Customer Success, Senior

Founded and funded by Temasek, LemmaTree comprises three ventures - Affinidi, Trustana and GoodWorker. We empower individuals and organizations with control of their verifiable data. We inspire the building of disruptive businesses striving for transparency and portability within the digital credentials and identities space.

As an employer, we're more than just a workplace. We believe in the strength of our diversity of thoughts and experiences. We love the journey as much as the destination, and we love belonging to a team that prides itself on mutual respect.

If you're passionate about decentralised technologies, we'd love to speak with you.

**Equal Opportunity**

Affinidi embraces diversity in all of its forms and fosters an inclusive environment for all people to do the best work of their lives with us. We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

**Customer Success, Senior**

As a Customer Success (Senior) at Affinidi, you will be the first point of contact with our Government and Enterprise customers, managing the day-to-day operations supporting bugs, feature requests, and client escalations. You will own post-sales customer activities, with responsibilities in product adoption, usage analytics, and customer satisfaction. You are a brilliant communicator, have solid business acumen, a desire to help customers succeed, and have a real passion for technology.

This role focuses on our Safe Travel initiative to safely open up international air travel - and will provide unique opportunities for a high performing individual to have real impact.

The mid to long term opportunity for growth in this role is the expansion of your focus across other exciting and new initiatives - Health, Financial Services, Sustainability, and more.

**We are looking for people with the following superpowers**:

- **_Client Engagement and Consultative skills:_** Your day-to-day role involves high touch points with existing and prospective customers - as such, you'll need to be comfortable with hosting frequent video calls and face-to-face conversations with our customers, managing their expectations and sharing updates on existing bugs, feature requests, and escalations.
- **_Data-Driven and Analytical:_**_ _Being able to analysis and draw conclusions from Customer usage data is critical to your success as a CSM in Affinidi. You will often be required to draw conclusions in a logical and objective manner, substantiated with accurate and real evidence.
- **_Keen eye for Process Improvement:_**_ _As one of the key members of the CSM team, you will be heavily involved in refining internal CSM processes, which requires a sharp eye for detail to identify existing gaps and areas for improvement.
- **_Superior Problem-Solving Skills: _**You can identify and solve complex problems in a methodological manner
- **_Intellectual Curiosity:_**_ _You have an innate desire to learn, understand concepts and ask thoughtful questions
- **_Business Acumen:_**_ _You have knowledge in current and possible future business practices/trends, good awareness of competition and how strategies work in the marketplace
- **_Influence: _**Ability to manage influence through persuasion, negotiation, and consensus building cross-functionally

**What You'll Do**
- Develop and maintain healthy and trusting relationships with our customers and tech issuers, ensuring successful onboarding and adoption of our product(s) in the long term.
- Be main point of contact for healthcare partners and tech issuers, identifying areas of improvement throughout entire product journey
- Proactively analyse and provide strategic engagement with client
- Be on top of changes within the customer organization to proactively address any challenges that might impact the use of our solution.
- Document customer use cases and develop success plans that will help customers increase the value of their investment.
- Support onboarding of labs and clinics into the Safe Travel ecosystem through research, document review, and data processing
- Represent the voice of the customer and employee in leadership meetings
- Maintain, review, and process data entries provided by partners on an ongoing basis post-integration
- Review and analyse product usage and adoption statistics, identifying areas for improvement and growth
- Extract data from CRM tools to interpret data sets, developing dashboards to carry out analysis
- Track data quality from analytics reports and prepare feedback for partners, and follow up with partners for data corrections and updates
- Prepare regular reports of progress to internal and external stakeholders using key account metrics
- You have at least 5 years of experience in Customer Success/Client Engagement
- You have consistent record building new rel