Technical Customer Success Manager

Our Story:

We’re EX.CO, the world’s leading self-serve video technology platform. We empower publishers to own their video strategy for maximum yield by providing easy-to-use, AI-based solutions for ad serving, monetization, content automation, interactive experiences, and contextual targeting.

Our one-stop-shop platform is trusted by some of the largest publishers globally including CBSi, Hearst, MLB, Nasdaq, Refinery29, Sky News, Time, ViacomCBS, VICE, and Ziff Davis.

Founded in 2012 with employees located around the world, EX.CO is backed by The Walt Disney Company, Saban Ventures, Viola Group, 83North, and Firstime Ventures. For more information.

 

Long story short, you will:

• Communicate with international partners (publishers) on a daily basis regarding their technical concerns and performance requirements.
• End-to-end ownership of customer onboarding process, including initial troubleshooting, identification of root cause, quick issue’s resolution, and communication.
• Serve as point of contact on customer escalations and ensure customer issues are resolved meticulously. 
• Creating materials, training, and collaborating with R&D and customer-facing teams.
• Expert point of contact for communication with the R&D and product teams.
• Proactive data-driven approach - spot recurring issues within our product and find the long-term solution that will address them, troubleshooter nature.
• Keep track of each Publisher's setup with EX.CO, and manage player setup and ad serving nuances.
• Ability to learn new technologies quickly

 It will be awesome if you have:

• 3+ years of professional experience in the ad-tech industry in customer-facing and Technical roles (e.g., QA, SaaS Customer Support, Customer Success, Technical Account Management) - must
•  2+ years of experience with HTML, CSS, JavaScript APIs and server-side technologies and familiar with analytics & data platforms. 
• An engineering, science, technology, product or analytics educational background.
• Understanding of the online advertising infrastructure, and specifically the publishers’ end.
• Experience/familiarity with the following: log tools, APIs, SQL, Databases - advantage
• Analytical, resourceful and tech-oriented with an ability to actively drive problems to resolution.
• Client-focused mindset, with a passion for using data and analytics to drive business results.
• Impeccable organizational and time management skills, proactiveness, multitasking and prioritization capabilities.
• Excellent time management, project management, prioritization, and sense of ownership skills
• Autodidact, highly motivated, can-do approach, attention to detail, collaboration, and excellent interpersonal skills.
• Excellent verbal and written communication skills in English and Hebrew.

 

It will be SUPER awesome if you have:

• Experience using tools such as Tableau and CRM tools (Freshdesk, Salesforce) - advantage
• Excel proficiency.
• Good Familiarity with SSPs – Big advantage.
• Experience with data, data science, machine learning tools and services