Director, Customer Success Engineering

OpenX

Pasadena, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/30/2021
  • Website: openx.com
  • Company Address: OpenX Technologies, Inc. 888 East Walnut Street, Pasadena, CA, 91101

About OpenX

At OpenX, we solve a fundamental issue for brands: how to reach consumers, at scale, in a fragmented media environment. We power highly relevant advertising, delivering quality and value to consumers, publishers and marketers across every type of connected screen and ad format globally.

Job Description

Overview

Director, Customer Success Engineering reports directly to our Chief Customer Officer (CCO) and is responsible to manage a team of Sales Engineers, Solutions Engineers, and Support Engineers, who are the primary client-facing technical resources when selling and supporting OpenX’s platform technology to prospects and existing partners. In the OpenX Partner Services team, we strive to exceed partner expectations through building, supporting, and maintaining long-term indispensable relationships. We are high achievers who are able to execute business initiatives seamlessly and thrive in fast-paced, team-oriented environments. We aim to deliver – if not exceed – at winning our customers over by setting the initial tone, establishing credibility in what OpenX can achieve for them, and teeing up the relationship for long-term success with OpenX.

Key Responsibilities:

Director, Customer Success Engineering is the advertising and technology “guru” who serves as the product platform adviser, and who work seamlessly alongside business development, account management, operations, product, and engineering teams to sell, support, and implement OpenX products for our partners. This role interfaces regularly and externally with both product and technical counterparts and business stakeholders.

Director, Customer Success Engineering is responsible to hire, on-board, coach, and develop new Solutions Engineers from internal and external sources. 

Director, Customer Success Engineering must educate customers on the value proposition of OpenX and build deep relationships with decision makers within customer accounts to enable them to be advocates. It’s important that the Director, Customer Success Engineering must capture market intel and best-practice knowledge amongst the Sales and Solutions Engineering team and share with OpenX leadership with recommendations for success.

During pre-sales, the Director, Customer Success Engineering ensures that partners are able to fully leverage the maximum benefits from OpenX products and solutions. You understand what customers need (not just what they ask for), and their publishing and advertising environments. You are a compelling and successful communicator in presenting integration solutions for monetizing a partners’ digital content using OpenX ad technology and services. Director, Customer Success Engineering is also responsible for leading the prioritization of new learnings and insights into our product roadmap.

During post-sales, the Director, Customer Success Engineering is responsible for the end-to-end launch process and partner success. This includes providing necessary documentation, project plans, client setup-up, and technical guidance throughout onboarding, testing, launch. Director, Customer Success Engineering will also act as a technical adviser throughout the client lifecycle. This includes partnering with internal product teams on platform changes and/or product enhancements, and advises partners on optimal product configurations and guiding them through any required implementations.

Director, Customer Success Engineering must know our products inside and out as they work closely with operational leads to monitor key clients’ product performance and proactively surfacing growth opportunities. This requires maintaining close, and ongoing internal and external relationships, all while delivering results and exceeding business objectives.

Success in this role hinges on strong cross-functional relationships within OpenX. Additional internal teams, such as support, product, engineering, and marketplace management teams will be accountable for delivering on day-to-day execution. Stakeholders may also be located across various offices and time zones. The Director, Customer Success Engineering should stay abreast of all technical issues and work quickly and cross-collaboratively to flag, mitigate, and/or resolve any obstacles.

 

Qualifications: 

  • 8+ years of experience managing technical teams in Sales Engineering, Solutions Architecture, Solutions Engineering, Support Engineering or related field

  • Experience working with external clients in a sales environment; ability to assess needs, gaps, and wants 

  • Ability to identify all technical integration and deployment issues in the pre-sales stages 

  • Develop and deliver product demonstrations and technical presentations to partner prospects to close new business for OpenX

  • Highly articulate; can “talk tech” to existing clients and prospects at events. 

  • Highly articulate in both written and verbal communications; able to bridge the communication divide between technical and business teams 

  • Strong technical and business acumen; is able to bridge the communication divide between teams 

  • Proficient in presenting and interacting effectively with technical counterparts at clients as well as interfacing with business teams on an ad hoc basis 

  • Solid project management skills; able to drive cross-functional stakeholders to achieve a common goal 

  • Self-starter and problem solver data analysis and strong analytical skills; is one who thrives on innovation and driving ideas to completion 

  • Previous ad-tech experience that includes: development and troubleshooting of ad technology platforms on both supply and demand-side; understanding of Google’s DFP platform

  • Ad Tech experience in programmatic direct, private marketplaces, mobile, and/or video is strongly desired 

  • Deep expertise and troubleshooting with Internet technologies including JavaScript, JQuery, HTML, HTML5, XML/XSLT, CSS, Flash, API, Java, Python, and other internet/networking-related protocols as well as browser DOM management web

  • Mobile expertise and troubleshooting with SDKs. Android and iOS development experience and familiarity preferred.

  • Skilled in debugging tools for web and mobile app, such as Charles and Fiddler.

  • BS / BA desired, but not required in Computer Science, Engineering or related technical field 

  • Minimum 5 years of strategic-level experience in Advertising / Marketing technology deployments or similar

 

Desired Characteristics 

  • Creative problem solver and solution seeker who could map OpenX technology into the client's environment 

  • Self-starter who thrives on innovation and driving ideas to completion 

  • Effective problem solver and motivational people manager

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.