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Customer Success Manager

Remote
Employee
Customer Support

COMPANY DESCRIPTION

We’re a collective of Metaverse early adopters, contributing to this growing ecosystem by setting the right infrastructure for virtual events building.

100% focused on easy-to-use tools, we partner with different types of event organizers across all industries (Music, Arts, Conference, Fashion, Corporate) to onboard a wide and diverse audience to our virtual experiences.

We are leveraging the most advanced technologies to continually reimagine the boundaries of virtual worlds. Our commitment is to enhance the accessibility and experience across all Metaverse platforms (Sandbox, Decentraland, and others).

In April 2022, we successfully launched - in partnership with Paris NFT Day - Europe’s largest #NFT conference to the #Metaverse. This virtual event generated nearly 3,300 visitors from 100 different countries. You can read more about the event here.

In the year 2022, we intend to launch 20 to 30 new metaverse events. So we are looking for a Customer Success Manager who will be able to manage the post-sales customer journey, and collaborate with internal and external stakeholders to deliver best-in-class Metaverse events experiences for our clients in a wide range of verticals: Musical events, Corporate events, Web3 community gatherings (DAO, NFT), Art fair, Non-profit Gala and potentially Fashion shows.

Tasks

  • Run the handover process with the salesperson to understand the goals and objectives of each client, as well as what was agreed upon during the sales process.
  • Run the customer kick-off call to confirm goals and objectives, set the timeline and agree on KPIs and requirements
  • Adopt a consultative approach to help each customer understand what activations are possible in their venue throughout the year. For example, an annual music festival can leverage a Metaverse venue in various ways to interact with the community throughout the year, and you may be required to work with the client’s teams to figure out what that could look like.
  • Act as an extended arm of the customer’s team, ensuring all the relevant stakeholders are involved, pro-actively troubleshooting any issues or concerns that may arise.
  • Ensure the RLTY technical teams have everything they need from the customer to create the venue and any merchandising, POAPs, and branded items as needed.
  • Relay messages from the RLTY technical teams to the customer to ensure smooth and timely delivery of the venues and experiences.
  • Be the main point of contact for any customer support or commercial queries, and manage the customer relationship, as well as the renewal of the contract.
  • Identify adoption champions and decision-makers, and actively seek upsell/cross-sell opportunities to grow the accounts.
  • Assist the customer in creating a marketing plan for the events to ensure their visibility and success.
  • Conduct quarterly business reviews with the customer, sharing metrics of events, identifying areas for improvement, and keeping a pulse on customer satisfaction and changing needs.
  • Identify any potential threats to the renewal, such as competitors, budgeting, or strategy shifts.

Requirements

DESIRED SKILLS

  • Fluency in English is mandatory, and fluency in French is a plus.
  • Ability to build strong and lasting relationships with a wide array of stakeholders, including C-Suite in various industries
  • Strong commercial acumen
  • Strong project management and organizational skills
  • Collaborative and team-oriented work approach
  • Ability to efficiently work with technical teams
  • Good design and presentation skills (using photoshop, keynote or google presentations)
  • Ability to fail fast and seek help when needed
  • Ability to use CRM software e.g. Hubspot, Salesforce, or Zoho

REQUIRED EXPERIENCE

  • 2-3 years experience in a Customer Service Manager (“CSM”) / Account Manager role
  • Experience working with tier 1 brands and/or large accounts
  • Proven track record of being operationally driven
  • RLTY is a start-up so the ideal candidate must be adaptable to start-up environments, with a roll-up your sleeves mentality. Team spirit, a positive attitude and seeing solutions rather than problems are a requirement
  • Strong interest in crypto / NFTs / Metaverse and technical knowledge in Web3

Benefits

  • You will join the team at the beginning of a new venture!
  • You will work with 3 serial entrepreneurs coming from different industries like entertainment, gaming, mobile and tech solution
  • You will participate in this Web3 revolution by launching a long-term solution that will revolutionize the event industry
  • You will work on a Metaverse project that has a real utility
  • You will be in the first employee's team of a very ambitious startup with great announcements to come

EMPLOYMENT DETAILS

  • Full-time position
  • Flexible day schedule
  • Location: London based with a physical office in Marylebone (NW1) but the position is also open to being remote within the same/near BST timezone

Please add your linkedin profile to your application.

Updated: 1 month ago
Job ID: 5942694
About RLTY
2-10 employees
Entertainment
We’re a collective of Metaverse early adopters, contributing to this growing ecosystem by setting the right infrastructure for virtual events. 100% focused on easy-to-use tools, we partner with different types of event organisers across all industries (Music, Arts, Conference, Fashion, Corporate) to onboard a wide and diverse audience to our virtual experiences. We are leveraging the most advanced technologies to continually reimagine the boundaries of virtual worlds. Our commitment is to enhance the accessibility and experience across all Metaverse platforms. 🌐 🚀
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