vantageanalytics - Customer Success Manager
Requirements
• Proven experience in a customer-facing support, customer success or account management role, ideally at an ad tech or or software company. • Hands-on experience running a ticketing or help desk platform: triage, prioritization, SLAs, escalations and reporting. Managing the queue, not just answer tickets • Experience triaging issues by severity, working with engineering and operations teams to resolve them, and keeping clients informed through to resolution, including clear incident reports • Strong analytical skills: comfortable reading campaign performance data and ticket trends and turning them into practical recommendations and process improvements • Strong technical aptitude: you understand platforms, systems and integrations well enough to troubleshoot, ask engineers the right questions and explain issues clearly to clients, and you pick up new tools quickly • Experience creating and delivering client training, demos and documentation, such as FAQs and help center content • Clear, confident written and verbal communication, including client reporting, running meetings with clients and presenting to them • Strong organization and time management across multiple clients and priorities at once • Motivated by measurable goals and comfortable taking initiative without waiting to be asked • Experience in retail media, including campaign reporting or working with retailer Ad Ops teams • Experience building or improving a help center, knowledge base or client training program • ITIL, HDI or a similar support or customer success certification
Responsibilities
• Own hands-on-keyboard platform inquiries within the established SLA. • Report on ticket volume, resolution and status, both internally and to clients • Analyze ticket trends to find root causes and drive changes that reduce ticket volume • Send incident reports to clients for critical and high-severity issues • Lead the resolution of urgent issues and campaign inquiries, aligning internal teams and keeping clients informed until they are resolved. • Compile and send weekly pacing reports and campaign end reports • Lead regular office hours and meetings with retailers to review ongoing work and improve processes. • Deliver platform training and demos for client associates, covering existing features and new ones • Draft and maintain FAQs, including FAQs for new product features • Communicate platform workflow changes and feature modifications to clients • For new retail partners, set up and publish the client help center, and provide input to training and FAQ materials • Submit client feature requests to Product for validation and prioritization
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