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Technical Account Manager (Remote)

  • Marketing and PR, Advertising and Creative Media Jobs
  • Management (incl. project, product management & human resources)

Description

Who we are:

At Wunderman Thompson, we exist to inspire growth for ambitious brands. Part creative agency, part consultancy, and part technology company, our experts provide end-to-end capabilities at a global scale to deliver inspiration across the entire brand and customer experience.

We are 20,000 strong in 90 markets around the world; our people bring together creative storytelling, diverse perspectives, inclusive thinking, and highly specialized vertical capabilities to drive growth for our clients. We offer deep expertise across the entire customer journey, including communications, commerce, consultancy, CRM, CX, data, production, and technology.

Who we are looking for:

Wunderman Thompson Data (WTD) is seeking a Technical Account Manager (TAM) to serve clients by identifying needs and opportunities, then providing technical expertise to support our digital data products. The TAM will engage with inter-agency and external customers, partners and vendors to ensure on time and accurate delivery of WTD products and solutions. 

 

 

What you’ll do:

  • Customer Service | Proactively manage customers, partners and vendors to guarantee delivery of WTD digital solutions within established service-level agreements, trouble-shooting directly with DSP/DMP/SSP/ESP partners when needed. Facilitate regular, proactive communications with Activate partners to maintain customer satisfaction.
  • Collaborate| Monitor, assess and communicate product and process issues to departmental leads. Provide support to Business Development team for internal and external sales inquiries. Participate in product and system testing as required. Work with Technology on enhancements for and stability of AmeriLINK Activate. Work with a variety of 3rd party vendors to enable client solutions
  • Process| Ensure proper set-up of accounts, provide ongoing training and support to users. Identify current and future customer service requirements. Develop a comprehensive knowledge of each Activate partner integration and monitor integration scale.  Maintain accuracy of technical operational process documentation.
  • Support| Field inbound product and service inquiries and provide technical support and documentation. Maintain technical user guides, sales reports and customer records.  Produce monthly platform data usage revenue reporting for Sales and Finance. Participate in product and system testing as required. 

Specific Requirements

Who you are:

  • Problem Solver | Digs in and simplifies how to work around problems, asking "why not?" and "how can we make this better?".
  • Self-Motivated | Able to stay motivated and active through workload ebbs and flows. Takes initiative and hungry to learn.
  • Open and collaborative | Our team is close-knit and supportive and we’re working with a lot of unknowns – you must champion of team environments that are comfortable and encouraging.
  • Optimistic and resilient | Dig in and figure out how to work around problems. Yes and why not posture. Takes care of self and team. Balance needed to maintain stamina and positivity.
  • Ego-less | We all wear the hats that need wearing, it’s a mentality that makes the team successful.

 

 

 What you’ll need:

  • 2-4years’ experience in technical account management.
  • Experience in digital marketing principles including, programmatic ecosystems, campaign management, email marketing, data. modeling and segmentation and campaign measurement and attribution. 
  • Exceptional customer service skills.
  • Proficiency in Microsoft Teams, Word, Excel, PowerPoint and Tableau. 
  • Familiarity with Jira and agile methodology and product marketing principals.
  • Demonstrate general knowledge of data privacy, data handling and data classification.
  • General understanding of campaign management.
  • Ability to take direction from multiple people, prioritize and manage tasks, make good decisions with minimal supervision, and meet deadlines in a high-volume workload environment.
  • Ability to work in highly dynamic and changing environment.
  • Strong problem solving and analytical skills, ability to be flexible and resourceful.
  • Detail-oriented related to data entry, problem solving, and information/process analysis.
  • Have excellent interpersonal, communications, and customer service skills.
  • Must have a positive attitude, be assertive, and aspire to be the best.
  • Contribute to an energized, collaborative, and entrepreneurial environment.
  • Stay current in trends and developments in online advertising and related industries.

Hard Skills

  • Document management
  • Advanced Excel Skills (queries, pivot tables, formulas, macros)
  • Product development
  • Account management
  • Marketing plan development

Soft Skills

  • Communication
  • Problem-solver
  • Team-oriented
  • Skilled Collaborator
  • Self-motivated