Position Summary
Lead and manage a global Solution Engineer team.Role and Responsibilities
Location: Samsung Electronics America, Inc. – 85 Challenger Road, Ridgefield Park, NJ 07660, telecommute permitted
Duties: Lead and manage a global Solution Engineer team. Own the customer's technical relationship with a focus on increased adoption, retention, growth and overall customer satisfaction. Act as a liaison to handle technical escalations from internal or external users across the various ad platforms, ensuring a quick turnaround and resolution. Guide the customers in their Samsung Ads platform adoption journey. Take initiatives in identifying growth opportunities. Respond to technical concerns and problems, ensuring smooth implementation and launch. Manage customer expectation to achieve a high customer satisfaction. Guide and create Service Level Agreement (SLA) and prioritization framework for inbound requests. Lead and create ticketing framework using existing tools, or license new tools to build framework. Manage and create feedback loop to product and engineering leads about components which need to be improved or upgraded to prevent future issues. Lead and communicate with clients and internal teams to explain products and implementation schedules. Lead, define and maintain a set of dashboards to anticipate customer needs and possible issues. Manage and build a Knowledge Management platform to effectively answer customer questions and concerns. Telecommute permitted.
Requirements: Bachelor’s degree in Computer Science, Computer Engineering or related field and 10 years of progressive, post baccalaureate experience as a Principal Professional I (M) or related occupation in directing technical account management, technical support, and sales engineering teams within tech advertising industry; experience with programmatic ecosystem, openRTB, VAST video; strong leadership and people management skills with the ability to manage, influence and collaborate with global teams; and experience with managing projects, including prioritizing and working alongside cross-functional teams.
Travel requirement: 10% domestic/international travel required
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Skills and Qualifications
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