Customer Success Manager

Posted Nov 2

About Toku

At Toku, we are a high-tech global compensation and employment platform, offering the unique capabilities of real-time tax calculations, unified global API for employment solutions, and seamless ability to process non-cash compensation such as stock or token grants. 

As a result, Toku has become a fundamental partner for crypto companies and their law firms for token generation events (TGE) and launches. Our newest flagship product — Token Grant Administration (TGA), a token cap table management/system of record for every token for every founder, employee, investor, went from product launch in October to billions of dollars in on-platform value.

Toku raised $20 million from a consortium led by Blockchain Capital with Protocol Labs, GMJP, OrangeDAO, Orrick, Reverie, Quantstamp, Next Web Capital, and prominent angel investors including Protocol Labs founder Juan Benet and Alchemy co-founders Nikil Viswanathan and Joe Lau. Read more about Toku in Fortune, Yahoo Finance, and CoinDesk.

To learn more, check our website.

About the Role

Toku is looking for a Customer Success Manager focused on developing and maintaining relationships with customers. Your job is to ensure that our customers love working with Toku. The role involves solving any problems regarding payroll, employment, token grants, and immigration - globally.

Our Customer Success teams are subject matter experts on managing payroll and token grants. We require every team member to have a background in payroll, either in-house or at a payroll provider/EOR.

This hands-on role combines foundational expertise in payroll with customer relationship management. The ideal candidate will ensure payroll accuracy and compliance while acting as a trusted point of contact for clients and delivering excellent service and support.

Responsibilities

  • Act as the first point of contact for clients, responding to payroll-related inquiries and resolving routine issues.
  • Work with clients during the onboarding process, ensuring a smooth transition into payroll services.
  • Help troubleshoot payroll discrepancies or errors, working with internal teams and local payroll partners to resolve issues quickly.
  • Escalate more complex payroll or compliance issues to senior team members, ensuring timely resolution and communication with clients.
  • Collaborate with cross-functional teams, including sales, product, and support, to ensure seamless customer experiences and address customer needs and inquiries effectively.
  • Conduct regular check-ins with customers to assess their satisfaction, identify areas for improvement, and provide guidance on best practices.
  • Assist in processing payroll for employees, ensuring accuracy in wage calculations, deductions, and compliance with local regulations.
  • Coordinate with stakeholders to ensure payroll is executed correctly and complies with country-specific laws. Handle payroll submissions, including salary adjustments, bonuses, and deductions.

Minimum Qualifications

  • Bachelor's degree in a relevant field or equivalent practical experience.
  • 3+ years in a payroll role either in-house or at an external payroll provider
  • Experience in managing internal and external stakeholders, resolving problems while managing relationships.
  • Excellent written and verbal communication skills to effectively engage and build rapport with customers.
  • Customer-centric mindset, with a genuine passion for helping customers succeed.
  • Strong problem-solving abilities with a focus on delivering solutions.
  • Analytical mindset with the ability to leverage data to make informed decisions and recommendations.
  • Self-motivate, proactive, independent worker that thrives in a fast-paced environment.

Benefits and Compensation

  • Remote-first work culture
  • Flexible working hours
  • Competitive salary
  • Competitive equity
  • Apple laptop

Toku is an equal opportunity employer, and we are committed to being a diverse team that reflects a broad range of background, thought, and experience. We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, age, national origin, status as an individual with a disability, status as protected veteran, or any other legally protected characteristics. Women, minorities, LGBTQ+, and people from underrepresented backgrounds are strongly encouraged to apply.

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