28 days old

Sr. Manager, Technical Support

London, OH 43140
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The Xandr Sr. Manager, Technical Support is responsible for leading a team and engaging with clients to assist in the reactive customer support that will enable our customers to be amazingly successful through our enterprise software platform. This entails answering people management, client cases, escalating bugs, project managing, root cause analysis, trend analysis, and assistance as needed in supporting our clients so that they achieve their objectives and capitalize on the vast capabilities of our Xandr platform.


**About the team**


Customer Success is a diverse group of problem solvers with boundless technical curiosity. Together, we build trusted client partnerships that produce mutual wins through spirited collaboration, intrinsic empathy, and a readiness to challenge the status quo. We look for people who are consultative, analytical, technically minded, and passionate about helping others. Our team implements and supports customers on the Xandr platform, obsesses about making them massively successful, and strategizes to help them achieve their goals. Real-time advertising can fundamentally transform our clients businesses, and we bring it to life for them.


**About the job**


+ Become a product and domain expert, and share that expertise with customers

+ Manage 1-6 individual contributor employees who are servicing customers and marketplace partners, providing guidance and coaching

+ Lead weekly team meetings to engage employees and boost their knowledge of our customers, industry and technology

+ Work closely with our Commercial Partners to share insights, trends, and improve alignment

+ Deeply understand the product and server-side integrations such as OpenRTB protocols, and share that expertise with customers technical contacts to help them understand how to best leverage the possibilities offered by the Xandr Platform

+ Tenaciously troubleshoot product issues and provide feedback to Product Management

+ Help build our Customer Success practice, including developing best practices, customer facing assets, and internal resources


**Qualifications**


3-5 years of work experience in a client facing, support role

1-2 years of people management experience

Programmatic or Media Planning experience preferred

Passionate about working in a fast-paced and dynamic environment

Excellent troubleshooting, analytical, and problem-solving abilities

Desire to collaborate cross-functionally

Outstanding communication, presentation and organizational skills; process-oriented, yet entrepreneurial

Proficiency with data analysis and manipulation in Excel

Must be fluent in English

Experience working with web technologies (e.g. HTML, CSS, JavaScript, RESTFUL APIs) and query language (e.g. SQL)

Bonus: Experience with OpenRTB protocols
We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.
Posted: 2021-03-18 Expires: 2021-04-17
Sponsored by:
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Sr. Manager, Technical Support

AT&T
London, OH 43140

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