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About the Role
Vantage is seeking an Account Support professional to help retail clients onboard onto our platform and serve as their day-to-day support and enablement partner. This role involves managing client inquiries, providing campaign reporting, and educating client teams on platform features. You will collaborate with internal teams to ensure timely and accurate client support.
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.
Requirements
- Proven experience in a customer-facing support, customer success or account management role, ideally at an ad tech or or software company.
- 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, and you pick up new tools quickly.
- 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.
- Experience in retail media, including campaign reporting or working with retailer Ad Ops teams.
- Experience building or improving a help center, knowledge base or client training program.
- ITIL, HDI or a similar support or customer success certification.
- Must be available to be on site at our clients offices in the Greater Toronto area up to 3 days a week.
- Successful completion of a criminal background check required.
Skills
- Customer Support
- Customer Success
- Account Management
- Ticketing Platforms
- Help Desk Management
- SLA Management
- Escalation Management
- Reporting
- Analytical Skills
- Technical Aptitude
- Client Training
- Client Demos
- Documentation Creation
- FAQ Creation
- Communication
- Organization
- Time Management
- Retail Media
- Campaign Reporting
- Ad Ops
- Help Center Development
- Knowledge Base Management
- ITIL Certification
- HDI Certification
Location
- Greater Toronto Area
Work Type
- Hybrid
- Remote
Experience Level
- Mid-level
Education Level
- ITIL, HDI or a similar support or customer success certification
Benefits
- Home office support
- Annual company retreats
About the Company
- Vantage is the first unified platform purpose-built for retail media orchestration, empowering enterprise retailers to seamlessly activate onsite, offsite, and in-store advertising.
- With a global presence in North America and Asia-Pacific, Vantage enables retailers to launch and grow their media networks through scalable technology and automated workflows, and is trusted by leading retailers like The Home Depot to power their retail media programs.
Equal Opportunity
- Vantage Analytics is fueled by the diversity of our talented employees.
- We are an equal opportunity employer and embrace ALL individuals and what makes them unique.
- We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.
- We encourage all individuals to apply for positions that fit their passions.
- We promote equality and strive to provide all current and prospective employees with support and opportunities.
- Reasonable accommodations are available to job applicants on request and throughout the application process.