Technical Customer Success Manager

Only apply if:

• You are fluent in English (only English resumes will be reviewed)
  You can commute to our Sao Paulo Office twice a week

OPERATIVE OVERVIEW

Operative gives media companies the power of open, data-driven and highly configurable architecture that works across all linear, digital, and cross media and converged deals, thanks to platforms offered like AOS. We are embracing the future of work by integrating advanced AI tools to foster innovation and efficiency across our teams.

Global vertical market enterprise software company with over 650 employees and contractors with significant operations in New York City, United Kingdom, Israel, India and Brazil. Approximately 75% of the Company’s commercial activity is in North America, however it has operations and customers worldwide. Sintecmedia, d.b.a. Operative Media is majority owned by Francisco Partners, a global private equity firm, who made their investment in 2016. The Company is a clear leader in its market with both SaaS and Licensed Software products and is involved in a very dynamic industry with a high degree of innovation. The company plans to continue its growth trajectory both organically and with the possibility of M&A to capitalize on its current position and current market opportunity.

Role Summary

The Technical Customer Success Manager owns the customer-facing engagement for assigned accounts and provides technical support on assigned products. This role is the main day-to-day point of contact for those customers, keeping accounts healthy and issues resolved.

Impact you will make on the role:

• Own the customer-facing engagement for assigned accounts, including regular check-ins and relationship management.
• Provide technical support on assigned products for assigned accounts, including troubleshooting and issue resolution.
• Monitor SLA metrics and overall case health for assigned accounts, and make adjustments where needed.
• Expedite cases from the queue to keep work moving on assigned accounts.
• Act as the main point of contact for client complaints and escalations on assigned accounts.
• Analyze client incidents and recreate possible defects in a simulated environment.
• Create and maintain knowledge base articles for assigned products.
• Maintain professional and open communication with all other internal departments.

Required competencies:

• Excellent written and verbal communication skills, in Portuguese and English.
• A can-do attitude with strong follow-through and a willingness to take on whatever tasks are needed to complete the job.
• Detail-oriented and deadline-driven, able to juggle multiple clients and projects at the same time.
• Able to handle challenging customer situations with diplomacy and stay composed under pressure.
• Able to identify problems, mediate issues, develop solutions and put a course of action into place.
• Able to analyze client incidents and recreate possible defects in a simulated environment.
• Exceptional interpersonal and customer service skills.
• Experience working with internet products and technologies.
• Strong Microsoft Excel skills.
  

Preferred competencies:

• 4 or more years of experience supporting software for external clients.

• Working SQL knowledge.

• Previous experience with digital advertising, online publishing or interactive media companies.

• Knowledge of the software development life cycle.

Education, certification and experience

• Bachelor's degree or similar required, with a technical focus preferred.

• Leadership experience in a software support organization.

Operative cares about your privacy and protecting your data. By submitting an application for a position with Operative, you acknowledge that you have read the following and consent to how Operative treats your data: 1) the Candidate Privacy Policy available at https://www.operative.com/candidate-privacy-notice/ (or if you are a candidate from Israel the Candidate Privacy Notice (Israel), available at https://www.operative.com/candidate-privacy-notice-israel/, and 2) the Candidate Notice for Data Transfer and Retention available at https://www.operative.com/candidate-notice/.