Manager, Product Support

    • Plymouth Meeting, PA

Manager, Enhanced DSP Support

This Manager will be building, mentoring and training a team with immense opportunities for technical and leadership development and growth.

They will deliver business outcomes with a technical focus, ensuring that customers and internal stakeholders are informed and supported while using the DSP Product.

They look forward to collaborating with Product partnering on and facilitating the field feedback process. This lead coaches their team members as they provide highly responsive professional communication, easily explain complex issues and effectively resolve client issues.

About the job:

  • Leads day to day operation of the DSP Enhanced Support team
  • Provides technical mentorship and coaching to team members delivering enhanced support offerings
  • Leading voice in shaping the enhanced support service offering and operations for DSP client-base
  • Partners regularly with GTM and Technology leadership to drive alignment on support services and client requirements
  • Coordinates with Product Management and Engineering teams in identifying, reporting, and delivering product issue resolutions and improvements especially as a combined voice for PS with data to back up specific trends
  • Has oversight and shares accountability of success for clients receiving enhanced support services
  • Nurtures close relationships with stakeholders to become a trusted advisor
  • Uses keen judgement to understand how to provide the highest level of service with a mind for long-term sustainability and scale of services offered
  • Has a pivotal role in hiring open headcount for a new team dedicated to making our DSP clients wildly successful using our product

About your skills:

  • 2-5 years in a team leadership or management role
  • Strong organization and process-orientation skills, while also being entrepreneurial
  • Superb ability to provide constant and consistent communication to all relevant stakeholders
  • Ability to problem solve across functions, personalities, resource-constraints in addition to technical issues
  • Demonstrated leadership skills and desire to grow into a people management role
  • Outstanding troubleshooting, analytical, and problem-solving abilities
  • Able to proactively achieve goals while being an excellent team player

Beneficial skills:

  • Established cross-functional relationships and rapport
  • Customer Service/Client-facing experience
  • People management/Leadership
  • 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
  • Presentation, PowerPoint, strong command of English language and writing skills

Hiring Manager: Ashley Trimmer

Recruiter: Keona Campbell

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