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Manager, Product Support

Hamburg, Germany

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Description

The Product Support Manager delivers excellence with a strategic focus, ensuring that customers are incredibly satisfied with the our platform. You will provides direct management on administrative tasks as well as technical mentorship and onboarding facilitation to new team members

  • This is a pivotal role in hiring open headcount for a new team dedicated to making our DSP Enterprise clients wildly successful using our Product
  • Partners regularly with GTM and Technology (Prod/Eng) leadership to gain client alignment
  • Coordinate with Product Management and Engineering teams in identifying, reporting, and resolving product issues or opportunities for improvement, especially as a combined voice for PS with data to back up specific issues
  • Has oversight and shares accountability of success for clients receiving enhanced support services
  • Provide assistance when needed and share product knowledge with Client Services team members
  • Nurture close relationships with clients to become a trusted adviser
  • Uses keen judgement to understand how to provide the highest level of service with a mind for long-term sustainability and scale of services offering
  • Leading voice in shaping the EMEA support offering for Sell side client-base



Qualifications

  • Outstanding troubleshooting, analytical, and problem-solving abilities
  • Ability to problem solve across functions, personalities, resource-constraints in addition to technical issues
  • Superb ability to provide constant and consistent communication to all relevant stakeholders
  • Demonstrable passion for learning new technologies
  • Strong organization and process-orientation skills, while also being entrepreneural
  • Demonstrated leadership experience and qualities

Beneficial skills:
  • Internet technologies such as HTML, CSS, JavaScript, PHP, web servers, and other internet/networking-related protocols
  • SQL scripting and relational databases
  • APIs, particularly RESTful is helpful
  • Established cross-functional relationships and rapport
  • Presentation, PowerPoint, strong command of English language and writing skills
  • Customer Service/Client-facing experience
Job ID 1950347 Date posted 10/07/2019
Career Areas

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