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Technical Account Manager

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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 hyper focus on our clients in the USA 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 Partner Managers to build robust partnerships while ensuring technical requirements and best practices are met
Manage client expectations through frequent and clear communication
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
Use Charles Proxy to analyze network traffic, identify issues in bid requests and responses, and assist in debugging ad platform integration problems
Understand HTML, Javascript, JSON, and XML structures sufficiently to interpret ad-related code and data
Analyze HTTP protocol interactions, including interpreting status codes and explaining the significance of various request/response headers in the context of ad delivery
Review and explain different types of ad tags (e.g. JS, iframe, image) to clients and internal teams
Navigate ad servers to investigate campaign setups, identify potential causes of discrepancies, and recommend optimizations for ad delivery
Communicate technical concepts clearly to both technical and non-technical stakeholders, bridging the gap between clients and internal engineering teams

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
Demonstrates excellent troubleshooting skills and proficiency in:
Using Charles Proxy to analyze network traffic, identify issues in bid requests and responses, and assist in debugging ad platform integration problems
Understanding HTML, Javascript, JSON, and XML structures sufficiently to interpret ad-related code and data
Analyzing HTTP protocol interactions, including interpreting status codes and explaining the significance of various request/response headers in the context of ad delivery
Reviewing and explaining different types of ad tags (e.g. JS, iframe, image) to clients and internal teams
Navigating ad servers to investigate campaign setups, identify potential causes of discrepancies, and recommend optimizations for ad delivery
Communicating technical concepts clearly to both technical and non-technical stakeholders, bridging the gap between clients and internal engineering teams
History of resolving reporting discrepancies and data issues
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.

Location:
This role is eligible for full-time remote work in one of our entities: CA, CO, ID, IL, FL, GA, MA, MI, MN, MO, NJ, NV, NY, OR, PA, TX, UT, and WA.

We are a remote-first company with US hubs in Redwood City, Los Angeles, and New York City.

Travel Expectations:
We offer several opportunities for in-person team gatherings, including but not limited to project meetings, regional meetups, and company-wide events. We expect our employees to attend these gatherings at least once per quarter. These gatherings provide essential opportunities for collaboration, communication, and team building.

Compensation:
Liftoff offers all employees a full compensation package that includes equity and health/vision/dental benefits associated with your country of residence. Base compensation will vary based on the candidate's location and experience.

The following are our base salary ranges for this role:

SF Bay Area, NYC, Los Angeles/Orange County: $100,000 - $125,000 plus bonus
Seattle/Olympia, Austin, San Diego, Santa Barbara, Boston: $90,000 - $115,000 plus bonus
All other cities and towns in our approved states: $85,000 - $110,000 plus bonus

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We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024.

Please see the independent bias audit report covering our use of Covey here.

Liftoff is committed to providing and maintaining a work environment where all employees and candidates are treated with dignity and respect and that is free of bias, prejudice, and harassment. Liftoff is further committed to providing an equal employment opportunity for all employees and candidates for employment free from discrimination and harassment on the basis of sex, gender (including sexual harassment, gender harassment, and harassment due to pregnancy, childbirth, breastfeeding, and related conditions), sexual orientation, gender identity, gender expression, gender nonconformity, race, creed, religion, color, national origin, ancestry (including association, affiliation, or participation with persons or activities related to national origin, English-proficiency or accent, or immigration status), physical or mental disability, medical condition(s), genetic information of an individual or family member of the individual, marital or domestic partner status, age, veteran or military status, family care status, requesting or taking pregnancy, parental or disability leave, requesting an accommodation, or any other characteristic protected by federal, state, or local law, regulation, or ordinance. All such discrimination and harassment is unlawful and will not be tolerated. Liftoff maintains a continued commitment to equal employment opportunity and expects the full cooperation of all personnel.

Liftoff's Compensation Strategy

Liftoff's compensation strategy includes competitive market rate along with equity and benefits and perks that will give our employees what they need to do their best work. In order to ensure teams are compensated fairly for the work performed, we map out specific levels and take into consideration the cost of labor within each location. Liftoff provides employees a total compensation package of competitive market salaries, equity, health and wellness stipends, medical benefits associated with your country of residence. The base compensation will vary based on location, experience as well as level.

Agency and Third Party Recruiter Notice:

Liftoff does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or Recruiting Team. All candidates must be submitted via our Applicant Tracking System by approved Liftoff vendors who have been expressly requested to make a submission by our Recruiting Team for a specific job opening. No placement fees will be paid to any firm unless such a request has been made by the Liftoff Recruiting Team and such a candidate was submitted to the Liftoff Recruiting Team via our Applicant Tracking System.

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CEO of Liftoff

Jeremy Bondy

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What You Should Know About Technical Account Manager , Liftoff

Join Liftoff as a Technical Account Manager and become an essential part of our thriving team! At Liftoff, we empower businesses to grow in the mobile industry by providing them with the tools they need to scale their revenue effectively. In this remote role, primarily serving our USA clients, you will leverage your technical expertise and remarkable customer service skills to support our Vungle Exchange customers around the globe. Your responsibilities will include answering client queries, assisting with technical setups, and troubleshooting any technical issues swiftly. We’re searching for someone who is curious, eager to learn, and comfortable working through ambiguous problems. As a Technical Account Manager, you'll not only build strong relationships with our clients but also collaborate with our Partner Managers to ensure technical requirements are comprehensively understood and best practices are implemented. The ideal candidate will have deep ad exchange knowledge, exceptional communication abilities, and a knack for creative problem-solving. You’ll dive deep into the Vungle Exchange’s features, analyze data to identify revenue-impacting issues, and guide clients through complex integrations. If you are driven to make an impact and eager to help others succeed in the mobile advertising space, we’d love to have you join our diverse team and make a difference together!

Frequently Asked Questions (FAQs) for Technical Account Manager Role at Liftoff

What are the responsibilities of the Technical Account Manager at Liftoff?

As a Technical Account Manager at Liftoff, you'll become an expert in the Vungle Exchange and serve as the technical expert for clients. Your responsibilities will include managing client expectations, collaborating with Partner Managers, and analyzing reporting data to identify potential issues impacting revenue. Additionally, you'll provide support for third-party integrations and create documentation for common issues, ensuring clients are well-informed.