Customer Success Manager IV

$151,840 - $168,480/Yr

Aquent - Los Angeles, CA

Full-time

Los Angeles, CA

Administrative and Support Services

About the position

The Developer Success Manager is responsible for coordinating and executing a program that supports developers on the client's platform. This role involves tracking project progress, assisting with scheduling, and communicating with team members and management. The position aims to provide education and support to third-party partners regarding non-technical issues, ultimately ensuring developers have the necessary information for safe and positive user experiences.

Responsibilities

• Support various projects and programs aimed at improving operations and understanding of compliance requirements for third parties.
• Assist the Program Manager with problem solving, providing guidance, and access to necessary tooling.
• Work closely with 3P Vendors to provide support, meet quality assurance, provide training, and execute the program.
• Understand gaps and support in determining solutions, guiding decision-making conversations, and leading implementation of best solutions.
• Coordinate deadlines on all deliverables, assist in coordinating schedules, take notes in meetings, and update roadmaps accordingly.
• Monitor, assess, and communicate regulatory changes, emerging compliance risks and trends, and new self-serve features to key partners and stakeholders.
• Assist business, operations, and other key stakeholders in responding to escalations from leads by conducting, compiling, and presenting research as required.
• Measure and report progress of the program, identifying areas of improvement and driving projects focused on gaining operational efficiencies.

Requirements

• Works well independently and is a strong team player.
• Previous program management, customer service experience, account management, compliance, and/or operations experience.
• Excellent verbal and written communication skills, with experience writing concise posts, longer documents, and making presentations.
• Comfortable leading meetings with key strategic partners and troubleshooting issues.
• Ability to present updates in large team meetings.
• Computer knowledge and proficiency in various programs such as Google Suite, Excel, and project management tools like Asana.
• Previous experience working with developers, clients, third parties, integrity, and compliance.

Nice-to-haves

• Experience in tech (preferred).

Benefits

• Target hiring compensation range of $73 to $81 an hour, based on education, relevant work experience, relevant certifications, and location.