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About the role
In this role, you will deliver support for a wide range of internal sales tools, empowering Large Customer Sales (LCS+) sellers with high quality customer data and insights. The team acts as frontline support to troubleshoot technical issues, diagnose user inquiries, and triage bugs to Product Management, Engineering, and Global Product Leads. The role focuses heavily on scaling support by identifying opportunities for new or improved workflows that drive operational efficiency and service excellence.
What they're looking for
- Bachelor's degree or equivalent practical experience
- 5 years of experience in a customer or client-facing role
- 5 years of experience identifying issues in processes, creating solutions, and working with cross-functional teams to drive these changes
More about this role
- Act as the subject matter expert for internal sales tools, and deliver high-quality support experiences to sales teams.
- Manage vendor operations to ensure accountability and consistent delivery against Service-level agreements (SLAs), and ensure vendor agents are equipped with the necessary training and documentation to deliver service excellence.
- Identify and execute on opportunities for scalable, efficient workflows and process improvements that enhance the sales support experience.
- Maintain and build on current cross-functional relationships to contribute to the delivery of insightful, actionable feedback to enhance tools and processes.
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in a customer or client-facing role.
- 5 years of experience identifying issues in processes, creating solutions, and working with cross-functional teams to drive these changes.
- MBA or Master's degree.
- Experience in technical troubleshooting and managing scaled support operations with a high degree of operational excellence.
- Experience working in a fast-paced and dynamic environment.
- Knowledge of ad sales technologies, products and market landscape.
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