Customer Success Specialist I
About the Team
The Publisher Advancement team is dedicated to the progression of our publishers through the sovrn onboarding & product integration journey. We offer technical support, documentation, ad operations, account management, & hands on implementation guidance.
About the Job
As a Publisher Advancement Specialist I, you will be working directly with publishers as well as the sales team to triage internal and external support tickets. You will be responsible for understanding basic account requests as well as technical requests, labeling them accordingly, applying known solutions, or in turn escalating to tier 2 support or higher.
What You’ll Be Doing:
- As an advancement specialist your responsibilities will include but not be limited to
- Customer Support, Product Support, Technical Support communications with publishers of varying degrees of complexity
- Referencing & contributing to our knowledge base
- Working out of multiple & disparate platforms and UIs
- Examining HTML to find JavaScript & CSS
- Constant industry learning
- Simple data queries
- Light data analytics
- Develop and document standard operating procedures for new processes
- Product Integrations of varying difficulty
- Escalation to tier 2 support with clear and concise communication
- Long-tail customer success outreach
About You
You are a self starter and able to get the job done without micromanagement. You are comfortable with change and can evolve as you learn. You are adaptive, positive, intuitive and can manage multiple competing priorities. And above all else, you have empathy for the customer.
The successful candidate will have:
- Any computer science background preferred
- Microsoft Excel, Google Sheets proficiency (vlookup, pivot table, etc)
- Google office suite proficiency
- Google Ad Manager experience preferred
- Support specialist or service desk experience
- Customer service background
Bonus Points:
- Google Ad Manager experience preferred
- Basic HTML, CSS, JavaScript, SQL knowledge
- Any other computational language knowledge a plus
This position reports to: Director of Support, Publisher Advancement
Locations: This position is located in Boulder, CO. Although we are all working remotely right now, this is not a 100% remote position, we will need this person to be in the Boulder office when we do return.
About Sovrn
Publishers create the content the world depends on for education, entertainment, and commerce. Sovrn provides products and services to tens of thousands of online publishers to help them grow, operate their business, understand their readership, and manage consumer data. Sovrn is headquartered in Boulder, Colorado with offices in San Francisco, New York, and London.
With 10,000 customers deploying one or more products across 30,000 websites, Sovrn reaches 200M consumers across more than 3.5B pageviews everyday. Sovrn has been a leader in online publisher technology since its founding, and has been recognized by IAB, JICWEBS, and TAG for its role in combating advertising fraud and promoting pro-transparency initiatives. Sovrn is dedicated to helping content creators do more of what they love, and less of what they don’t.
Sovrn is an Equal Opportunity Employer!