Job Description
Support Manager, Media Platforms
at Adswerve, Inc (View all jobs)
Remote
Adswerve is an award winning digital consultancy at the intersection of media, data and technology. With a team of 300+ data, media and tech experts, we’re proud to be the first and largest independent Google Marketing Platform partner and a respected Adobe Silver Solutions Provider. Handling over $1B in media spend, our 800+ clients trust us to drive remarkable results.
As a premier digital media and data consultancy, we’re more than experts. We’re visionaries and tacticians, guiding marketing and tech leaders to maximize the value of their martech investments and make stronger connections with their customers. We thrive on conquering challenges; we love the tough stuff. Join us in pushing the boundaries of what’s possible and making a significant impact.
Job Title: Support Manager, Media Platforms
Compensation: $95,000 to $115,000
Location: Colorado, Connecticut, Florida, Georgia, Illinois, New Jersey, New York, North Carolina, Oregon, Texas, Washington
As a Platform Support Manager, you will provide exceptional leadership for a growing team of Google Marketing Platform (GMP) media platform experts focused on the scaled delivery of technical support services which are crucial in providing technical support to drive platform adoption and strengthen client relationships. You will oversee customer engagement metrics and be responsible for the productivity of your employees and their impacts on business objectives. In addition, you will coach, mentor, and onboard new team members while growing existing employees, technically and professionally. To succeed in this role, you must be a passionate and talented problem solver with the ability to dive deep into the technical aspects of the product to cultivate top-notch customer service.
As a partner of Google and Adobe marketing and analytics platforms, we humanize data, simplify the complex, and share our knowledge. Does this sound like something you’d like to be a part of?
Responsibilities
- Measure and monitor service output to ensure scope and delivery meet service level agreements with our Partners
- Adapt our team approach to significant industry and platform changes
- Develop platform and systems onboarding training to establish employee knowledge standards for use and application
- Help create and govern the development of operational processes and policies that drive optimal productivity
- Manage and supervise a small team with a people-first approach, ensuring HR-related tasks are executed with importance (e.g. hiring/promotions, disciplinary issues, career planning, etc.)
- Conduct recurring, one-on-one meetings with direct reports to provide ongoing performance feedback, establish individual goals that foster career growth and alignment with department goals
- Handle customer escalations, debrief, and provide solutions; escalate to Director and/or VP as appropriate
- Evaluate support metrics to provide trends to upper management relating to organizational performance including customer satisfaction and operating efficiency
- Ensure expectations and workflows are in place to build and promote knowledge sharing at scale
- Be a coach, leader, and advocate for the Platform Solutions team members
Experience
- Minimum 5 years experience in digital marketing industry/3+ years focused on ad-tech platforms or technical role (CM360/SA360/DV360 preferred)
- Minimum 2 years experience leading teams or driving a client portfolio where delegation and supervisory support of others was necessary
- Knowledge of Salesforce/ServiceCloud or similar SAAS tools for customer management
- Broad understanding of customer service best practices in a B2B environment
