Full-Time, Remote, Time Zones Preferred: US - PST/CST/EST

Mission

In partnership with major IP rights holders, brands, and artists, our goal is to build a more open, inclusive, creative, and sustainable economy on web3.

Benefits

Remote First: You’ll be part of a globally distributed team!

Equity: We want everyone to have an equity stake in the success of Palm NFT Studio.

Flexible work schedule: Working remotely with a globally distributed team allows you to work asynchronously and create a flexible work schedule.

Competitive Benefits: We offer a competitive benefits package that includes Health, Dental, Vision, Life Insurance, and EAP; as well as a 401k retirement program for US employees.

Unlimited vacation/holidays: We value work life balance and encourage employees to take time to reset and recharge. We also encourage you to have no meetings on Fridays to make time for deep work.

About Palm NFT Studio

Palm NFT Studio empowers artists, brands, and fans to build deep vertical communities onchain: redefining digital experiences through NFTs. To date, Palm NFT Studio has built "The Currency" with Damien Hirst and HENI and delivered innovative NFT experiences for Universal Music Group, Warner Bros., and DC, including the brand’s primary and secondary marketplace.

Palm NFT Studio is led by co-founder and CEO Dan Heyman, former General Manager of protocols at ConsenSys. Investors include Microsoft’s venture fund M12,Griffin Gaming Partners, RRE, Third Kind Venture Capital, Sfermion, the LAO, Warner Bros., and SK Inc., among others. The founding team includes ConsenSys founder and Ethereum co-founder Joseph Lubin; film producer and owner of Heyday Films, David Heyman; and founder of the world-class art house HENI Group, Joe Hage.

Learn more: palmnftstudio.com; Discord: Palm NFT Community; Twitter: @PalmNft

About the Palm Network

Palm NFT Studio is one of the contributors to the Palm network. The Palm network is an Ethereum-compatible sidechain, built to serve as the foundation of a new scalable and sustainable ecosystem for NFTs. It is designed by, and for, Ethereum developers and features low gas costs and fast transaction finality. The Palm network uses the IBFT-2 consensus mechanism, a rotating Proof of Authority consensus method, in lieu of Proof of Work. This substantially reduces the computing power required and allows the Palm network to be 99% more energy-efficient than Proof of Work systems. To date, more than 3.5 million NFTs have been minted on the Palm network. There are currently 1.1 million wallet addresses, over 4 million NFTs, and more than 5 million transactions.

About the role

The Marketplace Success Manager role at Palm NFT Studio is an exciting opportunity for a proactive, creative problem solver with a passion for delivering exceptional customer experiences. As the main point of contact for our clients, you will oversee day-to-day operations of the marketplace platform, drive decision making on marketplace policies and end-user conflict resolution, and work closely with cross-functional teams to plan and support NFT drop roadmaps. Your role will involve configuring and testing drops/features, pre-production, and obtaining validation from the client on all configurations prior to releasing in the client’s production environment. You will also be responsible for creating and managing customer service through email solutions, thinking through designing and executing the best customer journey from A to Z.

This is a hands-on role that requires independent contribution where you will identify areas for growth and process improvements, but you will have a strong support system from team members to help implement these initiatives. This role also requires strong organizational skills, as well as the ability to manage multiple projects and clients simultaneously. You will have the opportunity to shape the overall vision of how our NFT marketplace functions and delivers on client's business objectives, and play a key role in driving platform improvements that impact user experience. If you are excited about the world of NFTs and have a proven track record of success in account management, customer success, and cross-functional teamwork, we would love to hear from you.

Responsibilities

• Oversee and optimize day-to-day operations of Palm NFT Studio and client marketplace platforms
• Manage NFT drop roadmaps for clients and coordinate with cross-functional teams
• Configure the marketplace platform for clients and obtain validation prior to release
• Establish and own end-to-end processes for Support, Compliance and Community teams
• Partner with Product/Engineering teams to test platform and report issues
• Document processes and best practices, train cross-functional teams and contribute to FAQs
• Manage user requests, feedback and refunds, and work with PMs to improve platform
• Serve as liaison for escalated technical issues, collaborate with compliance and community specialist
• Prepare status reports, conduct post-drop evaluations, track success matrix and strive for continuous improvement
• Scale up systems and processes to meet growing customer needs
• Create and manage customer service solutions and optimize customer experience throughout their journey, including creating an easy, user-friendly process for customers to get their questions, issues or feedback resolved (e.g. email)

Requirements

• Min 2+ years of account management / customer success experience in a fast past-paced technology company such as SaaS, gaming, or web3
• Strong problem-solving skills with the ability to use creativity and analysis to create solutions that deliver real business value
• Proven ability to effectively lead customers through urgent or critical situations, including interactions with technical personnel and C-level executives
• Experience with SaaS models and applications, and a background in consumer platforms with a support, product, or engineering focus
• Strong communication and interpersonal skills with the ability to work effectively on cross-functional teams
• Proven ability to manage multiple projects, accounts, and assignments simultaneously and be adaptable to handle dynamic situations on varying and competing timelines
• Strong leadership, initiative, and organizational skills with an attention to detail
• Track record of success in conducting and obtaining validation from the clients on tests and configurations
• Proven ability to establish relationships and build trust with cross-department teams both internally and externally
• Strong conflict resolution skills, ability to navigate difficult conversations with customers and provide creative solutions to business problems

Bonus Points

• Bachelor’s Degree in Management
• Knowledge of web3 technologies and/or a passion for NFTs
• Experience with agile project management
• Having worked in a remote environment for a startup and big corporation

How to apply

Does this position sound like a good fit? Please apply!

If you have any issues submitting your application, please reach out to us at careers@palm.io.

Palm NFT Studio is an equal opportunity employer. We encourage people from all backgrounds to apply. We are committed to ensuring that our organization is made available and accessible to everyone. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law.

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