Manager, Solutions Consulting Att
New York, NY

Job Description

Description

The Manager, Solutions Consulting leads a team of Solutions Consultants who use their product and domain expertise to drive customer success on the AppNexus Digital Platform. This role is responsible for building a growing team, establishing and implementing operational and consulting best practices, coordinating cross-functionally to drive internal alignment, ensuring segment success, and partnering with the Account Management group to develop joint strategies that drive customer success.This role is perfect for someone with 3 - 6 years of experience managing services resources. Advertising technology experience is plus, preferably at a DSP or agency holding company.

About the team:

The Demand Side Platform Services team is responsible for implementing customers on our platform and providing on-going consulting and trading support as needed. This includes requirements gathering, product training, sharing best practices in campaign optimization, technical troubleshooting, and advising customers in how to migrate their business onto the AppNexus platform.

About the job:

Team Management

* Recruit, interview, hire, and invest in world class talent
* Ensure the successful and rapid onboarding of new team members
* Conduct performance management process for all direct reports, recognizing success and immediately addressing issues
* Foster a culture which encourages deep customer commitment, intellectual curiosity, critical thinking, and a tenacity for finding the root cause of an issue
* Provide team with updates on company strategy and progress
* Work with leadership team to manage services request pipeline
* Facilitate ongoing career growth and upskilling of team members

Services Excellence

* Ensure we are delivering best-in-class service to our customers, driving them to maximize the value of our platform
* Manage resources to focus them where they create the most enterprise value
* Be the customer facing escalation point when needed
* Build a team of domain experts whom customers consider to be trusted advisors
* Help define service offerings which drive customer success and AppNexus revenue

Cross-Functional Team Work

* Partner with peers in Account Management, developing strong communication and collaboration
* Create strong feedback mechanisms between this team and Product Management
* Ensure great communication with technical support group

Process Development and Management

* Develop processes and assets which improve the scalability of the group and company best practices.
* Resolve any issues raised by the team or internal stakeholders
* Continually improve our customer onboarding process to accelerate their adoption of the AppNexus platform
* Facilitate excellent client experiences and business outcomes through allocating services resourcing
* Produce monthly operational reports for management

Qualifications

* 7-10 years of work experience
* Outstanding troubleshooting, analytical, and problem-solving abilities, along with an ability to collaborate cross-functionally
* Outstanding communication and presentation skills
* Demonstrable passion for learning new technologies
* Versatile, with excellent organizational skills; process-oriented, yet entrepreneurial
* Experience with online media buying and selling, advertising technology solutions, and ad network business models is a plus
* Experience in Internet technologies such as HTML, SQL, JavaScript, PHP, web servers a plus
* Experience with relational databases a plus
* Experience serving as a client-facing consulting lead for technical projects
* Proven ability to motivate and lead large teams
* Thought leadership on hiring best practices and developing talent.

More about you:

* You are passionate about a culture of learning and teaching. You love challenging yourself to constantly improve, and sharing your knowledge to empower others
* You like to take risks when looking for novel solutions to complex problems. If faced with roadblocks, you continue to reach higher to make greatness happen
* You care about solving big, systemic problems. You look beyond the surface to understand root causes so that you can build long-term solutions for the whole ecosystem

You believe in not only serving customers, but also empowering them by providing knowledge and tools

Job ID 1930226 Date posted 06/11/2019