Manager, Platform Customer Support

dataxu Published: March 24, 2019
Location
Boston
Job Type
Full-time
Category
Digital

Description

dataxu® helps marketing professionals use data to improve their advertising. Our software empowers our customers to connect with real people across all channels, including TV, capturing consumers’ attention when and where it matters most. We’re proud of the recognition our software has earned—such as being named a Leader in The Forrester Wave™: Omnichannel Demand-Side Platforms, Q2 2017 and receiving the top usability score among competitors in a head-to-head study by Validately—but we’re even more excited about the success our customers achieve by leveraging our technology. With 12 offices around the world, we’re here to help power our customers’ business forward.

The Experts on Demand Manager will assist the Director with the daily management of the Experts on Demand team to help lead customer support across our platform. The Manager will have direct reports on the Associate and/or Specialist level.  In addition to managerial responsibilities, they will also facilitate the launch and delivery of campaigns within their managerial scope and ensure compliance with standard processes and quality assurance practices. The Manager provides the Director with insight into the daily operations of the Experts on Demand team – bringing to light any launch delays, performance or pacing issues that could impact revenue recognition. The Manager will also help to facilitate operations related to Customer Support and task-based requests and escalate issues impacting customer satisfaction.  Additionally, they will provide ad hoc training and education for the team in platform best practices.

On the Job

Campaign portfolio

  • Manager will be responsible for overseeing a portfolio of managed service campaigns for Platform customers (hands-to-keyboard run by their direct reports)

Management

  • Manage select Associates/Specialists which includes holding weekly 1x1s, providing guidance/support for career development and/or campaign management issues
  • Conduct quarterly performance reviews with direct reports

Operations

  • Track on new campaign and task requests coming into Experts on Demand and ensure process adherence and quality standards are upheld
  • Provide guidance on campaign optimization techniques to improve performance
  • Oversee Customer Support queue to ensure cases are addressed in a timely manner and assist Associates/Specialists in resolving any blocking issues
  • Ensure direct reports are communicating campaign performance internally on a weekly basis and provide guidance on Weekly Status documents
  • Escalate any pacing issues for direct reports with cross-functions as needed
  • Provide Ad Ops Dashboard inputs to SVP of GTM Operations weekly
  • Support case escalations:
    • Review open cases for Experts on Demand
    • Attend weekly Support meeting and address escalations and priorities

Team Development

  • Provide hands to keyboard training, guidance and mentorship to Associates/Specialists within Experts on Demand

About You

  • 5-7 years of digital campaign management and 1-2 years of customer development experience required
  • In Depth knowledge of advertising technology (RTB, ad networks, digital media, digital ad serving)
  • Deep understanding of digital advertising campaign management including strategies, tactics, execution (ad serving and pixels) and reporting
  • Process driven individual with proven experience adhering to processes and standards
  • Ability to analyze, review results, and propose strategies
  • Experience managing people and mentoring/training
  • Expert organization, attention to detail and time management skills
  • Ability to work effectively in an emerging technology company
  • Effective internal and external written and verbal communications
  • Ambitious self-starter who enjoys a good challenge and continuous learning
  • Creative problem solver
  • Cross company team player

Apply on company site here: http://bit.ly/2Fntoes

Apply
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