Manager, Platform Solutions

Job Title: Manager, Platform Solutions 

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 to support a continuously growing team. Together with other managers of Platform Solutions, you will contribute to ongoing strategic planning and provide senior-level guidance for tactical issues and platform support initiatives. This role is primarily focused on onboarding and training for the Support team; background or experience in training is essential. The ideal candidate will have a love for technology and operational excellence to cultivate amazing 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

• Measuring, monitoring, and maintaining the team’s ability to meet or exceed Service Level Agreements (SLA)
• Understand the impact of significant product releases to the business or our clients and assist with developing action plans as needed of Adswerve and changes to the platforms and industry
• Develop platform and systems onboarding and application training to establish Specialist expertise to service customer 
• Contribute to and advocate for the development of operational processes and policies 
• Conduct recurring,  one on one meetings with direct reports to provide ongoing performance feedback, establish individual goals that foster career growth, and ensure department goals are met
• Handle customer escalations, debrief and provide solutions; escalate to Director and/or VP as appropriate
• Supervise and evaluate support metrics to provide trends to upper management relating to organizational performance including customer satisfaction and operating efficiency
• Ensure proper systems and team collaboration are in place to build and promote knowledge sharing at scale
• Be an advocate for members of the Platform Solutions team and foster the company culture 

Experience

• 3 - 4 years experience working in a technical support role, service team and/or function
• Expert in operational workflow, process development and application of systems
• Experience with Google Marketing platforms or related ad technologies
• Experience with Service Cloud, Salesforce, or other similar ticketing systems preferred
• Knowledge of the digital marketing landscape including players and products
• Experience in onboarding, employee training and education
• Broad understanding of customer services best practices in a B2B environment

This position pays a base salary of $95,000 to $115,000 per year. Wage differential is based on seniority, merit, geographic location, education, training and experience.

Adswerve is a team of media and analytics veterans who believe smart marketing is built on data discovery. Our diverse team sits at a unique ad-tech crossroads where we are able to bridge the gap between analytics and media to help thousands of digital marketers, data analysts and agencies make stronger connections with their customers through successful data-driven strategies.

Our offices are located in Denver and Seattle, however, our 250+ workforce is largely spread out across the US, Canada, and even parts of Europe and South Africa. We embrace the option to work remotely and remain committed to creating and maintaining a positive, team-oriented company culture where every individual has the opportunity to contribute to the success of the business, and all employees are valued for their skills and unique perspectives.

Working at Adswerve offers accelerated growth opportunities to learn from the best in the analytics/media industry and work hands-on with a variety of cutting-edge ad technologies. We offer a fun and rewarding workplace environment while promoting a healthy work-life balance. Full-time employees are eligible for excellent benefits including:

• Medical, dental and vision available for employees
• Paid time off including vacation, sick leave & company holidays
• Paid volunteer time
• Flexible working hours
• Summer Fridays
• “Work From Home Light” days between Christmas and New Year’s Day
• 401(k) Plan with 5% company match and no vesting period
• Employer Paid Parental Leave
• Health-care Spending Accounts
• Dependent-care Spending Accounts
• Employer Paid Basic Life Insurance
• Voluntary Life Insurance (Employee/Spouse/Child)
• Employer Paid Short & Long Term Disability
• Employee Assistance Program (EAP)
• Continuing Education Reimbursement
• Employee Referral Bonus Program
• Monthly Remote Work Stipend up to $200 - $325, depending on location

Adswerve is an Equal Opportunity and E-Verify Employer. All qualified applicants will receive consideration without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, physical or mental disability, medical condition, gender identity, gender expression, results of genetic testing, service in the military, or on any other basis that would be in violation of any applicable federal, state, or local law. Adswerve will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's Form I-9 to confirm work authorization.

Recruitment Agencies: We are not utilizing external 3rd party recruitment agencies for this search. Should those needs change, we will seek your assistance directly.

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