The Deployment Strategist team at TRM Labs is dedicated to fostering strong relationships with our customers and ensuring they achieve their desired outcomes with our solutions. As a Deployment Strategist at TRM Labs, you will enhance customer success by acting as trusted advisor to customers as they implement our tool within their environment. This includes providing product training, answering advanced product questions, ensuring high customer satisfaction, feedback loops, and reference-ability.
The impact you will have:
- Act as trusted advisor, assisting customers in maximizing the effectiveness of our tool within their specific roles.
- Confidently explain complex product and technical questions, helping customers understand data and investigations across our platform.
- Build and deliver demos to new and existing customers.
- Conduct training sessions to ensure the product is meeting customer needs.
- Be the "Voice of the Customer", and provide feedback to the product and engineering teams.
- Ensure high customer satisfaction and reference-ability.
- Monitor customer usage, detect meaningful trends, and execute strategically on those trends
- Identify customer churn and mitigate effectively.
- Establish a regular cadence with customers that will allow you to understand customer goals and proactively solve problems.
What we’re looking for:
- 5+ years of work experience, ideally with a mixture of Private Sector and Public Sector (ex. Law Enforcement) experience.
- Practical experience with virtual currencies and blockchain analysis, ideally in an investigative capacity; excitement to learn about these topics is essential.
- Experience structuring problems and identifying the most critical issues to prioritize.
- Exceptional and consistent attention to detail.
- Ability to communicate complex ideas effectively for technical and non-technical audiences, both verbally and in writing.
- Comfort operating in a fast-paced environment where priorities can change quickly.
- Ability to work collaboratively in a cross-functional environment.
- Must be willing and able to travel as needed for this position
About the Team:
- As a globally distributed team, members may observe different timezones. However, most of the team will overlap between the hours of 7am-5:00 pm PST for meetings and collaboration.
- Our Customer success Team is fully remote, thriving on asynchronous communication and collaboration through Slack channels and detailed documentation. We hold weekly Customer Syncs, bi-weekly health syncs, join our associated POD calls, and regularly engage with our customers. As experts in our craft, we focus on providing support, driving value, and building meaningful relationships with our customers as trusted advisors. We are on the front lines of TRM, ensuring our customers get the most out of the product and bringing valuable insights back to the team.
Learn about TRM Speed in this position:
- Rapid Client Alerts: You will draft and send client alerts about new sanctions and tool updates within hours.
- Expedited Trace Validation: You will validate client traces and gather intelligence on VASPs within hours, coordinating with internal teams to expedite investigations and support law enforcement swiftly.
- 24-Hour Client Support: You will respond to urgent client inquiries, from trace validations to intelligence gathering, as quickly as possible to ensure fast and effective support.
