About This Role
This role is for a self-motivated problem solver with strong experience in technical support and customer service, working with customers and internal teams to investigate and resolve issues, produce and track technical change requests, and create support documentation. As a Senior Customer Success Manager / Senior Implementation Specialist, you will help clients maximize the value of AdPerfect's products and services, leveraging expertise in project management and technical problem-solving to ensure successful onboarding and effective utilization of solutions. You will act as a trusted advisor, guiding clients through implementation, ongoing optimization, and long-term success strategies.
Responsibilities
- Manage customer portfolio, ensuring clients receive maximum value from solutions through data-driven optimization and world-class support
- Oversee the full onboarding process, from kickoff to launch, ensuring a smooth and seamless experience
- Act as the voice of the customer internally, influencing product and service improvements based on client needs
- Conduct regular health checks, track key success metrics, and proactively address any risks to engagement or retention
- Identify challenges, recommend solutions, and quickly resolve customer issues to ensure optimal platform usage
- Develop a deep understanding of AdPerfect's offerings and provide tailored training to help customers leverage products effectively
- Identify and nurture opportunities for account expansion by recognizing additional use cases and value-driven solutions
- Work closely with internal teams to align on customer needs, optimize processes, and improve the overall client experience
- Oversee key customer projects, ensure timely deliverables, and maintain strong relationships at all levels of the organization
- Create documentation and visuals to illustrate customer performance, helping clients understand the impact of solutions
- Stay ahead of potential challenges, aligning priorities with both customers and internal stakeholders to drive success
- Stay up to date on industry trends, product updates, and best practices to enhance customer engagement
Requirements
- Strong experience in technical support and customer service
- Clear written and verbal communication skills
- Ability to bridge technical subjects with a non-technical audience
- Expertise in project management and technical problem-solving
About the Company
AdPerfect is an established best-in-class technology company and solutions provider and part of Tribute Technology. Its customers include some of the largest and most prominent media brands in the world, spanning four continents and reaching millions of users every day. Its mission is to make meaningful connections between customers and their users through innovation and a commitment to excellent user experience.
