Client Success Manager (PST / MST)
About The Position
StackAdapt is seeking an exceptional Client Success Manager to help build an internal Platform Support Centre. This role involves working closely with a select division of Self-serve customers and collaborating with internal teams globally to improve processes and products. The ideal candidate will possess strong communication and technical skills. Reporting to the Manager of Client Success, you will be the first point of contact for client requests and critical incidents, becoming an expert in the StackAdapt advertising platform. You will assist clients with technical how-to questions via phone, chat, and email, focusing on account growth and retention. Delivering top-notch client support through data analysis and insights is crucial. You will also develop and review knowledge base articles, seek opportunities to improve operational processes, and ensure quality incident resolution within service level agreements. This position is for individuals who thrive in a fast-paced, independent environment that encourages entrepreneurship and initiative. StackAdapt is a Remote First company, and this role is open to candidates in the United States or Canada residing within the PST or MST time zones.
Requirements
- 2+ years of client-facing experience
- 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
- Familiar with APIs and web app integration services
- 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
Nice To Haves
- Advanced knowledge/experience in Digital Advertising, Digital IAB - - Certification, and Google Analytics Certified are highly preferred
- Experience with internal service desks is a bonus
- Proven experience working with complex databases is a plus
- Advanced Excel is nice to have
- 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
Responsibilities
- 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
Benefits
- Highly competitive salary
- Retirement/ 401K/ Pension Savings globally
- Competitive Paid time off packages including birthday's off!
- Access to a comprehensive mental health care program
- 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 and hubs in London and Toronto
- Robust training and onboarding program
- Coverage and support of personal development initiatives (conferences, courses, books etc)
- Access to StackAdapt programmatic courses and certifications to support continuous learning
- An awesome parental leave program
- A friendly, welcoming, and supportive culture
- Our social and team events!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
