Technical Services Manager, Customer Success

Sales Mill Valley, California


Description

The Glassdoor Technical Services team is an operations and technical support team within the Customer Success Department.  The team acts as the key technical resource for customers, supporting companies from pre-sale to implementation and throughout the life of the partnership.  Our team supports all Glassdoor products, using expert knowledge to effectively troubleshoot issues, find unique solutions, and recommend improvements and enhancements to our internal Product teams and external partners.

As a Technical Services Manager, you will work as an individual contributor to the team and report to the Manager of Technical Services.  Your work begins with building out the products and online recruiting campaigns for our customers. You will efficiently and accurately set up customer campaigns and their tracking to maximize our value to customers.  You will understand the core functionality of our products, while applying each employer’s unique recruiting needs to ensure campaigns have healthy delivery - the most critical component to delivering value to our customers.  After implementation, you will analyze, understand, and resolve common issues, as well as find unique solutions for the stranger ones.

In this role, you will become a specialist aligned to one of Glassdoor’s products, uniquely tasked as the Glassdoor subject matter expert.  You will work cross-functionally with Sales, Customer Success Management, Business Development, Support, Product, Engineering, and Finance teams to resolve issues, and use advanced reporting to proactively identify potential areas of concern. Over time, you will become so entrenched with and knowledgeable in your product that you will become a natural partner to our Product teams as they improve and add to our current offerings for employers.

Responsibilities:

  • Work cross-functionally with internal and external teams as the knowledge expert on technical needs and campaign setup, provide world-class technical support on complicated issues, recommend technical improvements and best practices for campaign configurations
  • Proactively identify and efficiently resolve  technical issues with Glassdoor’s internal systems, job feeds, and partners
  • Understand the landscape and integration best practices of various Applicant Tracking Systems (ATS’s)
  • Work with development engineers to triage and resolve product/campaign issues, assist engineers in the diagnosis of BUGS, and recommend improvements to our technical tools and products on behalf of our customers
  • Effectively manage high volume ticketing systems through Salesforce to ensure accurate implementation and a world class customer experience
  • Take ownership of your product domain, including orchestrating collaborative work with other teams, contributing to quarterly team objectives and goals, mapping and executing on ideal ways to operate, and being the expert source for questions from all internal teams
  • Proactively strive to improve team and interdepartmental processes and develop technical trainings to improve knowledge of internal teams
  • Forecast, build, and manage display advertising campaigns through DFP & DBM
  • Work with Customer Success/Sales teams as the Technical Consultant on pre-sale client calls for implementation/product related items
  • Become deeply knowledgeable in the intricacies of the online recruiting industry, the entire Glassdoor product suite, and the employers we serve

Requirements:

  • Bachelor’s Degree in Computer Science, Management Information Systems or related field
  • Minimum 2-3 years experience in providing technical support for software or web-based products
  • Working knowledge of, common web technologies, protocols, and software including, but not limited to: HTML, SQL, Regular Expressions, XML, HTTP, FTP, Tableau, Chrome Development Tools, and JIRA
  • Experience using SFDC (or similar CRM) required
  • Proactive and positive self-starter who works well independently and within a team context
  • Customer-centric mindset, who places the internal and external customer experiences at the center of what you do
  • Creative-minded technical thinker with a penchant for investigating, troubleshooting, and resolving complex technical issues by finding workarounds as well as evaluating where true engineering support is needed to resolve the core issue
  • Excellent analytical thinker who uses data to support decisions and is able to see patterns in repeated experiences and large data sets
  • Outstanding communicator with the ability to analyze average to complex business problems and guide customer stakeholders in formulating solutions
  • Commitment to Glassdoor’s mission and values
  • Basic understanding for online advertising/media, marketing, and/or talent acquisition space a plus!

Why Glassdoor?

  • Work with purpose – join us in creating transparency for job seekers everywhere
  • Glassdoor gives back! Glassdoor is a Pledge 1% member; all employees receive 3 paid volunteer days per year
  • 100% company paid medical/dental/vision/life coverage; 80% dependent coverage
  • Long Term Incentive Plan
  • Sunny & peaceful Mill Valley offices located right on the water
  • Walking, running and biking trails steps away from the office
  • Onsite gym and fitness classes
  • Free catered lunch; new menu daily
  • Paid holidays and flexible paid time off
  • Your choice between Mac or PC
  • Dog-friendly office (with dog-free zones if you are so inclined)
  • Free parking

Glassdoor is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Glassdoor is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.