Product Support Specialist, Implementation

At MNTN, we put our people first, full stop. This allows our company culture to be defined by our team members, and their shared values, like trust, ambition, quality, radical honesty, and compassionate leadership. It’s why we all really love working for the Hardest Working Software in Television™ (and also why we were named one of Ad Age’s Best Places To Work in 2024.)

We pride ourselves on bringing unrivaled performance and simplicity to Connected TV advertising. Our self-serve technology makes running TV ads as easy as search and social and helps brands drive measurable conversions, revenue, site visits, and more. It’s what led MNTN to being named one of Fast Company's Most Innovative Companies in 2023. You can learn more about us and everything we do by visiting https://mountain.com/.

So if wanting to do more, own more, and make a bigger impact comes naturally to you, then you may just the person we're looking for to join us on our next stage of growth. 

We’re looking for a Product Support Specialist to join our Customer Experience Team at MNTN! Your mission as a Product Support Specialist at MNTN is to provide a world-class support experience for our customers within the low-touch support model. You will own a cohort of customers who have not yet launched their first campaign. Your goal is to keep them on track to launch their campaign. While your customers should primarily interact with our product and library of educational tools, you will support your cohort of customers who are stuck. Your goal is to remove barriers, answer questions, provide tutorials and support them as they go live with their first campaign. 

You will support customers who are primarily engaging in an automated experience with our product. You’ll answer their questions via support tickets, educate them via just-in-time tutorials and send resources to support their next milestone. 

What you’ll do

• Point customers toward the library of educational tools and technical support resources that will help them to successfully implement and utilize our platform/features to address their goals and objectives
• Understand the customer you are supporting and their unique goals and objectives, provide support that is aligned with their specific needs
• Understand our integrations capabilities with 3rd party platforms such as Google Analytics, Rockerbox, North Beam, Liveramp, etc. and guide technical stakeholders in the integration of those tools with MNTN
• At scale, provide customers with training materials, guides and tutorials that help educate them about how to best use our product offerings and launch their campaign
• Get customers unstuck, drive towards launch, create urgency and remove barriers 
• Respond to all inbound customer inquiries in a timely manner, consistent with our KPI’s
• Work to remove any blockers that are delaying or compromising your customer from launching their campaign
• Achieve our monthly OKRs including time to go-live, CSAT and product adoption

What you’ll bring

• Attention to detail, ability to work quickly without letting your quality of work falter 
• Technical aptitude, an understanding of the MNTN best practices, along with an understanding of our technical integrations and how they bring value to customers, strong CTV industry knowledge  and ability to speak to trends
• Ability to make complex topics easy to digest, create excitement and focus around a topic for your customer 
• Adaptability to changes both in the platform and on the team 
• Flex to the needs of the customer, always putting the customer first 
• Can-do attitude, say yes to challenges and seek solutions
• Scrappy, don’t continue to solve the same problem over and over again, fix it
• Support our desire to scale, bring ideas on how we can support our customers with less human touches while upholding a high standard of customer service and support

MNTN Perks:

• 100% remote  
• Flexible vacation policy
• Annual vacation allowance for travel related expenses
• Three-day weekend every month of the year
• Competitive compensation
• 100% healthcare coverage
• 401k plan
• Flexible Spending Account (FSA) for dependent, medical, and dental care
• Access to coaching, therapy, and professional development

About MNTN:

Our recruiters will always reach out using an email address ending with @mountain.com [email protected]. If you’re contacted by someone without that address and they mention a Reference Code (which we never use), then that ain’t us folks. Tell those trolls to take a hike–you’re waiting to climb a MNTN.

MNTN provides advertising software for brands to reach their audience across Connected TV, web, and mobile. MNTN Performance TV has redefined what it means to advertise on television, transforming Connected TV into a direct-response, performance marketing channel. Our web retargeting has been leveraged by thousands of top brands for over a decade, driving billions of dollars in revenue.

Our solutions give advertisers total transparency and complete control over their campaigns all with the fastest go-live in the industry. As a result, thousands of top brands have partnered with MNTN, including Build with Ferguson Master, OneWheel, Tarte, Decked, and National University.

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