Customer Support Manager

at  Profitero

ABOUT PROFITERO

Profitero is a leading global SaaS commerce platform that uses predictive intelligence to help brands anticipate, activate and automate their next best action to fuel profitable growth. Our technology monitors 80+ million products daily, across 1200+ retailers and 70 countries, helping brands optimise search placement, product content, pricing, stock availability, reviews and more. News outlets, including Good Morning America, The Wall Street Journal and Ad Age frequently cite and trust Profitero as a source of data for their stories. Now’s an exciting time to join our fast-growth business.
Profitero has recently joined Publicis Groupe (a $13 billion global marketing services and technology company) as a standalone commerce division, infusing our business with significant product development resources and investment. while giving our employees an incredible launchpad for their careers. Profitero’s tech and data combined with Publicis’ tech, data and activation services positions us to be a true end-to-end partner for helping brands maximise eCommerce market share and profits.
Come be a part of our fast-paced, entrepreneurial culture and next stage of growth.
Location: Hybrid role Winnersh Triangle (Reading) 3 days per week.

QUALIFICATION AND SKILLS:

• 2+ years of product support or client service experience
• Excellent organisation, problem solving & prioritization skills
• Passion for solving problems and taking action
• High degree of proficiency in Excel
• Prior experience technology / software company a plus
• European language skills desirable for EMEA based roles (primarily German and French)
  The above lists are not exhaustive and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post.

• Engage directly with customers to ensure excellent levels of service
• Work with Account Management, Insights, and Technology team to ensure customer success
• Project manage internal and external resources to achieve desired outcomes
• Become a product expert on Profitero’s eCommerce analytics platform
• Help customers organize and code their data in our Product
• Assess data for completeness, integrity, and accuracy
• Provide clear and prompt communication with customers through support calls and emails
• Manage workload and overlapping priorities to meet scheduled deadlines and commitments
• Diagnose and resolve data related challenges our customers may encounter
• Identify and track support issue progress through our help desk system
  The above lists are not exhaustive and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post.