ROHAN A. CHONG
Customer Success | Web3 Infrastructure | Enterprise & Developer Accounts
Toronto, CA.About
Highly accomplished Customer Success Manager specializing in Web3 infrastructure, adept at guiding enterprise and developer accounts across RPC, staking, and node services. Proven expertise in optimizing account health, mitigating renewal risk, and driving commercial outcomes by translating complex blockchain systems into clear, actionable, and value-generating workflows.
Work
Ankr (Asphere)
|Customer Success Manager
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Summary
Led customer success for 110+ enterprise and Web3 accounts, optimizing account health and commercial outcomes across diverse infrastructure products.
Highlights
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.
Ankr (Asphere)
|Business Development Representative
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Summary
Generated new Web3 accounts through strategic demos and outbound initiatives, securing key partnerships with industry leaders.
Highlights
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.
Alchemy
|Customer Experience Advocate
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Summary
Advocated for developers integrating blockchain APIs, resolving complex issues across transactions, NFTs, and infrastructure.
Highlights
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.
Gitcoin
|User Support Lead
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Summary
Directed user support operations and process design, enhancing response quality and maintaining a comprehensive knowledge base.
Highlights
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.
Dapper Labs
|Customer Support Lead
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Summary
Managed VIP customer support and escalations, driving improvements in overall customer experience processes.
Highlights
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.
Staffy
|Customer Service Operations Manager
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Summary
Directed customer service operations, managing workflows, escalations, and team performance in a high-volume environment.
Highlights
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.
AskforTask
|Senior Operations Manager
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Summary
Managed senior operations for AskforTask, overseeing strategic initiatives and process improvements.
Axiom Metrics
|New Business Operations Coordinator
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Summary
Coordinated new business operations for Axiom Metrics, supporting growth and market expansion.
Shomi Canada
|Operations Manager
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Summary
Managed operations for Shomi Canada, ensuring efficient service delivery and customer satisfaction.
Bell Canada
|Customer Service Representative
Toronto, Ontario, Canada
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Summary
Provided customer service for Bell Canada, addressing inquiries and ensuring customer satisfaction.
Bell Canada
|Technical Support Representative
Toronto, Ontario, Canada
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Summary
Delivered technical support for Bell Canada, resolving customer issues and enhancing service experience.
Bell Canada
|Satellite Receiver Technician
Toronto, Ontario, Canada
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Summary
Provided technical support as a Satellite Receiver Technician for Bell Canada, ensuring optimal system performance.
Education
Canadian Business College
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Diploma
Marketing and Digital Media
Courses
Graduated with Honours
Graduated in Top 90 Percent of Class
Humber College
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Diploma
Business Administration
Languages
English
Skills
Web3 Technologies
RPC, Nodes, Staking, APIs, Web3 Customer Success.
Customer Success & Relationship Management
Zendesk, Jira, CRM, Health Scoring, Account Ownership, Customer Health Scoring, Renewal & Retention Strategy, Developer Support, Target/KPI Achievement, Cross-Functional Collaboration.
Tools & Platforms
APIs, JSON, Notion, Slack, Google, ChatGPT, Zapier.
Operations & Project Management
Risk Management, Process Building, Project Management.