Manager, Product Expert

LiveRamp, Inc.

1d • $132,000 - $155,000

About The Position

LiveRamp is seeking a motivated, experienced customer support professional to provide advanced technical support and ensure an exceptional experience for internal and external customers. The role serves as a bridge between customers and the product, diagnosing complex issues, owning them through resolution, and developing deep product knowledge. It also contributes to product quality by documenting support processes, collaborating with engineering and product teams, and advocating for improvements based on customer feedback. The position includes mentoring and guiding junior support engineers and others.

Requirements

• Proven experience in technical support, customer success, or a similar customer-facing role.
• Excellent written and verbal communication skills, including the ability to explain technical concepts clearly to technical and non-technical audiences.
• Strong problem-solving and analytical skills, with attention to detail.
• Ability to collaborate effectively in a team-oriented environment.
• Willingness to learn and embrace new technologies, processes, and challenges.
• Growth mindset and willingness to learn from mistakes and continuously improve.

Nice To Haves

• Some experience with SQL, Python, Pandas, notebooks, and Git/GitHub; foundational knowledge is sufficient.
• AI prompting certificate or AI prompting experience.
• Desire to teach, train, and mentor others.
• Experience in the Advertising, Marketing, MarTech, or AdTech industries.
• Familiarity with data Clean Room environments.

Responsibilities

• Provide advanced technical support by diagnosing and resolving complex customer issues.
• Own customer issues from initial contact through resolution, delivering timely solutions aligned with service level agreements.
• Develop a deep understanding of LiveRamp products and services to provide accurate, comprehensive support.
• Create and maintain knowledge base articles, troubleshooting guides, and internal process documentation.
• Collaborate with engineering and product teams to identify and resolve product defects and advocate for product improvements based on customer feedback.
• Mentor and guide junior support engineers and others, fostering collaboration and knowledge sharing.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed