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Manager - Product Support

New York, New York

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The Manager, Product Support solves complex technical problems for our most strategic customers. They exhibit a passion for troubleshooting and identifying the root cause of a given issue. This role is well suited for a curious individual interested in learning about the digital advertising industry, providing superb customer service, understanding and solving complex problem, and optimizing workflows and processes.

About the job

  • Deliver post-implementation technical product support to Xandr’s most strategic partners and customers
  • Work closely with Commercial Partners to share insights, trends, and drive alignment to ensure customer success
  • Partner with Product and Service counterparts to surface product issues, gaps, and areas for improvement to better meet the product needs and business goals of customers
  • Deeply understand the Xandr product, as well as external integrations and other open source advertising technology (ie. Prebid), and how Xandr publisher clients leverage this technology to execute their goals
  • Tenaciously troubleshoot product issues and clearly communicate complex technical concepts to internal and external strategic stakeholders
  • Help build our Customer Success muscle by developing and building best practices, customer facing assets, and internal training and development resources

Required:

  • 2+ years of work experience in a client facing, support or consultative role
  • Experience working with web technologies (eg. HTML, CSS, JavaScript, RESTful API's) and/or query language (e.g. SQL)
  • Passionate about working in a fast-paced and dynamic environment
  • Excellent troubleshooting, analytical, and problem-solving abilities
  • Outstanding communication, presentation, and organizational skills
  • Proficiency with data analysis and manipulation in Excel
  • Must be fluent in English


Preferred:

  • Knowledge about digital advertising industry and advertising technology solutions
  • Experience in remote and cross-functional collaboration

Job ID 2123300X-1 Date posted 05/20/2021
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