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Manager, Product Support

London, United Kingdom



The Product Support Manager delivers excellence with a strategic focus, ensuring that customers are incredibly satisfied with the our platform. You will provides direct management on administrative tasks as well as technical mentorship and onboarding facilitation to new team members

This is a pivotal role in hiring open headcount for a new team dedicated to making our DSP Enterprise clients wildly successful using our Product
Partners regularly with GTM and Technology (Prod/Eng) leadership to gain client alignment
Coordinate with Product Management and Engineering teams in identifying, reporting, and resolving product issues or opportunities for improvement, especially as a combined voice for PS with data to back up specific issues
Has oversight and shares accountability of success for clients receiving enhanced support services
Provide assistance when needed and share product knowledge with Client Services team members
Nurture close relationships with clients to become a trusted adviser
Uses keen judgement to understand how to provide the highest level of service with a mind for long-term sustainability and scale of services offering
Leading voice in shaping the EMEA support offering for Sell side client-base


Outstanding troubleshooting, analytical, and problem-solving abilities
Ability to problem solve across functions, personalities, resource-constraints in addition to technical issues
Superb ability to provide constant and consistent communication to all relevant stakeholders
Demonstrable passion for learning new technologies
Strong organization and process-orientation skills, while also being entrepreneural
Demonstrated leadership experience and qualities

Beneficial skills:
Internet technologies such as HTML, CSS, JavaScript, PHP, web servers, and other internet/networking-related protocols
SQL scripting and relational databases
APIs, particularly RESTful is helpful
Established cross-functional relationships and rapport
Presentation, PowerPoint, strong command of English language and writing skills
Customer Service/Client-facing experience

Job ID 2009420X-1 Date posted 03/12/2020
Career Areas


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