Platform Experience Manager

At MNTN, we’ve built a culture based on quality, trust, ambition, and accountability – but most importantly, we really enjoy working here. We pride ourselves on our self-service platform, originally coded by our President and CEO, and are constantly seeking to improve the user experience for our customers and scale for efficiency. Our startup spirit powers our growth mindset and supports our teammates as they build the future of ConnectedTV. We’re looking for people who naturally want to do more, own more, and make an impact in their careers – and we’re seeking someone to be part of our next stage of growth.

We’re looking for a Platform Experience Manager to join our Platform Experience team at MNTN! You’ll serve as the client’s contact for technical product support as well as providing individual platform training and encouraging platform adoption. You will train clients on the platform from campaign setup to custom reporting. Platform Experience Managers will manage all communication from support tickets submitted in the platform; ranging from training on key features, enablement of all end users, and technical issue resolution. This role is a key part of the customer experience, ensuring that they feel comfortable and supported within the platform. 

You will:

• Be the platform knowledge expert on MNTN
• Serve as primary point of contact for customer for issue resolution and platform trainings
• Provide technical support for clients via support tickets, emails or calls
• Train new and existing clients to become proficient users on new and existing MNTN platform features
• Communicate with technical teams (engineers, developers, etc) to provide customers updates on timelines and provide detailed resolutions
• Conduct individual and webinar trainings around campaign setup, creative, audience targeting, and reporting 
• Provide unlimited support for training and issue resolution
• Proactively communicate internal bugs, resolutions, and client communication
• Ensure clients have a positive experience with the MNTN team and platform
• Provide feedback on ways to optimize our training curriculum to enhance the customer experience
• Collaborate effectively with internal teams when product issues or feature requests surface that should be addressed
• Operate cross-functionally with the Product and Engineering teams to provide customer feedback on product experience
• Collaborate with Marketing to provide resources to improve customer education, enablement and product marketing
• Work towards first reply times and customer satisfaction score targets as set by leadership

You Have:

• 1-2 years of working within a customer-facing role
• Exceptional ability to communicate effectively and comfortably via phone, video calls, and email
• Strong interpersonal skills. Platform Experience Managers must form positive relationships with customers and internally at MNTN
• Solution oriented thinker - Platform Experience Managers must strive to understand each customer’s unique needs in order to provide successful support and recommend best practices
• Experience training and educating others
• A knack for multitasking and prioritizing efficiently in a fast-paced environment
• Works well individually and as part of a team, while fostering a collaborative and harmonious work environment
• Taken action to solve client challenges while providing a high level of service
• Should have experience creating/executing presentations – Powerpoint/Keynote (Keynote a plus)
• Proficiency in G-mail
• Familiarity with Intercom is a plus
• Working with a self service platform (plus)

MNTN perks:

• 100% remote  
• Open-ended vacation policy with an annual vacation allowance
• Three-day weekend every month of the year
• Competitive compensation
• 100% healthcare coverage
• 401k plan
• Flexible Spending Account (FSA) for dependent, medical, and dental care
• Access to coaching, therapy, and professional development

About MNTN:

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns – all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Petsmart, Build with Ferguson Master, Simplisafe, Yieldstreet and National University.

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