Technical consulting and Implementation lead, APAC

Responsibilities

We are the leading destination for short-form mobile video and our mission is to inspire creativity and bring joy. The platform is a home for creative expression through videos that create a genuine, inspiring, and joyful experience.

As Monetization Product Operations (MPO) our goal is to help businesses have seamless experiences with our advertising solutions, by designing and scaling support processes to resolve technical issues within our product. We’re a global team with regional hubs in Singapore, China, Israel, London and multiple locations in the US, and we’re expanding to more hubs.

Responsibilities
As a Global lead of Monetization Customer experience you will lead a team of “Technical Product Specialists” who provide troubleshooting and post-sales support to our Advertisers. You’ll build expertise in our advertising solutions, ensuring you and your team can advise our clients on how to adopt our business products effectively. In leading the APAC team, you will be responsible for the region’s overall success in line with established program KPIs.

– Manage & Inspire a global team of customer support specialists & managers while influencing stakeholders and engaging cross-functional partners to evaluate and transform our customer support model;
– Drive efforts for outstanding team performance by motivating and mentoring direct and indirect reports;
– Lead the team towards high performance against key success metrics, including implementation rates, customer time-to-value and customer satisfaction;
– Optimize the customer adoption experience across Tiktok’s advertising solution, including processes that provide support during product onboarding and implementation phases.

Qualifications

– BA/BS degree or equivalent practical experience;
– 8+yrs experience with 3yrs+ managing technical implementation, technical account management or solution architect function;
– Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems;
– Self-motivated and able to thrive in ambiguity and in a matrix environment;
– Ability to function independently and within team environment with demonstrated track record in motivating and coaching staff to maximize their individual potential;
– Experience in Advertising/Digital industry is a plus.