NA Publisher Services Manager - Client Services

DoubleClick develops the tools that advertisers, direct marketers and web publishers use to plan, execute and analyze marketing programs.

 

Responsibilities Include:

- Establish and maintain high quality and consistent global service delivery methodologies as indicated by a defined customer satisfaction measurement and follow-up process. Methodologies and processes must include the relationships, communications, and handoffs to/from other functions (Solution Services, Support, TAM, Education, Engineering, EMT, etc.).

- Develop global processes that ensure product feedback is provided to the Product Marketing and Engineering/EMT organizations in a systematic fashion.  This includes existing product issue trends, customer satisfaction by product, and future product enhancements. 

- Establish a staffing model based on key activities and new sales projections.

- Manage revenue and expenses in accordance with established budget.  This includes maintaining and effectively marketing a cohesive service offering portfolio, along with introduction of new services to grow revenue and match the market need, as applicable.

- Provide and foster an open, effective forum for exchange of ideas and learning?s among Global Support Managers and Staff and across ?white-spaces? within GTS, based in part on Employee Satisfaction feedback, GIFTS program submission ideas and other employee feedback mechanisms

- Uphold and promote the stated tenets of the GTS organization.

- Embrace and evangelize the importance of Continuous Improvement in the Support organization, meaning the gradual, unending quest for service excellence, doing little things better, and setting - and achieving - ever-higher standards.

- Create and maintain a culture in which employee development is paramount, and trainings on technical matters, ?soft? skills and industry best practices, are systematically and consistently scheduled and delivered, leveraging GTS programs where applicable.

- Encourage a high level of knowledge sharing in your organization and deliver two global sessions each year.

- Instil continuous improvement and quality initiatives throughout the organization with multiple inputs including customer satisfaction surveys, employee feedback, escalation root cause analysis, cross functional team input and other sources

- Set and manage to Key Performance Indicators for team to ensure that service levels are met.

- Initiate, respond to, and manage customer escalations from all sources, leverage the Business Escalation Program as necessary.

- Ensure training and development plans are in place for all team members, including soft and technical skills, as well as product training.

- Recruit, train, develop, and manage performance of team members by translating global strategy and objectives into local terms.

- Manage support-driven customer communication with customer-base. ? applies to EMEA ASP Support and Software support; may not apply to US ASP Support, as this work is undertaken by EMT.

- Work with Sales and Account Management to understand customer base and priorities, becoming directly involved with customers as necessary.  </p>

 

Qualifications:

- 5-7 Years in online advertising industry or similar industry

- Proficiency in at least one DoubleClick Ad Serving Product (DFA, DFP, DART Enterprise).

- Excellent analytical skills for identifying problems and

problem-solving skills

- Confident and assertive communicator, able to persuade others to a course of action

- Demonstrated initiative and resourcefulness

- Demonstrated ability to be flexible/adaptable in exercising

judgment

- Highly motivated individual with a proven ability to drive

projects to a successful and timely conclusion

- Ability to effectively deal with individuals at all levels of

the organization as well as with clients

- Sound and timely decision making ability

- Ability to work proactively

- Ability to multi-task and work to tight timelines.

- Negotiation and issue resolution with internal and external

stakeholders.

- Well developed presentation skills and excellent verbal and written communication skills