Moonwalk is hiring a

Web3 Customer Success Coordinator

Who We Are

We’re Moonwalk. We’re the easiest way to build community in Web3 using no code tools. We help brands and creators engage and reward their communities using digital assets such as NFTs, tokens and branded wallets.

Our mission is to make it easy to create communities that foster direct connections with fans and customers using digital assets that unlock digital and IRL experiences.

We’re a group of inspired creators who believe the new medium of Web3 using NFT’s and digital assets allow individuals to participate in the development and growth of brands and communities like never before. We are obsessed with delivering easy to use, intuitive and effective products as an on ramp into Web 3.0 and the Metaverse.

There are common traits we look for in all new team members regardless of their role. First, we look for candidates who will thrive in a culture like ours, where we lead with trust, and embrace feedback in all directions. We are looking to attack team members who want to contribute in a meaningful way to the growth of this new medium.

About the role

As Moonwalk’s Customer Success Coordinator, you will serve as a day-to-day customer contact supporting Moonwalk’s full suite of products, services and projects. This includes onboarding customers onto the platform via the Moonwalk Launchpad - our dashboard for all of the utilities Moonwalk offers. You’ll be strategizing on go-to-market planning, NFT sales programs, assisting in use of features and functionalities, and advocating for the customer in product development planning and operational capabilities. You will work closely with the Customer Success Manager to create an unparalleled and seamless experience. This role also includes elements of planning and strategizing with the greater Moonwalk team on sales and retention goals and bringing to market a world class SaaS product.

What You’ll Do

• Responsible for customer interactions, troubleshooting, planning, training, and coordination of activities: Responsible for customer-facing interaction via email, telephone, and face-to-face communications with multinational corporations and agencies on a daily basis. You must have a passion for delivering excellent partner service, troubleshooting complex issues, and striving to ensure both customers and staff are successful.
• Training new customers and their employees: You will need to be able to understand and explain Moonwalk’s services in detail. You will be responsible for training new customers in Moonwalk’s Services both internally and externally.
• Customer Onboarding: You will be responsible for following up on assigned completed strategic partnerships and new customers by reviewing strategies, timeline and implementation goals.
• Managing customer services requests: You will be responsible for maintaining a timely resolution of all customers’ requests. This includes ensuring customer specific issues and requests for additional information are addressed in a timely manner and where appropriate, investigating quality-related issues to prevent reoccurrence.
• Keeping yourself constantly informed of all products as we are constantly shipping new features. Sharing knowledge with other team members with a goal of constantly improving customer relationships and retention;

1. 1. Working with sales, marketing, product management, partners, and cross functional teams to improve customers’s acquisition, retention, and proactive notification/communication
   2. Creating interactive onboarding materials to help with customer adoption.
   3. Creation of knowledge base support materials to assist in the success of the customers and their end users.

• Act as a point of contact for Service related issues: You will ensure smooth communication and cooperation with colleagues from other departments with the aim of being able to solve the outstanding questions in a short response time.
• Conduct competitive research and monitor industry changes and translate those into actionable recommendations.
• Develop and understand customer profiles, segments, and behavior.
• Partner with the Business Development team to explore opportunities that correlate with expanded service offerings.
• Collaborate with designers and marketing to build collateral and other assets that correlate with customer communication and general support needs
• Performs ongoing research to learn about new best practices related to retention strategies
• Is action, solution, and results-oriented
• Thinks strategically, but stays on top of tactical execution
• Maintains composure while troubleshooting and solving issues
• Exhibits excellent business judgment
• Expects and requires innovation of themselves and the team
• Has high standards, conviction, and the ability to inspire passion and motivate others

Who We’re looking for

• Bachelor’s degree or equivalent years’ experience in a related field.
• Two-four years of experience in a professional or client services team. Experience at a SaaS company is a plus.
• Demonstrated customer oriented work ethic and ability to foster a sense of teamwork across members of different departments.
• Demonstrated ease in public speaking and presenting
• Team player: ability to work on a team in a collaborative environment, sharing information and best practices
• Marketing campaign management and email campaign experience is a plus
• Experience in supporting and working with Sales & Product
• Computer proficiency: CRM, MS Word, Excel, PowerPoint
• Excellent verbal and written communications skills
• Excellent sales or persuasion skills
• Excellent decision-making and analytical skills
• Excellent project management skills
• Excellent organizational skills and attention to detail

Nice to Haves

• Experience and/or demonstrated familiarity with NFTs, digital collectibles and blockchain technology

Moonwalk is an equal opportunity employer. Individuals seeking employment at Moonwalk are considered without regards to race, sex, color, creed, religion, national origin, age, disability, genetics, marital status, pregnancy, unemployment status, sexual orientation, or veteran status.

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