Platform Experience Manager

At MNTN, we put our people first, full stop. This allows our company culture to be defined by our team members, and their shared values, like trust, ambition, quality, radical honesty, and compassionate leadership. It’s why we all really love working for the Hardest Working Software in Television™ (and also why we were named one of Ad Age’s Best Places To Work in 2024.)

We pride ourselves on bringing unrivaled performance and simplicity to Connected TV advertising. Our self-serve technology makes running TV ads as easy as search and social and helps brands drive measurable conversions, revenue, site visits, and more. It’s what led MNTN to being named one of Fast Company’s Most Innovative Companies in 2023. You can learn more about us and everything we do by visiting https://mountain.com/.

So if wanting to do more, own more, and make a bigger impact comes naturally to you, then you may just the person we’re looking for to join us on our next stage of growth. 

We’re looking for a Platform Experience Manager to join our Customer Experience team at MNTN! As a Platform Experience Manager, you will be the primary technical point of contact for our customers, ensuring they have the best possible experience with our platform. You will lead customer training sessions, provide issue resolution support through various channels, gather and act on customer feedback to drive platform improvements, and identify solutions for customer problems based on your product knowledge. You will also be a subject matter expert (SME) on our platform, contributing to internal and customer-facing training and supporting revenue teams with product insights and solutions.

What you’ll do

Provide Technical Support and Issue Resolution:

• Customer Support: Handle and resolve customer inquiries through Intercom, Email, and Zoom, articulating complex technical concepts to non-technical stakeholders.
• Inquiry Triaging: Assess and prioritize customer-related inquiries to ensure prompt and appropriate responses.
• Issue Escalation: Identify and escalate complex or critical issues to the engineering team for further investigation and resolution.

Deliver Platform Enablement and Solutions:

• Lead Customer Training Calls: Conduct 1 on 1 and webinar-style training sessions for customers to help them understand and utilize the platform effectively.
• Best Practices & Implementation: Provide guidance on platform best practices and guide customers through successful implementation strategies.
• Solution Building: Develop solutions and strategies that leverage product features to meet customer needs and drive revenue growth in collaboration with internal teams (Revenue Teams, Engineering).

Be the MNTN Product Expert:

• Certification: Maintain certification in all areas of the platform to ensure a deep and up-to-date understanding of its features and functionalities.
• Internal & Customer-Facing Training: Serve as an SME for internal trainings and customer-facing sessions, sharing knowledge and best practices - partnering with Product Marketing and Learning/Enablement
• Update Help Center Content: Act as Product SME to support the regular refresh and expansion of help center articles and resources to ensure they meet customer needs and reflect the latest platform updates.

Own Product Communication:

• Product Releases: Provide proactive updates on product releases to customers and internal team members through in-app messaging and training sessions
• Global Issues: Provide proactive updates on active, customer-impacting issues through all main communication channels - Slack, Intercom, In-App
  

Facilitate Customer Feedback:

• Feedback Compilation: Collect and document feedback from customer interactions to identify common issues and areas for improvement.
• Internal Advocacy: Communicate customer feedback to leadership and product/engineering teams to drive enhancements and align the platform with customer needs.
• Go-To-Market Support: Act as a stakeholder in the product launch process, crafting deliverables, owning customer communication, and training customers and internal teams on new features

What you’ll bring

• 3+ years of experience in a customer-facing role, delivering technical support, leading training sessions, and providing effective solutions.
• Prior experience in adtech or performance marketing
• Communication: Clear and effective verbal and written communication skills for interacting with customers and internal teams.
• Empathy: Ability to understand and relate to customer concerns, offering solutions that meet their needs.
• Organization: Ability to manage multiple tasks, priorities, and customer requests efficiently.
• Training Skills: Experience in developing and delivering training sessions, individually or in groups.
• Technical Skills: Proficiency in troubleshooting and resolving technical problems, with experience in triaging issues and communicating with engineering teams.
• Solution-Oriented: Strong analytical skills to identify and resolve customer issues with actionable solutions.

MNTN Perks:

• 100% remote  
• Flexible vacation policy
• Annual vacation allowance for travel related expenses
• Three-day weekend every month of the year
• Competitive compensation
• 100% healthcare coverage
• 401k plan
• Flexible Spending Account (FSA) for dependent, medical, and dental care
• Access to coaching, therapy, and professional development

About MNTN:

Our recruiters will always reach out using an email address ending with @mountain.com [email protected]. If you’re contacted by someone without that address and they mention a Reference Code (which we never use), then that ain’t us folks. Tell those trolls to take a hike–you’re waiting to climb a MNTN.

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Build with Ferguson Master, OneWheel, Tarte, Decked, and National University.

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