Job Description

Position Description:

The Customer Success Specialist will serve as the primary contact for customers and users of our platform. Possessing strong capabilities in digital advertising and programmatic trading, you are responsible for overseeing the management and administrative aspects of advertising campaigns, thus you will need to coordinate well to ensure the timely delivery of the campaigns. You will also have to monitor the effectiveness and outcome of the advertising campaigns and report this to the respective team.

As part of our continuous effort in delivering world-class support and experience for our clients 24/7 all over the world, you are also expected to participate in night shifts (on permanent or roster basis). You will work with our internal teams (operation, technical and product development) to address any customers' feedback and queries. You will need to develop strong knowledge in our product and industry to be able to provide relevant and strategic response to customers.


India Office Location: Business at Mantri, Viman Nagar, Pune

India Timing: 7.30 pm to 4.30 am


Key Responsibilities:

  • Handles all enquiries, troubleshoot and resolve issues related to demand side platform (XPO Platform) and programmatic trading. This includes:
    • technical troubleshooting of issues related to standard, rich-media, mobile and video(VAST) creatives, Adgroups, tags, ad-serving, etc.
    • technical troubleshooting of issues related to programmatic trading of digital advertising campaigns, across channels such as display, search, social, etc.
  • Identify and propose the assigned advertising solution to client that can address their issues and challenges through the use of the platform
  • Proactively provide technical consultation to the customers for both platform and managed campaigns (supported by internal account management team)
  • Participate in customer on-boarding and conduct demo to help them to quickly get started on the platform and familiarize with it
  • Participate in night shifts (permanent or roster basis) to support clients across the globe.
  • Ensure that customers and partners are able to derive maximum benefits and value out from using the platform to support their business growth and operation
  • Cultivate good business relationship and foster excellent communication with our new and existing clients and partners
  • Work with Product Development team to improve product based on customers' feedback on the platform
  • Provide product troubleshooting & workflow guidance and training to new hired / newbie’s in the support team


Requirements

  1. 2-4 years of work experience in Digital Advertising domain, minimum 1 year of work experience in programmatic trading.
  2. Troubleshooting and Customer Service background is preferred.
  3. Good command of written and communication in English
  4. Ability to absorb complex technical concepts and communicate them to a non-technical audience
    • Passionate and have good understanding and appreciation of the Web, digital media and advertising technology fields
    • Strong commitment to quality customer service with strong interpersonal skills, initiative and prompt follow-through
    • Resourceful, creative, and analytical in understanding customers' needs to deliver them satisfying solutions
  • Able to work under pressure in a dynamic and fast-paced environment
  • Good knowledge and interest in latest industry trends, technology solutions and best practice.

Benefits

  1. Ample opportunities to grow. You get to propose your own ideas and see it through
  2. Work with passionate, talented and driven colleagues who get things done!
  3. Opportunity to work cross-country and with variety of projects of different nature
  4. Challenging and exciting problems that await you to solve
  5. Competitive night shift allowance
  6. Comprehensive Health Insurance Coverage
  7. W3F (Work, Wellbeing, Welfare) Fund for courses, materials, personal health and wellbeing.