Manager, Technology (Freelance)
Apply NowCompany: Starcom Mediavest Group Germany Gmbh
Location: Philadelphia, PA 19120
Description:
Company Description
Digitas Health is the Agency of Now: the first global connected-health agency, purpose-built for marketing today. Digitas Health specializes in helping health brands navigate a complex and shifting media environment to create deeper, more relevant connections with their consumer and professional customers. With offices in Philadelphia, New York, San Francisco, and London, it is a member of the world's largest healthcare communications network,
Publicis Health. As a member of this elite network, Digitas Health is also a member of the Paris-based Publicis Groupe S.A. (Euronext Paris: FR0000130577), the world's third-largest communications group, second-largest media counsel and buying group, and a leader in digital communications.
Web: www.digitashealth.com | Facebook: www.facebook.com/digitashealth| Twitter: www.twitter.com/digitas_health
Job Description
Our advanced Technology capability delivers cutting-edge, high-impact digital products and platform services. We have strategic partnerships with the world's leading marketing and technology vendors that allow us to leverage the top platforms and tools for our clients. Through collaborating with Experience Strategy, Experience Design, Creative, Data and Analytics, Project Management, and Account teams, our technologists are paving the way for innovation and transforming the marketing landscape.
Our team is made up of a diverse group of highly qualified people with various backgrounds, who bring qualities such as intellectual curiosity, determination, and creativity to our client work.
We're searching for a Manager, Technology / Customer Success who can contribute to project success throughout the complete managed services and customer support lifecycle. You will be working as part of a dynamic team of highly talented individuals and SMEs from within our technology team as well being the front-line directly supporting client teams.
Responsibilities
Qualifications
To stand out, let us know if you have the following experience:
Additional Information
Our Publicis Groupe motto "Viva La Diffrence" means we're better together, and we believe that our differences make us stronger. It means we honor and celebrate all identities, across all facets of intersectionality, and it underpins all that we do as an organization. We are focused on fostering belonging and creating equitable & inclusive experiences for all talent.
Publicis Groupe provides robust and inclusive benefit programs and policies to support the evolving and diverse needs of our talent and enable every person to grow and thrive. Our benefits package includes medical coverage, dental, vision, disability, 401K, as well as parental and family care leave, family forming assistance, tuition reimbursement, and flexible time off.
If you require accommodation or assistance with the application or onboarding process specifically, please contact USMSTACompliance@publicis.com.
Compensation Range: $41.93 - $60.22 hourly. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. Temporary roles may also qualify for participation in our 401(k) plan after eligibility criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 4/28/2025.
All your information will be kept confidential according to EEO guidelines.
#LI-JM4
Digitas Health is the Agency of Now: the first global connected-health agency, purpose-built for marketing today. Digitas Health specializes in helping health brands navigate a complex and shifting media environment to create deeper, more relevant connections with their consumer and professional customers. With offices in Philadelphia, New York, San Francisco, and London, it is a member of the world's largest healthcare communications network,
Publicis Health. As a member of this elite network, Digitas Health is also a member of the Paris-based Publicis Groupe S.A. (Euronext Paris: FR0000130577), the world's third-largest communications group, second-largest media counsel and buying group, and a leader in digital communications.
Web: www.digitashealth.com | Facebook: www.facebook.com/digitashealth| Twitter: www.twitter.com/digitas_health
Job Description
Our advanced Technology capability delivers cutting-edge, high-impact digital products and platform services. We have strategic partnerships with the world's leading marketing and technology vendors that allow us to leverage the top platforms and tools for our clients. Through collaborating with Experience Strategy, Experience Design, Creative, Data and Analytics, Project Management, and Account teams, our technologists are paving the way for innovation and transforming the marketing landscape.
Our team is made up of a diverse group of highly qualified people with various backgrounds, who bring qualities such as intellectual curiosity, determination, and creativity to our client work.
We're searching for a Manager, Technology / Customer Success who can contribute to project success throughout the complete managed services and customer support lifecycle. You will be working as part of a dynamic team of highly talented individuals and SMEs from within our technology team as well being the front-line directly supporting client teams.
Responsibilities
- Manage Customer Inquiries:
- Oversee and respond to customer inquiries through the Tech Support inbox, ensuring timely, clear, and concise communication.
