Customer Support Manager (Pasadena, CA)
Location: Pasadena, CA, USA
Description:
The Customer Support team provides technical product support to external customers of OpenX. Our mission is to provide timely resolution to technical challenges encountered by customers and to ensure successful customer operation of OpenX products. We aim to achieve high customer satisfaction and reference-ability.
The Manager of Customer Support Services will provide strategic and operational direction to the technical support team. This will include understanding the demand for service and providing the necessary delivery capabilities. It will also include driving process improvements and delivery excellence that will exceed customer expectations for all products.
Role and Responsibilities:
Customer Satisfaction
- Manage relationship with customers for escalated issues.
- Ensure contract support obligations are accurately understood and fulfilled.
- Ensure resolution of escalated issues in a timely manner.
- Manage internal escalations with sales, product and technology teams through to resolution.
- Maintain key relationships and communications with OpenX peers and management teams to ensure critical business needs of a customer-focused services organization are identified and met.
Operational Excellence
- Effectively organize, staff and direct the technical support functions.
- Implement best practices, direct the technical support staff to achieve operational excellence and deliver the highest level of customer and partner satisfaction.
- Provide management reporting metrics and evaluation of team effectiveness and performance against goals
- Manage schedules to allow for optimum call and issue handling, as well as performance of special projects during business and off-business hours.
- Review, train, and develop the Technical Support staff.
Planning
- Provide global strategic direction for the Technical Support Services function; identify short and long term organizational goals.
- Advise management of future staffing and capital expenditure needs.
- Develop and modify the necessary customer support infrastructure and tools to support new product releases.
- Identify and implement profitable services plans that will enhance the client and partner experience.
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Research, evaluate, and recommend operational and support systems tools.
Qualifications:
- Deep knowledge in ad serving (web, video, and mobile) and relevant technologies.
- A minimum of five years of experience operating at the Manager level or higher in the technical support services role supporting external customers.
- Experience working for a Software-As-A-Service (SaaS) provider and/or B-to-B enterprise software company.
- Technical degree required, a Master’s degree or MBA is considered a plus.
- Demonstrated people management and interpersonal skills.
- Effective customer management skills.
- Demonstrated self-confidence, self-control, and self-reliance.
- Excellent written, oral and presentation skills.
- A self starter with the ability to work independently and in a team environment
- Effective management and leadership skills.
About OpenX:
OpenX's purpose is to help businesses worldwide grow by providing compelling, open online advertising products and services that drive revenue. OpenX operates at the intersection of advertising technology, advertising business model innovation and open-source communities.
Today OpenX's primary product is the world's leading open-source ad server, which is used by over 30,000 publishers on more than 100,000 web sites in order to configure ad space, manage and optimize ad inventory and serve ads. More than 200 billion ad impressions run through OpenX's software every month. OpenX is used by web sites in over 100 countries and has been translated by its community of users into over 20 languages. OpenX is rapidly building out a world-class team to build and execute a compelling, differentiated commercial strategy on top of OpenX's significant existing asset base.
OpenX is led by CEO Tim Cadogan (former SVP Global Advertising Marketplaces at Yahoo! and early core team member at GoTo/Overture) and Chairman Jon Miller (former CEO and Chairman of AOL, now CEO of Digital Media at News Corp). OpenX is backed by Accel Partners, Index and O'Reilly AlphaTech Ventures among others.
OpenX is headquartered in Pasadena, CA with offices in London, New York and Poznan (Poland).
Send us your CV
Send your CV's to jobs@openx.org. Please include the Job Title you are interested in.
