Liftoff is the leading growth acceleration platform for the mobile industry, helping advertisers, publishers, game developers and DSPs scale revenue growth with solutions to market and monetize mobile apps.
Liftoff’s solutions, including Accelerate, Direct, Influence, Monetize, Intelligence, and Vungle Exchange, support over 6,600 mobile businesses across 74 countries in sectors such as gaming, social, finance, ecommerce, and entertainment. Founded in 2012 and headquartered in Redwood City, CA, Liftoff has a diverse, global presence.
ABOUT THIS ROLE:
As a Technical Account Manager, you will play a critical role in the success of our Vungle Exchange customers around the globe with a hyperfocus on our clients in the APAC region. Technical Account Managers serve as client-facing experts on the technical inner workings of the Vungle Exchange. Your job is to use your tech skills and customer service abilities to support our clients. This includes answering their questions, helping with technical setups, showing them the best ways to use our products, and solving any tech issues fast.
This is a high-profile role within the growing Vungle Exchange organization. We are looking for a self-starter who is comfortable working through ambiguous problems, has experience establishing new processes, and possesses a ‘no problem too big or small’ attitude. Curiosity, urgency and a desire to learn and teach others will go a long way in this role.
RESPONSIBILITIES:
- Become an expert on the Vungle Exchange, including all features, limitations, future-releases and work-arounds
- Collaborate with Demand Partner Managers to build robust partnerships while ensuring technical requirements and best practices are met
- Work directly with technical and non-technical customer contacts across the globe to address technical questions via video chat, Slack, email, and in-person
- Manage client expectations through frequent and clear communication
- Diagnose, reproduce, and resolve technical issues related to ad bidding mechanics, ad markup, and ad delivery on-device
- Escalate issues and collaborate with Product and Engineering teams to deliver technical solutions
- Analyze reporting data to proactively identify revenue-impacting issues facing and areas of opportunity
- Support third party integrations by harmonizing platform specifications, overseeing launch testing, and maintaining relationships with technical contacts
- Create internal and/or external documentation and processes for common issues and tasks
REQUIREMENTS:
- Bachelors Degree
- 5+ years of experience working at an agency trading desk, DSP, SSP, or ad exchange
- Deep knowledge with the OpenRTB protocol and VAST and MRAID specifications
- Excellent troubleshooting skills and experience with Charles proxy, HTML/Javascript, JSON, XML, HTTP protocol and headers, ad tags, and ad servers
- History of resolving reporting discrepancies and data issues
- Business language proficiency in Mandarin and English is essential for this role as the target customers are located in the Greater China Region (GCR) and our work environment is in English.
- Experience writing and running SQL queries in Looker or other SQL tools
- Relevant experience with SDKs, MMPs, SKAN, CPI, and ROAS, specifically in mobile advertising is preferred
- Basic knowledge of inventory transparency frameworks and industry privacy policies (GDPR, TCF, CCPA, ads.txt, viewability, etc.)
- Ability to read and write technical documentation
- Proven relationship builder that is comfortable working directly with clients to resolve issues quickly over WeChat, video chat, Slack, email and in-person
- Ability to collaborate with Product team members to drive platform innovation, ensuring the RTB platform satisfies or exceeds market needs
- Ability to recognize business usage and utilize capabilities within third party vendor services
- Ability to travel internationally 1-2 times a quarter for client engagements and company events.