- Build trust with users, guiding them through product issues and ensuring a positive overall experience.
- Deliver high-quality customer support by troubleshooting and resolving technical issues, escalating when necessary, and resolving to customer satisfaction.
- Actively manage multiple simultaneous requests/tasks and monitor multiple sources of input
- Self-Serve & Research:
- Independently research and resolve customer questions by utilizing internal resources, product documentation, and other relevant tools to provide accurate and thorough answers.
- Clear & Effective Communication:
- Articulate complex technical information in simple terms both in writing and verbally, ensuring stakeholders and users clearly understand solutions and updates.
- Collaborate with Stakeholders:
- Provide regular, professional and concise updates to program stakeholders regarding customer feedback, common issues, and potential improvements.
- Identify, track and report project risks in coordination with the business and client teams
- Collaborate with Internal Team:
- Determine and provide daily project and task status to the internal working team
- Manage the workflow of JIRA tickets across the Support, Development and QA teams
- Review the output of the Development team
- Providing feedback via JIRA to the Development team
- Identify and resolve technical issues with the development team
- Collaborate with business analysts, product owners, and project managers during the creation of requirements or user stories
- Proactive Problem Solving:
- Identify recurring issues and collaborate with the product and engineering teams to help resolve them, as well as with stakeholders to prioritize, to minimize friction for customers.
- Documentation & Reporting:
- Maintain accurate records of customer interactions, technical issues, and resolutions, contributing to internal knowledge bases and reporting systems.
- Monitor Customer Success Metrics:
- Track and report on key performance indicators (KPIs) to ensure customer success and satisfaction levels are consistently high.
- General:
- Contribute to the technology management practice and the Technology capability's continuous improvement activities by bringing innovative ideas to the table
- Stay current on emerging digital marketing technologies, best-practices, and trends
- Assist in training and mentoring technology analysts and senior analysts
Qualifications
- Four-year degree (Computer Science or equivalent preferred) or equivalent work experience
- 5-7 years of work experience within the marketing technology or IT space
- To be a highly motivated individual with a strong record of professional achievement
- Excellent written and verbal skills
- Ability to be flexible and tolerate ambiguity while still operating effectively
- Ability to identify and communicate project and team risks to senior team members and/or leadership
- Proven track record of meeting established deadlines
- Experience engaging on multiple simultaneous projects
- Experience working within project management methodologies, e.g., Scrum and Waterfall
- Experience with the foundational elements of web page anatomy and building blocks, HTML, JavaScript, and CSS
- Experience with the marketing technologies such as websites, emails, banners, databases
- Experience with accessibility (WCAG) best-practices
- Experience with business and technical processes to enable technology solutions
- Experience of software development processes and conventions
- Ability to explain various marketing technologies to both technical and non-technical team members
- Excellent time management skills
- Experience with standard business software such as Microsoft Office Suite, web browsers, etc; as well as industry-specific tools such as JIRA, Confluence, Figma, Sketch is requiredCandidate must be open to travel as needed
- Experience with task management and ticketing systems such as Service Now is required
To stand out, let us know if you have the following experience:
- Hands-on experience with Adobe Workfront
- Hands-on experience with Adobe Experience Manager (AEM) Sites and Assets
- Creative agency experience, particularly on content-centric or platform engagements
- Pharmaceutical industry experience
Additional Information
Our Publicis Groupe motto "Viva La Diffrence" means we're better together, and we believe that our differences make us stronger. It means we honor and celebrate all identities, across all facets of intersectionality, and it underpins all that we do as an organization. We are focused on fostering belonging and creating equitable & inclusive experiences for all talent.
Publicis Groupe provides robust and inclusive benefit programs and policies to support the evolving and diverse needs of our talent and enable every person to grow and thrive. Our benefits package includes medical coverage, dental, vision, disability, 401K, as well as parental and family care leave, family forming assistance, tuition reimbursement, and flexible time off.
If you require accommodation or assistance with the application or onboarding process specifically, please contact USMSTACompliance@publicis.com.
Compensation Range: $41.93 - $60.22 hourly. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. Temporary roles may also qualify for participation in our 401(k) plan after eligibility criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 4/28/2025.
All your information will be kept confidential according to EEO guidelines.
#LI-JM4