American Advertising Federation of Des Moines

Technical Customer Success Manager

Company: Freeman Company

Full time
Posted: 10/05/2020
Des Moines, IA


About Us

We are a global company of thinkers, designers, and doers. Freeman partners with our clients to build a connection with their customers by creating brand experiences that are seamless, innovative, and immersive. From strategy, creative, and digital to logistics and event technology, our teams place the client at the center, helping them connect to people in meaningful and personal ways. What makes us unique is our collaborative culture, intuitive knowledge, global perspective, and personalized approach developed from our 90-year legacy as an industry leader. Freeman connects people to a universe of opportunities that create a spark, build understanding, and inspire action.


The Digital Technical Customer Success Manager is responsible for leading technical excellence in the deployment of Digital products in a live environment. This role works closely with the Digital Product, Digital Customer Success Implementation, and Event Technology teams to create and implement strategies which elevate on-site execution for Digital products as it pertains to hardware, software configuration, meeting room setup, and the in-room operator experience. The Digital Technical Customer Success Manager will lead on-site execution for Digital clients with multiple product deployments and unique strategic technical needs.

Essential Duties & Responsibilities

Exceeds customer expectations through the on-site deployment of Digital products, creating a seamless experience by identifying and assessing risks, and creating technical contingency plans

Serves as subject matter expert to the Digital Operations Customer Success team in regard to on-site software configuration, hardware specifications, in-room layouts, and operator training

Works with Digital Customer Success leadership to develop and implement strategies which promote excellence in delivery of Digital products and improvement of related processes

Works with Digital Product and development teams to create, maintain, and communicate best practices in regard to technical delivery of Digital Products Conducts technical training with Digital Operations Customer Success teams, Event Technology, vendor and union labor teams as required

Provides live technical troubleshooting and support to on-site teams to ensure excellence in on-site delivery of Digital products

Works closely with Digital Product and development teams on behalf of Digital Operations Customer Support to report, track, and manage software related bugs, incidents, and enhancements

Works with Growth, Digital Channel Sales, and Digital customers to develop event specific strategies to ensure successful on-site execution in situations with technically complex or unusual requirements.

Serves as on-site Lead for Digital Operations Customer Success for events with high technical complexity across multiple Digital products

Maintains deep knowledge of Digital Products and associated roadmaps

Maintains deep knowledge of Event Technology processes


Education & Experience

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed herein are representative of the knowledge, skill, and/or ability required.

Demonstrated strong interpersonal and communication skills across all levels of the organization.

Proven ability to communicate professionally verbally and in writing

Ability to communicate a technical message to a non-technical audience

Demonstrated technical writing skills to document SOP’s, training guides, and job aides

Ability to analyze data and develop actionable strategies.

Problem solving skills with a strong bias towards action and a sense of urgency.

Ability to collaborate with others.

Demonstrated technical skills including proficiency in: Windows OS, iOS, IP, HTML/HTML5/XHTML, CSS

Associate’s degree or equivalent experience 5+ years’ experience

Digital Operations Customer Success or related industry experience 5+ years’ hands on technical experience with Digital, AV, and software deployment 5+ years’ customer service experience

Diversity Commitment

At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.

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