TRM is on a mission to build a safer financial system for billions of people. We deliver a blockchain intelligence data platform to financial institutions, crypto companies, and governments to fight cryptocurrency fraud and financial crime. We consider our business — and our profit — as a way to move towards our mission sustainably and at scale.
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 within the United States 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:
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Rapid Client Alerts: You will draft and send client alerts about new sanctions and tool updates within hours.
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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.
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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.
Life at TRM Labs
Leadership Principles
Our Leadership Principles are foundational element of our strategy, guiding how we make decisions, how we treat each other, and how we behave day-to-day.
- Impact-Oriented Trailblazer: We put customers first, driving for speed, focus, and adaptability.
- Master Craftsperson: We prioritize speed, high standards, and distributed ownership.
- Inspiring Colleague: We value humility, candor, and a one-team mindset.
Build a Career
Joining TRM means being part of a mission-driven team comprised of industry leaders. At TRM, you'll experience:
- Purpose and Mission: Have a real-world impact, from disrupting terrorist networks to returning stolen funds.
- Inspiring Colleagues: Collaborate with industry leaders and learn something new daily.
- Personal Growth: We're not just using technology; we're inventing it and taking category-defining products to market.
Work Environment
- Remote First: Our HQ is online. Tools like Zoom and Slack ensure seamless collaboration, but we also value in-person interactions, organizing regular meetups and offsites for team bonding. Clear communication is key in our decentralized setup. With tools like Slack, Loom, and voice notes, we document meetings and decisions, promoting transparency and efficiency.
- Ownership & TRM Speed: Small teams drive big goals at TRM. Every team member has significant ownership and responsibility, fostering an environment of initiative and direct impact. While there's no strict clocking in or out, we expect team members to balance personal schedules and team needs. We move “surprisingly fast” while maintaining a high bar in service of our customers and mission. This can feel both intense and rewarding. Our unique approach to projects emphasizes quick wins, rapid iterations, and constant feedback.
- Diversity and Inclusion: Diversity at TRM encompasses backgrounds, experiences, and perspectives. Every day is an opportunity to learn from a colleague, whether they're a law enforcement expert or a tech pioneer.
- Annual Company Offsite: Once a year, TRMers come together from around the world to attend a 1-week mandatory company offsite. This is designed to foster in-person relationships, creativity, and strategic alignment. Employee attendance is required of all TRMers.
Join Us
We're looking for team members who love building from the ground up and want to work hard in a fast-paced and ambitious environment. We are remote-first, with exceptionally talented team members located around the world. If you like solving tough problems quickly and seeing your work improve the lives of billions of people, we want you at TRM.
We encourage you to reach out even if your experience doesn't precisely match the job description. Don't worry about picking exactly the right job; we can always explore other options after starting the conversation. Your passion and interests will set you apart, especially if your background or career is unconventional.
To all recruitment agencies: TRM Labs does not accept unsolicited agency resumes. Please do not forward resumes to TRM Labs employees. TRM Labs is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company.
