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PMC: Technical Customer Success Manager

Penske Media Corporation, Remote, Work from USA

Content is the cornerstone to all we do, and our audience is why we do it.

Salary: Base + Benefits + 401-k

Level: Experienced (Non-Manager)

Duration: Full-Time


PMC: Technical Customer Success Manager

COVID-19 HIRING UPDATE: We have transitioned to a remote work model and are continuing to hire during this time. This role is expected to begin as a remote position. We appreciate this is unprecedented times and will work closely with you, taking into account your individual circumstances.

At Penske Media Corporation (PMC), content is the cornerstone to all we do and our audience is why we do it. We are passionate about connecting our audience—the world’s top business leaders, creatives, and influencers—to the very best in print, digital and video content. Our dedication to the audience experience results in loyalty and trust in PMC and its iconic brands including Rolling Stone, Variety, WWD, and many more.

We have grown five-fold over the last five years and we need a Technical Customer Success Manager to help maintain great, high quality websites and collaborate with a team of talented people who are thoughtful, inclusive, respect each other, and who tackle hard problems. You’re an enthusiastic self-starter who is passionate about making complex technology easy to understand and care deeply about customer relations and their experience.

This position can be based in our West LA headquarters or can be remote in the following states: Arizona, California, Colorado, Delaware, Idaho, Illinois, Maine, Massachusetts, Nevada, New York, Texas.

What is the job?

  • Assist with brand licensing teams to onboard and support B2B customers, including assisting with transfer of brand assets and website code, assist with technical questions about website setup and configuration, work with PMC developers to create functionality to better support magazine licensees
  • Handle privacy operations, including working with departments to keep our consumer data maps up-to-date, communicating policy changes or reminders to department leads, handling incoming user requests around data privacy, and helping to define solutions and improve processes related to our data privacy program. Don’t worry if you haven’t done this before, it’s a new field and we will train you!
  • Coordinate privacy and licensing related dev work with engineering; if you have the technical skills to do some of the development yourself—great! For any work that falls outside of your comfort zone you will have engineering support.
  • Act as a technical liaison between Customer Service and engineering teams for our paid subscription products, adding a deeper level of technical troubleshooting and problem solving

Responsibilities

  • Working across multiple customers and clients, identify themes or connected issues that could result in proactive solutions or product development to improve customer experience
  • Work hands-on with product, engineering, project, subscription marketing, and subscription operations on upcoming roadmap items to help understand implications on customers and clients, and input during the development process
  • Help communicate to external customers and internal clients about upcoming changes to their products and toolsets
  • Provide detailed reviews of service disruptions and metrics
  • Provide proactive status updates to required parties
  • Manage a diverse workload of priority items, and be comfortable context switching throughout your normal workday. You must be flexible and able to prioritize tasks..
  • Use your experience and analytical skills to prioritize the diverse workload based on a number of factors including impact, customer tier and account history

Qualifications

You don’t need to check every box for the experience below. If you are passionate about this opportunity, we would love to hear from you.

  • Minimum 2 years’ experience in account management, customer success, sales engineering, or similar role. You understand the customer and also the tech.
  • Demonstrated communication skills, including confidence and comfort over the phone and in front of audiences both small and large
  • Strong personal organization skills, as well as prioritization and time management skills
  • Ability to manage multiple, complex, high-priority tasks and situations across multiple accounts
  • Proven ability to adapt to new technologies and learn quickly
  • Strong ability to translate ‘technical-speak’ into language non-technical customers and clients will understand
  • Intermediate to advanced PHP and WordPress development skills (you’ve set up a WordPress site from scratch before and written a theme or plugin)
  • Strong troubleshooting and debugging skills (you can figure out why somebody can’t log in to a website, or why they may not have received an email)
  • Working knowledge of SQL and comfortable parsing logs
  • Experience working with remote working teams
  • Preferred: Comprehension or experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations

The Hiring Process

Your resume will be reviewed within a week of us receiving it. Every round of interviews is designed to give you an opportunity to meet members of our team and ask questions. The first round interview will be with the Vice President of Technology and will focus on general experience and approach to work. The second round are more focused on specifics, with one being deeper technical questions and the other focusing more on how you like to work. Occasionally there will be a third round with an additional member of our team. There are no coding tests, brain teasers, or algorithm challenges. We want to know about you and what working with you will be like.

ABOUT PMC

PMC is a leading independent global media and information services company whose award-winning content attracts a passionate monthly audience of more than 310 million. Since 2004, Penske Media has been a pioneer in digital media and a platform innovator, reaching viewers on all screens across its ever-growing constellation of iconic brands, which includes Deadline, Variety, Rolling Stone, Billboard, The Hollywood Reporter, VIBE, WWD, SHE Media, Robb Report, Sportico, BGR, ARTnews, Art in America, Fairchild Media, and Spy.com, among many others. PMC’s journalists and content creators deliver daily the most comprehensive news and information in their industries and areas of coverage, unequaled in ambition, depth and courage. Headquartered in New York and Los Angeles with additional offices in 14 countries worldwide, PMC believes companies should not only be profitable but also forces for good.To learn more about PMC, our 2% Foundation, and our portfolio of brands, please visit www.PMC.com.

About Penske Media Corporation

Penske Media Corporation (PMC) is a leading digital media and information services company whose award-winning content attracts a monthly audience of more than 260 million a month and reaches users in more than 175 countries as well as a collective 390 million social media followers. The company houses a constellation of globally prominent and legendary brands, including Variety, Rolling Stone, Deadline.com, WWD, Robb Report, SHE Media, BGR, IndieWire, Beauty Inc, Sourcing Journal, TVLine, FN, BlogHer, HollywoodLife, Gold Derby, and SPY. PMC delivers exceptional content to consumers, business leaders and organizations around the world across multiple platforms: digital, mobile, social, print, video, broadcast, and dynamic live events. Headquartered in New York and Los Angeles with additional offices in 11 countries worldwide, Penske Media is the way global leaders and influencers are informed, connected, and inspired.

Penske Media Corporation

Want to learn more about Penske Media Corporation? Visit Penske Media Corporation's website.