Client Success Manager
StackAdapt
Customer Service
United States
Posted on Nov 27, 2024
StackAdapt is a self-serve advertising platform that specializes in multi-channel solutions including native, display, video, connected TV, audio, in-game, and digital out-of-home ads. We empower hundreds of digitally-focused companies to deliver outcomes and exceptional campaign performance everyday. StackAdapt was founded with a vision to be more than an advertising platform, it’s a hub of innovation, imagination and creativity.
We are looking for an exceptional Client Success Manager who is interested in helping us build an internal Platform Support Centre within one of the fastest-growing technology companies in Canada. In this role, you will work closely with a select division of Self-serve customers, and collaborate with internal teams across diverse global locations to contribute to process and product improvements. Your communication and technical skills will be key to your success.
Reporting to the Senior Manager of Client Success, you will provide the first contact support to resolve client requests and critical incidents. You will become an expert in the StackAdapt advertising platform, helping our clients address technical how-to questions via phone, chat, and email support, aiming for account growth and retention across your portfolio. You will deliver top-notch client support by analyzing data and providing insights. Ultimately, you should be able to create clarity out of ambiguity and guide teams to high-quality experiences. Additional focus areas include developing and reviewing knowledge base articles, actively seeking opportunities to improve operational processes, and ensuring the quality resolution of incidents and service requests in adherence to service level agreements.
We are looking for a candidate who thrives in a fast-paced job where they can work independently in an environment that supports entrepreneurship and initiative.
StackAdapt is a Remote First company. We are open to candidates located anywhere in the United States for this position willing to work under PST and Central Time Zones.
What you'll be doing:
- Act as the primary point of contact for Self-Serve clients on any questions related to the StackAdapt platform
- Support clients to ensure the successful delivery of their programmatic campaigns
- Work collaboratively with our Sales and internal teams to provide data, insights, and surface questions that help inform our thinking about how to improve our product and services, as well as develop new features, products, and support for our customers
- Develop innovative solutions to resolve problems at scale
- Take the initiative to retain and grow high-potential customers
- Search and analyze data sources to provide insights on product usage
- Resolve application issues; ensuring that incidents within our platform or tools are addressed within established SLAs
- Assist in the creation of Support documentation for frequently experienced challenges
- Resolve various business and technical incidents, related to the StackAdapt platform including escalating to other technical teams
- Take initiative on tickets that can be completed without Development team assistance
What You'll Bring to the Table:
- Advanced knowledge/experience in Digital Advertising, Digital IAB - - Certification, and Google Analytics Certified are highly preferred
- 2+ years of client-facing experience, experience with internal service desks is a bonus
- 2+ years of experience in a function related to technical business analysis, data analysis, or business or technical support
- Proven experience identifying root causes of technical issues and addressing potentially complex problems/questions
- Proven experience working with complex databases is a plus. Advanced Excel is nice to have
- Familiar with APIs and web app integration services
- Experience with CMS systems (WordPress, Shopify, Hubspot) is a strong asset
- Experience with Google Tag Manager (GTM), DoubleClick Campaign Manager, Google Analytics, or tracking platform skills is a strong plus
- Exceptional communication, critical thinking, and analytical skills
- Meticulous attention to detail and proven ability to manage multiple, competing priorities simultaneously
- Experience providing training and explaining concepts to others who have different levels of knowledge in the space
StackAdapters enjoy:
- Highly competitive salary + commission structure
- RRSP/401K matching
- 3 weeks vacation + 3 personal care days + 1 Culture & Belief day + birthdays off
- Access to a comprehensive mental health care platform
- Health benefits from day one of employment
- Work from home reimbursements
- Optional global WeWork membership for those who want a change from their home office
- Robust training and onboarding program
- Coverage and support of personal development initiatives (conferences, courses, etc)
- Access to StackAdapt programmatic courses and certifications to support continuous learning
- An awesome parental leave policy
- A friendly, welcoming, and supportive culture
- Our social and team events!
StackAdapt is a diverse and inclusive team of collaborative, hardworking individuals trying to make a dent in the universe. No matter who you are, where you are from, who you love, follow in faith, disability (or superpower) status, ethnicity, or the gender you identify with (if you’re comfortable, let us know your pronouns), you are welcome at StackAdapt. If you have any requests or requirements to support you throughout any part of the interview process, please let our Talent team know.
About StackAdapt
We've been recognized for our diverse and supportive workplace, high performing campaigns, award-winning customer service, and innovation. We've been awarded:
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