Technical Product Operations Specialist

WHAT YOU’LL DO

As a Technical Product Success Manager, you will leverage your strong customer support background and expertise in scaling programs to optimize our support processes and reduce tickets. You will collaborate closely with leaders from the Cloud Reliability, Runtime, and Platform teams, as well as our Programmatic Account Specialists, to deliver exceptional customer experiences.

THE DAY-TO-DAY

• Lead the effort to ensure the success of our technical products, driving customer satisfaction and retention.
• Utilize your expertise in scaling programs to optimize our support processes and reduce customer support tickets.
• Collaborate with leaders from the Cloud Reliability, Runtime, and Platform teams to align support strategies and improve product performance.
• Work closely with Programmatic Account Specialists to address customer needs and provide efficient solutions.
• Leverage your technical knowledge to understand and translate customer requirements and challenges to our engineering teams.
• Gather customer feedback and provide input to the product development process based on customer needs and requirements.
• Monitor key performance indicators (KPIs) to measure and improve the success of our technical products.

MUST HAVE

• 3-6 years of customer or technical support experience.
• Proficiency in Excel and intermediate to advanced SQL.
• Evidence of scaling programs and optimizing support processes to reduce customer tickets.

GREAT TO HAVE

• Bachelor's degree or equivalent work experience.
• Ad tech experience preferred
• Proactive problem solver with a customer-centric approach and a strong track record of delivering successful customer outcomes.
• Proficiency in analyzing data and using insights to drive process improvements and enhance product performance.
• Excellent communication and leadership skills to drive the success of our technical products.
• Experience collaborating with Engineering teams.

LIFE AT VIANT

• Investing in our employee’s professional growth is important to us, but so is investing in their well-being. That’s why Viant was voted one of the best places to work and some of our favorite employee benefits include fully paid health insurance, paid parental leave and unlimited PTO and more.