Partner Success Manager
Summary
GumGum is a global technology and media company specializing in contextual intelligence. For over a decade, we have applied our proven machine learning expertise to extract value from digital content for the advertising industry. The company’s contextual advertising engine, Verity™, comprehends the meaning of text, images and video online, allowing marketers to safely and precisely place ads where people are most engaged. Combining that contextual targeting and brand safety intelligence with proprietary high-impact ad formats, GumGum’s advertising solutions deliver industry leading efficiency, accuracy and performance.
The Partner Success Manager is the dedicated day-to-day contact for a subset of publisher partners, owning GumGum’s Zendesk support system and optimizing workflow automations to maintain efficiency across inbound support requests within Publisher Development. Reporting to the Sr. Director, Supply Partnerships, this role is the backbone of GumGum's greater partner network and plays an essential role in retaining existing partners and deploying growth initiatives at scale.
The Partner Success Manager is a multi-functional role that supports existing accounts while proactively unlocking opportunities for expansion.
The Partner Success Manager possesses a passion for customer success and strives to become an expert in the Ad Tech industry while helping to automate our inbound partner support cue.
Please note, GumGum is only open to hiring remote candidates who are residents in the following states: AZ, CA, CO, CT, FL, GA, IA, IL, IN, KY, MA, MD, MI, NJ, NY, OH, OR, PA, TN, TX, UT, VA, WA, and MN.
Responsibilities
- Manages day-to-day publisher partner support in Zendesk, including new partner onboarding, resolving account issues, and answering questions within our standard SLAs.
- Fully supports publisher onboarding implementations - working closely with GumGum’s solutions engineering and partner management teams.
- Escalates inbound technical issues to Solutions Engineers as needed while managing external partner communications & expectations.
- Tracks inbound support requests to identify trends and reports findings upstream.
- Develops operational processes that help to improve inbound FAQ while delivering on established turnaround times.
- Monitors daily reporting to identify trends or uncover possible issues
- Proactively identifies partner growth opportunities and presents them externally to help drive new revenue via upsells.
Minimum Qualifications
- BA/BS degree in Business (Advertising/Marketing) or similar experience
- 2-4 years experience in digital media/ad tech, with exposure to a network, exchange, or SSP environment
- Experience in an account management role within ad tech creating solutions on behalf of clients.
- Experience with JIRA, Zendesk, Google Sheets, and ticketing systems.
- Ability to analyze data to spot trends
- Familiarity with the media industry, digital advertising, the lumascape and ad tech
- Ability to breakdown complex problems and appropriately articulate them to the necessary parties
- Experience in Excel, PowerPoint, GSuite applications. (Jira & Google Ad Manager are a plus)
Benefits & Perks
- Medical Coverage including 100% premium coverage for employee + spouse/family
- Vision Coverage including 100% premium coverage for employee + spouse/family
- Dental Coverage including 100% premium coverage for employee + spouse/family
- Flexible Spending Account (FSA)
- Employer-Matched 401(k) Retirement Plan
- Life Insurance and AD&D
- Business Travel Accident Insurance
- Short-Term and Long-Term Disability
- Stock Incentive Program (role dependent)
- Paid Parental Leave - Birth parents can receive up to 16-18 weeks for birth recovery and baby bonding. Non-birth parents can receive up to 10 weeks for baby bonding
- Transitional Return-to-Work Schedule
- Modern Family Support: Cleo App
- Employee Assistance Program
- Legal and Identity Theft Protection
- Student Loan Repayment Assistance
- WFH Stipend
- Wellness Reimbursement
- Flexible Time Off
- Veterinary Discounts
- WeWork Monthly Pass
- Pet friendly organization - We love our fur babies! Check us out on Instagram @dogsofgumgum
- Incredible work/life balance with a collaborative and friendly work space
- A team that has transitioned to remote work impressively, and remains highly collaborative and connected
- GumGum Gives Back volunteering opportunities
- Virtual company events and (optional) in-person celebrations
- Virtual monthly team bonding events
- Anniversary recognition and awards
Career & Development Focus
- Ongoing learning and development for education opportunities such as webinars, books, classes, relevant conferences and events
- Opportunities to pursue business related side projects and yearly Hackathon
- Highly encouraged to contribute to open source software, including our own open source software
- Environment of learning from peers, including meetups, presentations and blog posts
- Opportunity to work with cutting edge technology
- Life Skills sessions - geared towards the whole life/ health / person
- Leadership Bites Dinner Series - connecting current and future GumGum leaders over great food and meaningful conversation
- The VOICE Coalition - through our council committee, The VOICE Coalition’s mission is to build an equitable, supportive, and inclusive culture where all voices are heard and all differences are celebrated through thoughtful, engaging, and authentic programming and community involvement. We’ve created awareness and appreciation for our employees through Hispanic Heritage month, Women of GumGum, Asian Pacific American, GG Pride, etc.
Optional return to office: Our big vision for our futuristic “Farmhouses” in 2022!
- Offices will now be referred to as the “GumGum Farmhouse” -- a futuristic space centered around a bigger purpose: flexibility, sustainability, community, and growth!
- GumGum will continue to be a flexible/remote-friendly environment, however, offices will re-open in 2022 for any employees who choose to come in to collaborate, participate in an event, host your clients, contribute to our growing of plants/herbs/vegetables/etc.
Our Values…
Thoughtful…We listen to understand different perspectives, show everyone respect, and relentlessly seek solutions for our clients (internal and external)
Agility…We are quick, nimble, and change direction gracefully, while maintaining control.
Grit…We bring energy and perseverance to everything we do.
Our Culture...
GumGum expands globally! Our company recently acquired JustPremium, a European-based company that utilizes creatives as a means to develop digital environments. JustPremium’s rich media is one of the largest in the world, and brings forward higher performing ads that adds value to GumGum’s already thriving contextual intelligence. With this acquisition, we now have 375 + employees globally, as well as new market expansion including Germany, France, Spain, Netherlands, Belgium, Sweden, Denmark, and Mexico. Together we will become the most powerful global solution for a cookieless future through contextual technology and high-impact creatives.
GumGum recently earned LA’s Best Places to Work Award in 2021 by BuiltInLA, and Inc. Magazine’s Best Places to Work in 2020 and it’s no surprise why. With company-sponsored social hours, annual holiday celebrations and on-site gatherings, GumGummers enjoy a fun, creative and collaborative workplace. We provide ourselves on our strong track record of giving employees the autonomy and support they need to succeed.
Check us out on Instagram: @gumgum