Client Success Manager

Summary

Join StackAdapt, a rapidly growing technology company, as a Client Success Manager and help build our internal Platform Support Centre. You will be the primary point of contact for self-serve clients, providing technical support and resolving issues related to our advertising platform. Collaborate with internal teams to improve processes and products, analyze data to provide insights, and develop knowledge base articles. This remote-first position is open to candidates in the US and Canada. You will be responsible for ensuring client success and account growth while contributing to a supportive and innovative work environment. We offer a competitive salary and benefits package.

Requirements

• 1+ years of client-facing experience, experience with internal service desks is a bonus
• 1-2 years of experience in a function related to technical business analysis, data analysis, or business or technical support
• Experience identifying root causes of technical issues and addressing potentially complex problems/questions
• Exceptional communication, critical thinking, and analytical skills
• Meticulous attention to detail and proven ability to manage multiple, competing priorities simultaneously
• Experience providing training and explaining concepts to others who have different levels of knowledge in the space

Responsibilities

• Act as the primary point of contact for Self-Serve clients on any questions related to the StackAdapt platform
• Support clients to ensure the successful delivery of their programmatic campaigns
• Work collaboratively with our Sales and internal teams to provide data, insights, and surface questions that help inform our thinking about how to improve our product and services, as well as develop new features, products, and support for our customers
• Develop innovative solutions to resolve problems at scale
• Take the initiative to retain and grow high-potential customers
• Search and analyze data sources to provide insights on product usage
• Resolve application issues; ensuring that incidents within our platform or tools are addressed within established SLAs
• Assist in the creation of Support documentation for frequently experienced challenges
• Resolve various business and technical incidents, related to the StackAdapt platform including escalating to other technical teams
• Take initiative on tickets that can be completed without Development team assistance

Preferred Qualifications

• Intermediate to advanced knowledge/experience in Digital Advertising, Digital IAB - - Certification, and Google Analytics Certified are highly preferred
• Experience working with complex databases is a plus
• Familiar with APIs and web app integration services
• Experience with CMS systems (WordPress, Shopify, Hubspot) is a strong asset
• Experience with Google Tag Manager (GTM), DoubleClick Campaign Manager, Google Analytics, or tracking platform skills is a strong plus

Benefits

• Highly competitive salary + commission structure
• RRSP/401K matching
• 3 weeks vacation + 3 personal care days + 1 Culture & Belief day + birthdays off
• Access to a comprehensive mental health care platform
• Health benefits from day one of employment
• Work from home reimbursements
• Optional global WeWork membership for those who want a change from their home office
• Robust training and onboarding program
• Coverage and support of personal development initiatives (conferences, courses, etc)
• Access to StackAdapt programmatic courses and certifications to support continuous learning
• An awesome parental leave policy
• A friendly, welcoming, and supportive culture
• Our social and team events!