Customer Advocate Team Lead

2 months ago

New York, United States Conductor Full time

**New York, NY**

**Customer Advocate Team Lead**

**Location: New York, NY, OR Remote Option (**Open to working East Coast/EST hours)**

Its an exciting time to join Conductor as we just raised $150 million at a $525 million valuation to build out our technology and acquired Content King - the worlds first real-time website auditing and monitoring platform.

Conductor is seeking a customer centric, results oriented support guru who thrives on providing support through many different channels of communication including email, phone, chat, and forums. The ideal candidate is a self-starter who possesses fantastic troubleshooting skills, is driven to help customers, and has the ability to dive deep into a new product to learn it inside and out.

**Responsibilities:**

* Act as the liaison between Customer Support and Engineering, own the resolution for complex issues

* Develop deep expertise in web analytics solutions, such as Adobe Analytics and Google Analytics

* Become a knowledge expert around Conductors collection pipelines, including SERP, HTML, & Analytics.

* Develop an understanding of how Conductors API functions and act as a liaison with customers trying to integrate our data into their Business Intelligence tools

* Act as an escalation point for the rest of the Customer Knowledge & Support team

* Lead successful web analytics integration projects, demonstrating effective project management skills

* Develop a deep knowledge of the Conductor platform to remove technical barriers for our customers

* Serve as a technical expert to Conductors Customer Success, Sales, and Product teams

* Identify and differentiate product and service issues with an ability to quickly identify the core issue and define the path to resolution in a timely manner

* Provide support for all technical queries from customers related to Conductors platform via live messaging/chat and asynchronous channels as well as providing resolution for escalated technical issues

* Collaborate with senior leaders to assist with high-profile issue resolution

* Work closely with the Product and Engineering teams, providing customer feedback to improve the product and taking smaller manual tasks off of the Engineering teams plate that is required for troubleshooting certain data quality issues.

* Share best practices with the rest of CK&S (and the rest of Customer Success) in order to expand the range of issues other Customer Advocates can handle

**Required Skills:**

* Bachelors degree

* 4+years experience in a customer-facing, technical role, preferably supporting enterprise-level Customers

* Experience communicating complex topics to technical and non-technical audiences

* Excellent organizational, written, and oral communication skills. You must be comfortable leading complex discussions with high-profile Customers. Must have the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious.

* A strong sense of urgency, ownership, and accountability

* Demonstrated knowledge of SQL, Excel, APIs, integrations, and relational databases, and a proven ability to learn new technologies quickly.

* Ability to empower end-users to support themselves using our knowledge base

* Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation

* Ability to organize and prioritize responsibilities under pressure

* Familiarity with cloud-based architecture

* Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation

* A desire to learn, master, and teach

* Beginner to intermediate understanding of Google Analytics/Google AdWords/Google Search Console, or other SEO or marketing automation platforms

* Familiarity with RESTful APIs and data interchange formats such as JSON, XML

**Preferred:**

* Bachelors degree in Engineering, Computer Science, or related field or equivalent experience

* Familiarity with HTML, XML, JavaScript, CSS and SQL

* Experience with Google Analytics, Adobe Analytics, IBM Digital Analytics & Webtrends

* Experience troubleshooting in a SaaS environment

*Conductor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.*

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