Client Success & Platform Enablement Lead

Vantage; Toronto; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

Vantage is expanding its Account Support team in the Greater Toronto area, requiring on-site presence up to 3 days a week. You will own client inquiries, manage tickets, and provide ongoing enablement, reporting, and platform training to retail clients.

You will collaborate with Account Management, Ad Ops, Project Management, Product and Engineering to ensure fast, clear answers and proper issue ownership. This role suits an organized problem-solver who enjoys mapping campaigns to outcomes.

Qualifications

• Proven experience in a customer-facing support, customer success or account management role.
• Hands-on experience running a ticketing or help desk platform: triage, prioritization, SLAs, escalations and reporting.
• Experience triaging issues by severity, working with engineering and operations teams to resolve them, and keeping clients informed through to resolution, including clear incident reports.
• Strong analytical skills: comfortable reading campaign performance data and ticket trends and turning them into practical recommendations and process improvements.
• Strong technical aptitude: you understand platforms, systems and integrations well enough to troubleshoot, ask engineers the right questions and explain issues clearly to clients.
• Experience creating and delivering client training, demos and documentation, such as FAQs and help center content.
• Clear, confident written and verbal communication, including client reporting, running meetings with clients and presenting to them.
• Strong organization and time management across multiple clients and priorities at once.
• Motivated by measurable goals and comfortable taking initiative without waiting to be asked.

Responsibilities

• Own hands-on keyboard platform inquiries within the established SLA.
• Report on ticket volume, resolution and status, both internally and to clients.
• Analyze ticket trends to find root causes and drive changes that reduce ticket volume.
• Send incident reports to clients for critical and high-severity issues.
• Lead the resolution of urgent issues and campaign inquiries, aligning internal teams and keeping clients informed until they are resolved.
• Compile and send weekly pacing reports and campaign end reports.
• Lead regular office hours and meetings with retailers to review ongoing work and improve processes.
• Deliver platform training and demos for client associates, covering existing features and new ones.
• Draft and maintain FAQs, including FAQs for new product features.
• Communicate platform workflow changes and feature modifications to clients.
• For new retail partners, set up and publish the client help center, and provide input to training and FAQ materials.
• Submit client feature requests to Product for validation and prioritization.

Skills

Customer support

Account management

Data analysis

Communication

Cross-functional collaboration

Troubleshooting

Tools

Ticketing system

CRM

Reporting tools

Job description

Vantage is expanding its Account Support team in the Greater Toronto area, requiring on-site presence up to 3 days a week. You will own client inquiries, manage tickets, and provide ongoing enablement, reporting, and platform training to retail clients.

You will collaborate with Account Management, Ad Ops, Project Management, Product and Engineering to ensure fast, clear answers and proper issue ownership. This role suits an organized problem-solver who enjoys mapping campaigns to outcomes.