efforts through various marketing channels, including digital marketing, content marketing, email marketing, events, and account-based marketing (ABM) strategies.\n• Develop and implement campaigns that generate quality leads and contribute to revenue growth.\n• Leverage various channels such as blogs, whitepapers, webinars, and industry events to position the company as a trusted advisor.\n• Track, analyze, and report on the performance of marketing campaigns and initiatives.\n• Use marketing analytics tools to measure key metrics, identify trends, and make data-driven decisions.\n• Provide regular reports and insights to senior management to demonstrate the effectiveness and ROI of marketing activities.\n• Define and strengthen the company\'s B2B brand identity.

B2B Marketing - Enterprise Lead Generation

• Conduct in-depth login, transaction, and alert review and analysis using available systems and resources
• Contact members to verify the activity in their accounts
• Become a Subject Matter Expert and contact for other departments on fraud-related matters
• Keep department leadership informed regarding key fraud issues affecting the organization
• Make recommendations for department fraud strategy changes based on the analysis of data.
• Collect pertinent investigation information for creating Suspicious Activity Reports
• Work with customer banks or banking processors on fraud-related issues

CRM Marketing Specialist

Customer Due Diligence Analyst II

B2B Marketing - Enterprise Lead Generation

Fraud Analyst