Our Customer’s mission is to give people the power to build community and bring the world closer together. Through their family of apps and services, they are building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.
We are seeking a
Developer Success Manager on a
contract basis to support our Customer's business needs.
This role is remote in the following locations: Burlingame, San Francisco and Los Angeles, CA, Austin, TX and New York, NY.
The Developer Success Manager is responsible for coordination and execution of a program aimed to provide support to Developers on the platform. Everyone is an owner on the team, so running a program or project also includes tracking and monitoring of project progress with regards to deadlines and needs, assisting in scheduling and logistical coordination, communicating frequently with team members and management, writing summaries and sending status updates. This is an exciting opportunity to support 3rd parties (big name partners) by providing education and support regarding critical non-technical issues. The project ultimately supports the success of the developers in the ecosystem, ensuring they have the necessary information they need to ensure safe and positive experiences for users.
Responsibilities
- Support various projects and programs aimed at improving operations and understanding of compliance requirements for third parties
- Support the Program Manager with problem solving, providing guidance, access to necessary tooling
- Work closely with 3P Vendors to provide support, meet quality assurance, provide training and ultimately execute the program
- Understand gaps and support in determining solutions, guiding decision making conversations and then leading implementation of best solutions
- Admin: coordinate deadlines on all deliverables, assists in coordinating schedules, take notes in meeting and updating roadmaps accordingly, keeping clear record of dependencies, deadlines and monitoring progress against those deadlines
- 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.
- Assist with measuring and reporting progress of program, identifying areas of improvement and driving projects focused gaining operational efficiencies
- Travel within the US is required and potentially international.
Qualifications
- Bachelor's degree in a technical, liberal arts or business-related field
- 8-10 years of experience
- 4-5 years of experience in workflow management related to customer support
- Conflict resolutions skills or escalation management for resolving issues
- Experience in tech (preferred)
- 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, experience writing up short and concise posts, longer docs and making presentations, as well as verbally explaining complex requirements
- Comfortable leading meetings with key strategic partners and troubleshooting any issues
- Ability to present updates in large team meetings
- Computer knowledge and various programs such as Google Suite, Excel, project management tools like Asana
- Any previous experience working with developers, clients, third parties, integrity, compliance would be helpful in this role
- Tooling experience in customer support areas like Salesforce is preferred
- Experience working in a face paced environment, high growth and cross functional teams
We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.
Perks are available through our 3rd Party Employer of Record(Available upon completion of waiting period for eligible engagements)
- Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefits Program
- Accrued PTO: Up to 15 days per 12 months on assignment
- New Child Benefit: Up to $4,000 for the birth or adoption of a child while on assignment (conditions apply)