Senior Platinum Support Account Manager

This is a fully remote position, open to applicants in Colorado, +1 more state.

📋 Description

• Act as the primary technical representative for the customer, advocating for client needs during product issue escalations.

• Diligently track the total resolution time for your assigned customer support cases, ensuring compliance with service level agreements (SLAs).

• Become proficient in the Client’s tailored implementations and address issues related to their setup that do not necessitate engineering intervention.

• Conduct regular meetings with customer contacts to review case statuses.

• Analyze campaign data and troubleshoot using databases such as MongoDB, SQL, and Elasticsearch.

• Resolve Java servlet exceptions, analyze stack traces, and employ logging tools (GrayLog, Kibana, Grafana) for effective monitoring and debugging.

• Participate in bridge calls for escalated issues.

• Organize and execute key events for customers in partnership with the Success/MS team.

• Generate regular reports for internal stakeholders concerning all your accounts, emphasizing the customer health index and strategies for enhancement.

• Provide ongoing insights into new product features to your customers.

⛳️ Requirements

• Minimum of three years of experience in developing, managing, and executing global enterprise social media strategies.

• Over three years of proven experience in supporting software and services and/or account management, with a focus on fostering long-term relationships and ensuring high client satisfaction.

• Knowledgeable in the development, implementation, and management of advertising campaigns, creative content, channel dynamics, audience insights, and KPIs/benchmarks across various social media platforms.

• Strong understanding of the latest trends and best practices in digital marketing and advertising technologies.

• Skilled in digital marketing, advertising, creative strategies, and associated tools.

• Experience with databases, including MongoDB, SQL, and Elasticsearch.

• Familiarity with third-party integrations (Adobe, DCM, DV360, Google AdWords, GA4, etc.).

• Understanding of Java and JavaScript, along with troubleshooting capabilities for Java servlet exceptions.

• Experienced with logging tools (GrayLog, Kibana, Grafana).

• Background in API development, managing campaigns on social media platforms, mobile applications, and devices.

• Acquainted with channel API documentation concerning the integration and optimization of campaigns.

• A Bachelor’s degree is required, or an equivalent mix of experience and training.

🏝️ Benefits

• Optional healthcare coverage in applicable countries.

• Paid time off to relax and spend quality time with family.

• 401k plan with full company contributions vested immediately.

• Flexible paid time off options.

• Holidays.

• Generous parental and caregiver leave policies.

• Life and disability insurance.

• Comprehensive health benefits including medical, dental, vision, and prescription drug coverage.