Justin Newland

About Justin Newland

Results driven specialist looking to build, maintain, and excel customer relationships that bring both parties together in which all visions and goals are met. Desire to work closely with leadership to develop ideas and aid problem solving within the work environment. Accomplished sales lead with the aspirations of becoming a great leader. Additional skills include:Consultant, Results Oriented, CommittedAnalytical, Adaptable, Ambitious

Experience

1. Customer Success Concierge Agent

   Coinbase

   Sep 2025 — Present · Charlotte, NC, US

   Dedicated relationship manager for high-net-worth and VIP clients, providing a \"white-glove\" service experience that blends personalized human connection with deep technical expertise. Specialized in empowering clients to maximize the value of the crypto economy through proactive education, security consultation, and strategic product adoption.Core ResponsibilitiesStrategic Relationship Management: Manage the end-to-end customer journey for high-value clients, transitioning beyond reactive support to proactive account management, retention, and ecosystem expansion. Product Expertise & Adoption: Conduct personalized consultations to educate clients on complex products—including Advanced Trading, Staking, DeFi Borrow, and Coinbase One—driving measurable platform engagement and value. Security & Risk Consultation: Serve as the primary trusted advisor for account security, proactively monitoring for risks and guiding clients on implementing robust security measures like YubiKeys and Passkeys. White-Glove Issue Resolution: Own the resolution of complex technical inquiries and sensitive escalations with a focus on accuracy, empathy, and speed, serving as the client\'s direct advocate within Coinbase. Voice of the Customer: Collaborate cross-functionally with Product and Engineering teams to relay critical client feedback, identify service gaps, and advocate for feature enhancements that improve the premium user experience. Operational Excellence: Maintain rigorous standards for client engagement and data integrity, utilizing Salesforce to document unique customer journeys and enable data-driven service improvements.

Education

• The Edward H. Schmidt School of Professional Sales

  Professional Sales and Marketing

  2008 — 2013

Skills

• Crm
• Leadership
• Cold Calling
• Management
• Retail
• Salesforce.com
• Customer Service
• Marketing
• Sales Management
• Direct Sales
• Sales
• Social Networking
• Sales Process
• Selling
• Leadership Development
• Customer Satisfaction
• Time Management
• Account Management