Customer Success Manager - Product Quality

Gotvantage; Toronto; Remote; CAD 50,000 - 70,000; Full time

Job summary

Join a dynamic team at Gotvantage as a Product Quality Associate, focused on optimizing client interactions and enhancing product experience. With a commitment to customer success and collaboration across departments, you'll elevate the standards of service for our retail partners while enjoying a flexible remote work environment with competitive benefits.

Benefits

Competitive salary with performance-based incentives

Equity and ownership opportunities

Comprehensive health benefits and flexible work options

Generous PTO and professional development support

Qualifications

• 2-3 years of experience in Customer Success, ideally in an agency setting.
• Proficient knowledge of paid media platforms.
• Familiarity with trouble ticket management applications.

Responsibilities

• Coordinate the completion of support tickets and assist Account Management.
• Help maintain customer service tools and troubleshoot issues.
• Collaborate with teams to improve customer service processes.

Skills

Client management

Organizational skills

Communication

Problem-solving

Education

Bachelor’s Degree in Marketing, Business, or Advertising

Tools

Jira

Confluence

Asana

ZenDesk

FreshDesk

Job description

Job Title: Product Quality Associate

Location: Greater Toronto Area (Remote)

Reports To: Head of Partnerships and Accounts

About the role

Vantage is looking for a Product Quality Associate to own tactical, cross-functional technology implementation project support across our retailer clients. As a Product Quality Associate at Vantage, you will be responsible for upkeep of product features and workflows currently leveraged by our retail partners. Your primary objective will be to deliver a top tier client experience that is the perfect combination of transparent, efficient, and pragmatic. This includes proactively managing each client issue, communication and coordination with our client partners and their advertising suppliers (Brands) involved in the issue resolution process, including management of our support channels, setting appropriate timelines and expectations.

Your key areas of impact will include:

• Ticket management: coordinate the completion of support tickets

• Client support: assist our Account Management team with updates and outbound communications

• Product insight: be the voice of the client. As a key point of contact for our clients, you will identify pressure points and inform product management and engineering of client feedback and enhancements that will make the Vantage experience even better

What You'll Do

Technology & Tool Maintenance

• Help maintain and troubleshoot customer service tools and software, ensuring they function properly and are up-to-date.

• Collaborate with digital product or vendors to resolve any technical issues impacting CX operations

Process Support & Optimization

• Assist in monitoring and improving customer service processes, workflows, and systems to ensure smooth daily operations

• Help identify inefficiencies or pain points in the customer experience journey and propose solutions

• Collaborate with cross-functional teams to ensure alignment and improve overall customer satisfaction

Documentation & Knowledge Base Management

• Assist in maintaining internal documentation and knowledge bases for accounts and customer service teams, ensuring up-to-date FAQs and process guides are available.

• Contribute to the creation of client facing resources that empower associates to resolve their inquiries independently.

Cross-functional Collaboration:

• Work closely with product, engineering, ad operations, and accounts teams to ensure customer service teams have the necessary resources, tools, training and all SLAs are followed.

• Support the development of customer service training programs and materials based on identified needs.

The ideal candidate will have:

• 2-3 years of experience in Customer Success, ideally within an agency setting and working with enterprise clients, showcasing a comprehensive understanding of the social media landscape and client management

• Proficient knowledge of paid media (Google, Meta, Pinterest Ad Platforms)

• Familiarity with trouble ticket management applications, project planning, analytics and reporting, with a preference for candidates who have experience with software such as Jira, Confluence, Asana, and ZenDesk/ FreshDesk

• Eye for detail complemented by efficient communication both with internal teams as well as with external clients

• Strong organizational and time management skills, with a proven ability to adapt quickly to changes in a dynamic, fast-paced environment, ensuring priorities are met efficiently.

• Bachelor’s Degree in Marketing, Business, or Advertising

What We Offer:

• Competitive salary with performance-based incentives.

• Equity and ownership opportunities within a growing company.

• Comprehensive health benefits and flexible work options.

• Generous PTO and professional development support.

• Opportunity to shape the sales direction of an innovative advertising platform.

Join Us:

Be a part of Vantage’s exciting growth journey. Apply now to lead our sales strategy, drive product success, and position Vantage as a leader in the advertising industry.

About Vantage

Vantage plays in a $250BN addressable market in North America that is seeing significant disruption. Retailers are transforming their digital marketing practices to drive customer acquisition and are looking for new profit centers in retail media networks.

Vantage is uniquely positioned in this space, having established a technology platform that is custom-built for retail media. We offer the only turnkey platform for integrated retail media networks. We significantly outperform online media benchmarks by leveraging automation, machine learning, and AI. Ours is the market-leading platform and we have real traction with some of the biggest names in retail.

We are excited to expand the team and take the company to the next level. You would have the opportunity to get in early, and obviously, that comes with great possible financial upside, but it also comes with an opportunity to shape the culture of the team. So, we’re picky about the people we invite to join the journey. We’re looking for true team players, not lone wolves or temporary hired guns. We are professionals with a passion for doing great work and driving real success for Vantage and our clients.

Headquartered in Toronto but working fully remotely, the Vantage team is diverse, creative, and fun. We believe that our strong commitment to diversity & inclusion enables Vantage to be better. We also believe that people are happiest and can accomplish the most amazing things when they have the freedom and flexibility to customize their work and life environments and can take on huge, stimulating challenges with fantastic colleagues.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into building a team. Vantage offers a full range of medical, dental, and vision benefits. All employees are also owners, as everyone is enrolled into the Vantage Employee Stock Option Plan. Vantage provides strong maternity / parental leave benefits in all jurisdictions.

Vantage also offers numerous well-being programs, education assistance, development courses, and discount programs with participating partners. As for time off, Vantage employees enjoy generous vacations, as well as paid holidays throughout the calendar year, a number of paid holidays, sick time, and other time off are provided consistent with relevant jurisdictions and company policies.

Reasonable accommodations are available to job applicants on request and throughout the application process.

We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted.