Manager, Platform Specialist (client servicing)- Night Shift

Position: Manager, Platform Specialist (Client Servicing)

Location: Gurgaon OR Remote

Shift Timing: 7:00 PM IST to 4:00 AM IST

A bit about you

We are seeking a Manager, Platform Specialist with 5-7 years of experience in Ad Tech/Digital advertising and at least 5+ years of experience in account management, client services, or customer success, preferably with international clients, especially US clients. The ideal candidate will have 3+ years of management experience, leading a team while mentoring and guiding team members in India. This role requires extensive client-facing experience (QBRs, standup meetings, etc) and a proven track record of managing client relationships across the customer lifecycle. The role will be based in India, and we expect this individual to work in the EST timezone (9 AM to 5 PM). This role reports to the Director, Platform Specialist.

You will:

• Direct and mentor a team of Platform Specialists, Coordinators and Operations, providing coaching and functional guidance, ensuring that team members are onboarded and fully trained on GroundTruths suite of products.
• Manage client-facing engagements, including regular quarterly business reviews, stand up meetings, client onboarding, customer support, campaign renewals, and upselling.
• Become an expert on all GroundTruth applications to provide consultative guidance and ensure the team is capable of delivering the best possible support and client engagement
• Oversee the day-to-day responsibilities of the Platform Specialist and Operations team, ensuring exceptional customer service and platform support
• Collaborate with the Director of Platform Specialists to scope the support and resources needed to achieve business objectives
•  Track and analyze team performance to ensure revenue, retention, and client satisfaction goals are consistently met or exceeded
•  Share best practices both internally and externally to elevate client engagement and team performance
• Act as the liaison between cross-functional teams (Sales, Product, Engineering, Marketing, Analytics, identifying opportunities for training, improving workflows, and driving operational efficiencies
• Possess strong customer success skills to understand client needs and provide consultative recommendations to enhance platform adoption and account growth
• Identify and address process improvements and operational efficiencies to increase customer satisfaction and drive platform adoption
• Lead the delivery of QBRs,reporting, client training sessions, and client feedback loops, ensuring continuous improvement and development of GroundTruth's Ads Manager platform
• Provide regular updates and forecasting to the leadership teams, ensuring transparency in team performance and progress against business goals

You have:

This is our ideal wish list, but most people dont check every box on every job  description. So, if you meet most of the criteria below and are excited about the opportunity, and willing to learn, wed love to hear from you.

• 5+ years of relevant experience in client-facing roles (Account Management, Customer Success, Client Services), with a focus on international clients, preferably US-based clients
• 3+ years of management experience with a demonstrated ability to mentor, lead, and inspire teams
• Experience in digital media, AdTech, performance marketing, or media sales, preferably in a role requiring the use of technical platforms (Twitter, Facebook, AdWords, DSPs, etc.)
• Strong client-facing skills with the ability to lead QBRs, training sessions, and high-level discussions with senior clients
• Deep understanding of mobile advertising and location intelligence
• Strong organizational and planning skills, with attention to detail and an appreciation of deadlines and goals
• Proficiency in Office Suite, Excel, PowerPoint or Keynote, and Salesforce
• Excellent presentation and communication skills, both written and verbal
• Ability to manage multiple tasks and meet deadlines in a fast-paced, dynamic environment
• Technical aptitude and eagerness to learn new technologies

You are

• Organized, detail-oriented, and adept at prioritizing and managing multiple tasks at one time
• Driven by your team's success and believe you play a direct role in your team's ability to succeed
• Dynamic, hard-working, and able to pivot direction quickly to keep up with business demand
• A strong communicator, written and oral, and are comfortable in engaging conversation with any level
• Able to think strategically courteously and responds swiftly to customer requests
• Able to hit and exceed quarterly performance expectations
• Able to handle high-stress and high-volume workloads. 
• Technically competent (understand software, hardware, networks, etc.)
• Motivated, goal orientated, and persistent, open to learning new skills and software
• Dynamic, problem-solving, and work well in a fast-paced environment
• Detail-oriented: the little things matter
• A team player and not afraid to roll up your sleeves and help when needed
• Self-sufficient and not afraid to take the lead and manage tasks independently
• Coachable and open to feedback
• Respectful: we treat each other with respect and assume the best of one another

Not afraid to have fun!

What we offer:

At GroundTruth, we want our employees to be comfortable with their benefits so they can focus on doing the work they love.

• Parental leave- Maternity and Paternity
• Flexible Time Offs (Earned Leaves, Sick Leaves, Birthday leave, Bereavement leave & Company Holidays) 
• In Office Daily Catered Breakfast, Lunch, Snacks and Beverages
• Health cover for any hospitalization. Covers both nuclear family and parents
• Tele-med for free doctor consultation, discounts on health checkups and medicines
• Wellness/Gym Reimbursement
• Pet Expense Reimbursement
• Childcare Expenses and reimbursements
• Employee referral program
• Education reimbursement program
• Skill development program
• Cell phone reimbursement (Mobile Subsidy program).
• Internet reimbursement/Postpaid cell phone bill/or both.
• Birthday treat reimbursement
• Employee Provident Fund Scheme offering different tax saving options such as Voluntary Provident Fund and employee and employer contribution up to 12% Basic
• Creche reimbursement
• Co-working space reimbursement
• National Pension System employer match
• Meal card for tax benefit
• Special benefits on salary account