ROHAN A. CHONG

Owned a portfolio of 110+ enterprise and Web3 accounts, driving success across RPC, staking, and node infrastructure services.

Supported high-value and strategic Web3 customers, ensuring optimal engagement and satisfaction with complex infrastructure products.

Managed renewal risk and commercial outcomes across accounts, safeguarding revenue streams and fostering long-term client relationships.

Spearheaded onboarding and production integrations for developers and protocols, significantly streamlining adoption and time-to-value.

Partnered with product and engineering teams to resolve critical technical issues, enhancing platform stability and user experience.

Built and managed end-to-end workflows for onboarding, health scoring, and escalation, improving operational efficiency and customer satisfaction.

Closed new Web3 accounts by executing targeted demos and outbound strategies, expanding market reach and client base.

Negotiated and secured partnerships with prominent L1s, DeFi protocols, and gaming teams, significantly contributing to ecosystem growth.

Provided expert support to developers integrating blockchain APIs, troubleshooting critical issues across transactions, NFTs, and infrastructure usage.

Partnered with engineering teams to diagnose and resolve complex technical issues, enhancing developer experience and product reliability.

Owned support operations and process design, significantly improving response quality and operational efficiency for user inquiries.

Built and maintained a robust support knowledge base, empowering users and reducing direct support volume.

Managed VIP customer support and critical escalations, ensuring high satisfaction for key stakeholders.

Improved customer experience processes, leading to measurable enhancements in service delivery and user satisfaction.

Owned and optimized customer service operations, overseeing workflows, escalations, and team performance in a high-volume environment.

Built and refined internal processes and support systems, enhancing response efficiency and consistency across all customer interactions.

Led comprehensive training and onboarding programs for support staff, significantly improving team performance and service quality.

Analyzed customer trends and operational data to identify process gaps and implement improvements, contributing to better customer outcomes.