vantageanalytics - Senior Customer Success Manager
Requirements
• 4+ Years of Experience: Demonstrated experience in Product Support, Technical Account Management, or Quality Assurance within a SaaS or AdTech environment. • AdTech Fluency: Deep technical understanding of paid media platforms (Meta, Google, Pinterest, Reddit) and the mechanics of retail media networks. • Technical Rigor: Expert proficiency in Jira, Confluence, Ad Platforms, strong Excel skills, and project management tools such as Monday.com http://Monday.com or Smartsheets. You should be comfortable navigating complex technical documentation and providing clear, logical feedback to developers. • Comfort leveraging AI tools: Drive efficiency across account management, customer communications, and reporting — and a curiosity to keep learning as the landscape evolves. • Executive Communication: The ability to distill complex technical outages or bugs into calm, professional, and pragmatic updates for enterprise stakeholders. • Analytical Prowess: Ability to use support data to drive business decisions. You don’t just fix the problem; you prevent the next ten. • Collaborative Leadership: A track record of elevating teams through mentorship, process improvement, and knowledge sharing — leading through influence and expertise rather than title. • Education: Bachelor’s Degree in Business, Marketing, Computer Science, or a related field.
Responsibilities
• TECHNICAL STRATEGY & TOOLING OVERSIGHT • Audit and optimize our CX tech stack (Jira, ZenDesk, FreshDesk) to ensure data integrity and efficient cross-departmental handoffs, then champion adoption of improved workflows across the team. • Partner with Product Managers during the development lifecycle to conduct “supportability” audits — ensuring new features are ready for the real world before they launch. • PROCESS ENGINEERING & OPTIMIZATION • Design and drive adoption of sophisticated workflows for issue resolution involving multiple stakeholders (Retailers, Brands, and internal Ops). • Conduct root-cause analysis (RCA) on product failures or client friction points, presenting findings to leadership to influence the long-term roadmap. • ENTERPRISE CLIENT & BRAND RELATIONS • Guide the technical communication strategy for high-priority retail partners, providing executive-level clarity during complex implementations or system updates. • Develop “Product Quality” reporting for Quarterly Business Reviews (QBRs), proving the stability and value of the Vantage platform through data. • SUPPORT & OPERATIONAL EXCELLENCE • Drive customer support operations excellence, including: • Trouble ticketing workflows and case management processes • SLA design, tracking, and reporting • Escalation management and root cause analysis • Cross-functional resolution with Product and Engineering • Implement and optimize help desk systems, knowledge base, and self-service resources. • KNOWLEDGE ECOSYSTEM MANAGEMENT • Champion the strategy for both internal and external Knowledge Bases, ensuring documentation is not just “up-to-date,” but strategically designed to reduce support volume. • Create and facilitate training sessions for internal teams on advanced platform features and troubleshooting protocols, building shared capability across the organization.
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