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StackAdapt
At StackAdapt, we are seeking a Client Success Manager to join our Platform Support Centre. In this role, you will provide first-line support for self-serve clients, resolve technical issues, and collaborate with internal teams to improve processes. You'll play a key role in ensuring client satisfaction, retention, and growth by analyzing data, providing insights, and contributing to product enhancements. We offer competitive compensation, comprehensive benefits, flexible work arrangements, and opportunities for professional development.
StackAdapt is a self-serve advertising platform that specializes in multi-channel solutions including native, display, video, connected TV, audio, in-game, and digital out-of-home ads. We empower hundreds of digitally-focused companies to deliver outcomes and exceptional campaign performance everyday. StackAdapt was founded with a vision to be more than an advertising platform, it’s a hub of innovation, imagination and creativity.
We are looking for an exceptional Client Success Manager who is interested in helping us build an internal Platform Support Centre within one of the fastest-growing technology companies in Canada. In this role, you will work closely with a select division of Self-serve customers, and collaborate with internal teams across diverse global locations to contribute to process and product improvements. Your communication and technical skills will be key to your success.
Reporting to the Senior Manager of Client Success, you will provide the first contact support to resolve client requests and critical incidents. You will become an expert in the StackAdapt advertising platform, helping our clients address technical how-to questions via phone, chat, and email support, aiming for account growth and retention across your portfolio. You will deliver top-notch client support by analyzing data and providing insights. Ultimately, you should be able to create clarity out of ambiguity and guide teams to high-quality experiences. Additional focus areas include developing and reviewing knowledge base articles, actively seeking opportunities to improve operational processes, and ensuring the quality resolution of incidents and service requests in adherence to service level agreements.
We are looking for a candidate who thrives in a fast-paced job where they can work independently in an environment that supports entrepreneurship and initiative.
StackAdapt is a Remote First company. We are open to candidates located anywhere in the United States for this position.
What you'll be doing:
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
What You'll Bring to the Table:
Intermediate to advanced knowledge/experience in Digital Advertising, Digital IAB - - Certification, and Google Analytics Certified are highly preferred
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
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
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
StackAdapters enjoy:
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!
StackAdapt is a diverse and inclusive team of collaborative, hardworking individuals trying to make a dent in the universe. No matter who you are, where you are from, who you love, follow in faith, disability (or superpower) status, ethnicity, or the gender you identify with (if you’re comfortable, let us know your pronouns), you are welcome at StackAdapt. If you have any requests or requirements to support you throughout any part of the interview process, please let our Talent team know.
About StackAdapt
We've been recognized for our diverse and supportive workplace, high performing campaigns, award-winning customer service, and innovation. We've been awarded:
Ad Age Best Places to Work 2024
G2 Top Software and Top Marketing and Advertising Product for 2024
Campaign’s Best Places to Work 2023 for the UK
2024 Best Workplaces for Women and in Canada by Great Place to Work®
#1 DSP on G2 and leader in a number of categories including Cross-Channel Advertising
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