Customer Solutions Expert Helsinki

3 days ago

Helsinki, Uusimaa, Finland Tbwa ChiatDay Inc Full time
Job Description

The Customer Solutions Engineer role at Smartly is a dynamic and technical position that combines problem-solving skills with a passion for customer interaction and continuous learning. You will work with some of the largest and most advanced performance marketers in the world, solving their technical bottlenecks and developing innovative solutions that enhance the Smartly platform.

We are looking for experienced professionals who are adept at managing customer relationships and resolving complex technical challenges. The ideal candidate will leverage their technical expertise, organizational skills, and customer-centric approach to drive successful project outcomes and enhance customer experiences.

In this role, you will be part of a team that values creativity, autonomy, and mutual support. You will have significant freedom to execute within your area of specialty, with the expectation that you will reach out for help when necessary and be available to support others as a technical thought leader in the ad tech industry.

Key Responsibilities:
  • Technical Problem Solving: Utilize your technical skills to debug errors, review code, and solve customer problems by digging through databases to identify root causes. Develop scripts and automated solutions to tackle recurring issues.
  • Feature Development and Testing: Build and test features and integrations tailored to customer requirements. Share knowledge with product management to ensure useful features are rolled out to other customers.
  • Customer Account Management: Manage and nurture customer accounts through day-to-day communication and technical expertise. Plan online marketing strategies and corresponding technical requirements with the world's largest online advertisers.
  • Cross-functional Collaboration: Liaise with product, engineering, and customer success teams to find opportunities to productize features and provide valuable feedback. Ensure alignment with customer needs and technical feasibility.
  • Continuous Learning and Development: Develop your technical and marketing knowledge constantly to stay on top of the latest technology and industry trends. Participate in experimentation and testing to learn fast and improve your skillset.
  • Teammate Support and Training: Assist and train your teammates in understanding and handling technical issues. Foster a collaborative and high-performing team environment.
  • Technical Support for Sales and Customer Teams: Support the sales and customer teams with technical expertise, including automating their work and resolving client issues. Create prototypes to unlock revenue opportunities that aren't necessarily available yet in the main product.
  • Feasibility Assessment and Solution Design: Accurately assess the feasibility of technical requests, customer experience, maintenance needs, and risks to design the best solutions for customer needs.
Requirements and Qualifications:
  • Marketing Measurement: Experience with marketing measurement solutions. Proficiency in setting up Google and Adobe Analytics. Knowledge of MMPs such as Appsflyer or Adjust is a plus.
  • Cloud Knowledge: Working experience with AWS, specifically Lambda and S3.
  • Customer Engagement: Minimum of 3+ years of account management or other customer-facing experience in B2B SaaS businesses or agencies, preferably in the online marketing domain.
  • Communication Skills: Fluent spoken and written English (fluency in other major languages is a plus but not required). Strong communication skills to effectively interact with customers and internal teams.
  • Problem-Solving Abilities: Driven to combine customer management with solving complex problems using code. Strong analytical skills and a passion for learning and experimentation.
  • Technical Independence: Ability to create solutions independently with the technologies used at Smartly. Comfortable jumping into a project and using the necessary technologies to develop effective solutions.
  • Willingness to Travel: Ability and willingness to travel for meetings, conferences, and industry events.
  • Hybrid Flexibility: You'll be based in our Helsinki office at least 3 days per week.
What We Offer:
  • Inclusive Culture: Join a team of over 800 Smartlies representing more than 60 nationalities across 24 locations in 13 countries, we foster a culture built on trust, transparency, and open feedback.
  • Global Impact: Be part of a company making a global impact, directly influencing our customers and business growth.
  • Wellbeing Focus: Enjoy generous healthcare packages, mental health services, and a healthy work-life balance with paid holidays and family leave.
  • Total Rewards: Benefit from equity options, performance-based rewards, competitive compensation, and ample career development opportunities.
  • Hybrid Workplace: Experience a hybrid work model, balancing office and remote work, with the option to work abroad for up to 30 days.

Smartly is committed to being the best place to work for growth-minded individuals to thrive.

Apply Now and Shape Your Future with Smartly

About Us:

Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers. We are the only company managing creative and media for 700+ brands worldwide and $5B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms, and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.

Smartly is a multinational and diverse team of 650+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it.

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