Head of Professional Services

Job description

Chainalysis offers cryptocurrency investigation and compliance solutions to global law enforcement agencies, regulators, and businesses as they work together to fight illicit cryptocurrency activity. Backed by Benchmark and other leading names in venture capital, Chainalysis builds trust in blockchains. 


This is a unique opportunity to shape the future of Chainalysis by building out our professional service team and strategy to best support the needs of our customers. Reporting directly to the COO, you will be responsible for providing case support, advisory services and training to customers in law enforcement agencies, financial services and cryptocurrency businesses. You’ll create the strategic roadmap for the Professional services team and work together with leaders from multiple internal organizations, including our Product, Analytics and Sales teams, to ensure excellent customer satisfaction.


Chainalysis users are trained by our expert trainers and are capable of managing most of their requirements independently. Our professional service team has access to the bleeding edge of our R&D roadmap and provides additional support to accelerate onboarding or manage large/complex investigations. The mission of our Professional Services team is to help our customers realize the value of our solutions faster and more comprehensively.


What are some ways we do this?

  • Investigation services that complement our customers’ use of our compliance and/or investigation software.

  • Training for all of our clients so that they can learn about the evolving nature of cryptocurrencies and maximize their value from our product range

  • Advisory services to assist our customers with risk assessments and implementation management of compliance processes.

What you’ll do:

  • Assess and optimize global delivery standards, processes, and pricing for customer engagements, including enablement collateral to support sales

  • Establish a strategic roadmap for the growth of the Professional Services organization, including pricing, resourcing, staff coordination, governance and oversight, and individual offering rollouts

  • Recruit, hire, and retain the right number and quality of consultants to handle customer needs

  • Identify and implement metrics to track success, ensuring positive experiences across pre-sales, sales, delivery, and post-delivery, driving revenue through hitting goals

  • Build strong cross-functional relationships with Sales and Customer Success to enable our Account Executives to win new customers and expand into new markets and ensure proper involvement and hand-off

Who will love this job:

A leader: you set a clear and ambitious vision and think holistically about how this vision aligns with company goals
A builder: you’ve built teams and are an expert at optimizing performance, engagement and productivity
An organizer: you know how to manage competing priorities and maintain an ongoing feedback loop between customers and internal teams
An advisor: you are trusted both internally by our executive team to make judgements that protect the company as well as externally by partners and customers

An investigator: you are excited by following the money and work creatively to get to the bottom of things


You’ll have:

  • 8+ years’ experience of providing top level customer focused services and software at consulting companies or SaaS vendors

  • Sales or pre-sales experience in government or financial services verticals

  • Successfully developed and scaled a global Professional Services organization

  • The ability to quickly build credibility and rapport with your team as well as internal and external business leaders

  • Excellent communication skills for both diagnosing problems and presenting solutions

  • Bonus: Background in financial intelligence and investigations

You belong here.
At Chainalysis, we believe that diversity of experience and thought makes us stronger. We encourage applicants across any race, ethnicity, gender/gender expression, age, religion, ability and experience. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us. We can’t wait to meet you.  


Perks & Benefits

We offer a comprehensive benefits package including competitive salaries, stock options for senior roles, medical, dental and vision - which cover domestic partners as well - plus life and disability coverage, 20 vacation days, and a 401K plan.  Chainalysists also get to participate in our annual Huddle, a week-long destination event that promotes team-building, professional development, and fun! In the office, you’ll receive a Mac or PC of your choice and a fully stocked kitchen.