Customer Support Jobs in Web3

Gelato is an all-in-one Rollup as a Service Platform built without limits. Designed to be super-fast, incredibly secure, and infinitely scalable, Gelato rollups allow anyone to build and deploy their fully serviced Layer 2 chains on Arbitrum, Optimism, Celestia and more at a pace natively integrated with Web3's favorite tools and services like Etherscan, The Graph, Pyth, Layer Zero and many more launching a production-ready web3 development environment from the Genesis block.

We are looking for a Key Account Manager to join our BD & Commercial Department. This role is critical in managing, nurturing, and expanding our relationships with key accounts post-sales. The ideal candidate will have a strong commercial background and be adept at understanding the needs of decision-makers, engineers, and technical stakeholders within our client organizations. 

Key Responsibilities:

• Account Management: Maintain and develop relationships with key accounts, ensuring their ongoing satisfaction and success with our products and services.
• Upselling and Cross-selling: Identify opportunities for upselling and cross-selling additional services and solutions to drive revenue.
• Technical Liaison: Act as the primary point of contact between the client and our technical teams, translating technical requirements and ensuring clear communication.
• Customer Support: Provide after-sales support to key accounts, troubleshooting issues and ensuring timely resolution in collaboration with the support and technical teams.
• Strategic Planning: Develop and implement account plans that outline short- and long-term strategies for client growth and retention.
• Feedback Loop: Gather and relay customer feedback to the product development team to drive continuous improvement of our offerings.
• Performance Metrics: Monitor and report on key account performance metrics, identifying areas for improvement and growth.

Requirements:

• Minimum of 3 years experience in key account management or a related role in web3.
• Understanding of web3 infrastructure, especially pertaining to the RaaS business.
• Strong commercial know-how and the ability to understand and discuss web3-specific infrastructure services like Bridging, RPCs, indexers or oracles.
• In-depth understanding of Rollups.
• Experience with CRM software like Hubspot.
• Excellent communication and interpersonal skills.
• Problem-solving mindset with a focus on customer satisfaction.
• Bonus: Coding Experience.

What we offer:

• Small, fully remote team with an office in Zug, Switzerland
• Build the next generation of decentralised tech & become the infrastructure of the most promising dApps on Ethereum and Celestia
• Generous token vestings paid in the network’s native $GEL token
• Worldclass Investors - We are backed by the community, including industry leading experts such as DragonFly Capital, ParaFi, IDEO, GalaxyDigital, IOSG, Gnosis, and the two largest Venture DAOs (The LAO, Metacartel Ventures)