Product Specialist

Rochester, NY
Job post date:
August 13, 2018


Adventive is looking for a technically savvy Product Specialist who will be responsible for front-line customer support. Candidates must be excellent communicators with good analytical, creative and problem-solving skills.

Responsibilities and Duties

  • Drive adoption of the Adventive platform, our products, formats, and features with customer's creative teams and partners
  • Become an Adventive product expert, providing ongoing consultation, training and support to customer creative teams and partners
  • Build and provide high-level consultative relationships with customers while delivering training sessions for ad design and building, campaign management and more
  • Own efficiency-improving projects such as: template production, workflow documentation, sample ad creative and galleries, and more
  • Provide technical and creative support to users, account managers and others via web, phone and email
  • Prioritize and managing a queue of incoming customer requests
  • Identify sales opportunities and educating users to increase revenue
  • Open bug reports and communicating product issues in a clear and comprehensive manner
  • Creative production including editing, updating and packaging Photoshop files and other creative assets
  • Work with customers to develop and document new creative workflows and behaviors to improve utilization of the Adventive platform
  • Educate customer stakeholders by preparing and providing reference materials such as: guides, use cases, best practices, articles, videos, and more

Qualifications and Skills

  • 2+ years working in customer support or ad operations, preferably for a SaaS or technology vendor
  • 1-3 years experience building relationships with clients
  • Strong communication skills: ability to educate clients and present software externally and communicate client statuses, progress and blockers internally
  • Proficient in Photoshop and similar design tools; knowledge of video editing tools a plus
  • Ideal candidate will have excellent troubleshooting skills and strong attention to detail
  • Ability and experience taking proactive ownership of projects and tasks
  • Exceptional communication (both written and verbal) & interpersonal skills
  • Self-driven and self-educating individual with excellent organizational skills
  • Ability to multi-task in a fast-paced, demanding work environment

Preferred Experience

  • Familiarity with commercial 3rd party and 1st display ad serving platforms such as DFP, DCM, Google Web Designer, etc..
  • Knowledge of customer service platforms such as Zendesk and issues tracking software such as Jira
  • Understanding of HTML5 display and video advertising ecosystem

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