Customer Support Specialist II, Demand

| Greater Boulder Area
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About the Team

The Demand Customer Success team supports the marketer advertising and merchant function across Sovrn products. We are a small scrappy team that understands the importance of cross functionality and collaboration. Since we live on the emerging edge of what’s possible, our team is made up of people who love to learn and get things done.

About the Job

Work with the Manager, Demand Operations to support demand account management service and sales with a team focused on adops, campaign analysis, system and campaign optimization and troubleshooting. You will manage merchant account setup, campaign creation and optimization, monitor platform health across CPC, CPA and RTB networks. Areas of accountability include affiliate merchant platform integration and/or setup; campaign setup, management and optimization; and technical troubleshooting for merchant programs and integrations.

What You’ll Be Doing: 

  • Assist with the integration of new Commerce demand sources and ongoing updates
  • Assist in direct, day-to-day technical management and support to Commerce demand partners before and after integration
  • Address, resolve or escalate publisher complaints and inquiries 
  • Monitor Commerce health: diagnose issues and create and escalate Tier 3 support tickets when appropriate
  • Track Commerce demand partners performance and adjust/optimize each integration using various tools
  • Monitor overall platform health

About You

Eager to understand and proactively willing to learn what you don’t know. See the big picture within multiple complexities to think past the short term and consider the many broad, long-term effects of a scenario.

The successful candidate will have: 

  • Analytical skills with an established approach to quantitative root-cause analysis
  • Provides strong problem solving skills by looking at situations from a different perspective
  • Flexibility in approach and willingness to adapt when necessary
  • Strong communication skills with the ability to translate quantitative numbers into recommended actions
  • Quickly establish trust and rapport with internal and external stakeholders 
  • Organized with ability to work on multiple projects effectively with multiple deadlines
  • Ability to work in a fast paced, dynamic environment
  • Ability to read, organize, and analyze data sets and provide recommendations to provide the best solution for our demand partners
  • Internet savvy and strong proficiency in office productivity tools (Gmail, Google Apps, Confluence/JIRA, Salesforce CRM)
  • High proficiency in Microsoft Excel (Vlookups, Formulas, pivot tables, etc)

Bonus Points:

  • Affiliate marketing experience 
  • Experience in data visualization tools like Looker or Tableau 
  • SQL, HTML, CSS, Javascript exposure a plus

This position reports to: Manager, Demand Operations

Location: Boulder, Colorado

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of accountability impact, and the ability to thrive in a fluid and collaborative environment. We expect you to learn new things in this role, and we encourage you to apply if your experience is close to what we're looking for.

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 Core Values: Candid, Customer Empathy, Learning, Scrappy, Second Order Thinking

Compensation and Benefits

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate compensation range for this role in Boulder, Colorado is $55,000 to $68,000, including base salary and any related bonuses or commissions. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills and certifications.

Sovrn offers a full slate of benefits from competitive salaries, stock options, medical, dental and vision coverage, short and long term disability, life insurance, 11 paid holidays, flexible vacation, commuter benefits, a 401(k) plan and match, and a paid parental leave program.

Equal Opportunity Employer 

Sovrn is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process. 

Recruitment Agencies

Sovrn does not accept agency resumes. Please do not forward resumes to our jobs alias or Sovrn employees. Sovrn is not responsible for any fees related to unsolicited resumes.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • MeteorFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • TeradataDatabases
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM

Location

We are in a brand new building, close to breweries, restaurants and coffee shops. Easy to get to, plenty of parking and the bus stops right out front.

An Insider's view of Sovrn

How would you describe the company’s work-life balance?

Our Reliability Team works incredibly hard, however….personal life comes first. One of the reasons is that we have incredible managers that realize that we are humans. We work hard but when we are off, we are off!

Laura

Sr. Site Reliablity Engineer

What does your typical day look like?

No two days look the same, but I mean that in a good way! At Sovrn, people are given the ability to step outside the confines of their job description and engage cross-departmentally. Sovrn is a great place to work for people who love to learn and challenge themselves.

Hanna

Sr. Director, Marketing

How does the company support your career growth?

I always wanted to move into management one day. When the opportunity presented itself earlier than I was ready for, the leadership supported me to ensure that we were successful. I can't imagine having grown without them.

Stacey

Manager, Software Engineering

How do your team's ideas influence the company's direction?

Great ideas can come from everybody with the right support and space. To this end, we hold an Innovation Week quarterly for all engineers. We aren't afraid of trying new tech, as long as it delivers customer value. We encourage creativity with a collaborative environment, POCs during planning phases, and aggressively maintaining tech debt.

Jesse

CTO

What are some things you learned at the company?

Our onboarding is phenomenal for new employees, helping educate new hires about the entire adtech industry in addition to the specifics of their role, illuminating their place within the larger ecosystem. The office has a fun, collaborative atmosphere that encourages a strong balance between work and health.

Cody

Team Lead, Quality

What are Sovrn Perks + Benefits

Sovrn Benefits Overview

We have a choice of health and wellness plans that meet your needs, including medical, dental and vision. Take advantage of an open vacation policy, flexible working hours and paid parental leave. Enjoy catered lunch every other week, along with breakfast to start your Friday mornings. Be part of a passionate and high growth culture, work with great people and make an impact on Sovrn's future and direction. Did we mention Raccoon shirt Friday's?

Culture
Volunteer in local community
Sovrn participates in local volunteer activities such as Meals on Wheels, OutBoulder, Community Gardens, I Have a Dream Boulder.
Partners with Nonprofits
Sovrn partners with non profits such as Out Boulder, Community Gardens, I Have a Dream Boulder, Meals on Wheels.
Friends outside of work
Eat lunch together
Intracompany committees
Sovrn has Diversity Equity and Inclusions committee, events committee, well being committee and a world class customer services committee that are cross functional throughout the business.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Sovrn has a diversity in the management, director and leadership positions but we can always get better! We have a DEI Recruiting and Talent committee that focuses on ways to grow.
Unconscious bias training
Sovrn partners with Strata to offer unconscious bias training along with psychological safety, along with teaching this in our interview training.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We have a diverse DEI Counsel and 4 DEI Subcommittees to focus on resources for our teams.
Hiring Practices that Promote Diversity
Sovrn has done a great job focusing on best practices when it comes to promoting diversity. To initial kickoff with managers /teams, having a recruiter that thinks diversity first.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Sovrn team fitness initiative include sponsoring employees in the Boulder Boulder, In House Yoga, cycling at lunch, rock climbing or playing basketball.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Sovrn. provides employees with a 401(k) matching plan.We match 50% of contributions up to 4% of an employee's annual gross pay.
Company Equity
Sovrn offers stock options for all new hires, including a vesting over a 4 year period.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Culture of Learning and Career Advancement. Awesome people!

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