Smart is an AdTech leader created in 2001 on the belief that we can disrupt the on-line advertising industry for publishers.
Headquartered in the heart of Paris and with offices in 10 countries, Smart provides cutting-edge technologies that help hundreds of prestigious customers take back control and maximize their digital revenues with a flexible and transparent audience monetization platform.
We can rely on a unique group of 200+ Smarties focused on excellence to shape our future. They continually embrace change and overcome challenge together to make innovation happen. That means we can offer you endless opportunity to do the same and let you shape the world you want!
About the team 🚀
Our highly dedicated Support team has both the art and the science for delivering customer satisfaction.
People in the team share a passion for helping our clients to surpass their digital Ad business goals. They grow in a demanding environment, combine technical and consultative skills and are ready to tackle the most complex challenges to empower our customers to get the best of our platforms.
Your mission 👇
Based in Madrid, the Support Team Manager will join our global support team composed of passionate people in charge of solving customer technical issues on our platforms being in permanent contact with our customers.
You are a strongly service-oriented, technical & people minded leader, who is always ready to help demanding customers in order to achieve your goal
You ensure the quality of the relationship between the Support and Sales, Presales and Service (TAM)
You coach and support your team, and collaborates with key Smart stakeholders.
You are in charge of all the HR aspects: motivating, hiring, terminating, evaluating, building successful training plans as well as personal improvement plans,… We don’t expect you to be a technical expert, however you have to implement the needed solutions to ensure your team get the needed technical skills, soft skills and knowledge to perform their job.
You are also accountable for successful customer relationship management in your geographical area with a particular focus on making customer escalations a success, and ensuring outstanding customer retention.
You ensure the support organization delivers best in class services working closely with your counterparts from other locations.
The Technical Support Team Manager represents Smart Support for a specific Sales area. This role is recognized as such Customers, Support’s members and all other Smart’s organizations.
What you'll do ✍️
Educate your team to a customer focus approach thanks to your customer-centric culture
Ensure each team members receive the needed training
Work with local Sales to provide insights on key accounts
Escalate customer product feedback to the product managers and coordinate answer to the customer
Manage crisis escalation and ensure high-end support communication quality
Provide coaching and soft skills training to your team members
Ensure Key talent retention
Hire support engineer
Promote in/out internal mobility
Improve the efficiency of employees onboarding
Manage support members performance (reward, promotion, performance improvement plan,... )
Improve Customer Satisfaction for the geography
Assist Business Developers (Sales) and Presales to achieve their goals for the geography
Ensure the local Service Team (TAM) satisfaction regarding support activity
Promote with the local sales team Smart service catalogue to make customer subscribe high-end services
Coach your team members to become designated support specialist for Gold or Platinum accounts
About you 💪
Minimum of an associate degree in Computer Science or similar technical field of study
Native Spanish speaker with advanced conversational proficiency in English.
You have 5+ years of experience managing a technical team and in technical solutions troubleshooting
Demonstrated track record as a manager/supervisor who has implemented complex transformation and change management
Problem-solver and multitasker who stay cool under pressure, playing a key role in managing complex customer escalations
Excellent interpersonal skills (listening, writing, discussing)
You are able to WOW clients with excellent relationship management skills
You are keen to work in an international/multicultural environment
Demonstrated hands-on, high energy work ethic & team player attitude
Must be comfortable coordinating a variety of priorities in a fast-growth environment
Advertising technology knowledge a plus
Travels required for Customers and Sales/PreSales/Service visits (20%)
Extra Awesome Skills
Why you should apply... 👫 We are one! At Smart, we care for our people. We are certified Great Place To Work and are constantly improving our working environment. Meet the team : https://youtu.be/BxvmLDyXct0
👍 Grow with us! You will work in a challenging and fast-paced profitable context with varied projects and get awesome opportunities to develop your skills and grow internally.
👊 Leave your mark! Smart is a human-size company. Our employees thrive under autonomy and can easily have a strong impact on our business, customers and organization.
✈️ Live global! You will work across countries & cultures through career path or Backpackers Program, our interoffice exchange program to boost employees’ collaboration.
🎯 We are transparent! We speak with fact and data and have a true culture of feedback. We believe in an open world and show a strong sense of integrity both internally & externally.