About the Team

We are a team that likes to solve problems for our publishers. We get to know the ins and outs of our publishers’ businesses and make creative strategies to help them grow. Every day is different and keeps us on our toes. 

About the Job

As a Customer Success Specialist, you will be working directly with publishers as well as the Ad Operations team to triage internal and external support requests. You will be responsible for understanding basic account requests as well as technical requests, labeling them accordingly, applying known solutions, or in turn escalating to tier 2 support or higher. 

What You’ll Be Doing: 

• Customer Support, Product Support, Technical Support communications with publishers of varying degrees of complexity
• Provide incoming SMS client ticket support and make task delegation decisions
• Adapt your services approach and investment based on the needs and scale of your publishers
• Referencing & contributing to our knowledge base
• Working out of multiple & disparate platforms and UIs
• Provide basic administrative and technical support as it relates to the SMS UI, backend configuration, and demand partner connectivity.
• Contribute to development and documentation of standard operating procedures for new processes
• Product Integrations of varying difficulty
• Support escalation when needed with clear and concise communication 
• Manage client relationships with Tier 2 & Tier 3 level publishers
• Make strategic and tactical recommendations that align with the publisher’s short-term and long-term goals for increasing revenue and meeting business objectives.
• Proactively identify opportunities to share learnings and ideas with the team to drive towards a higher-performing team
• Stay current with industry best practices and KPIs, and continue to build knowledge and apply learnings through ongoing research, education and professional development.

About You

You’re a people person, and you love to help people solve problems. Communication and customer service are your strongest traits. You’re comfortable working on multiple projects across different teams. Above all, you want to find what’s best for the customer.

The successful candidate will have: 

• Professional working experience in a Customer Service and/or Ad Operations position working in a AdOps, support specialist or service desk position 
• Publisher or programmatic experience with proficient knowledge of the ad tech landscape and Google advertising products
• Ability to identify problems and explore potential solutions that can be presented clearly to your client.
• Excellent listening, verbal, written communication and presentation skills.
• Superb organizational skills, strong attention to detail, deadline-driven and punctual
• Effective time management skills with an ability to prioritize, meet deadlines and provide superior customer service.
• A passion for problem solving and turning challenges into opportunities for business growth
• Strong work ethic with a self-motivated attitude and ability to be resourceful to get the job done
• Willingness to start with in a flexible form of this role while you go through in-depth training to better prepare you to take full ownership of accounts
• Growth Mindset: We are a growing company and need people who will take initiative, fail fast, and learn from their mistakes  to be successful in the role
• Dangerous curiosity, not afraid to ask questions, learn about our business, our technology, our open roles, and what makes Sovrn a great place to work.
• The skills to work independently but to also ask for help, direction, clarification when needed

Bonus Points:

• Strong proficiency in office productivity tools (Gmail, Google Apps, Jira, Confluence, SalesForce, Customer Success tools/solutions
• Familiarity in Microsoft Excel and Google Sheets (Vlookups, Formulas Pivot Tables, etc)
• Google Ad Manager experience 

This position reports to: Sr. Customer Success Manager

Location: San Diego, CA // Los Angeles, CA// San Francisco, CA// Boulder, CO // Denver, CO 

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of accountability impact, and the ability to thrive in a fluid and collaborative environment. We expect you to learn new things in this role, and we encourage you to apply if your experience is close to what we're looking for.

About Sovrn

Publishers create the content the world depends on for education, entertainment, and commerce. Sovrn provides products and services to tens of thousands of online publishers to help them grow, operate their business, understand their readership, and manage consumer data. Sovrn is headquartered in Boulder, Colorado with offices in San Francisco, New York, and London. 

With 10,000 customers deploying one or more products across 30,000 websites, Sovrn reaches 200M consumers across more than 3.5B pageviews everyday. Sovrn has been a leader in online publisher technology since its founding, and has been recognized by IAB, JICWEBS, and TAG for its role in combating advertising fraud and promoting pro-transparency initiatives. Sovrn is dedicated to helping content creators do more of what they love, and less of what they don’t.

Sovrn Core Values: Candid, Customer Empathy, Learning, Scrappy, Second Order Thinking

Equal Opportunity Employer 

Sovrn is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process. 

Recruitment Agencies

Sovrn does not accept agency resumes. Please do not forward resumes to our jobs alias or Sovrn employees. Sovrn is not responsible for any fees related to unsolicited resumes.