Team Lead, Technical Services CoE

Overview

 

About Business Unit:

 

Lotame delivers flexible data solutions to future proof connectivity and drive performance across all screens. Marketers, publishers, and platforms rely on our innovative and interoperable solutions, powered by our identity platform, to onboard, enrich, and address audiences. Lotame is headquartered in the United States and serves global clients in North America, Latin America, Europe, Middle East, Africa, and Asia Pacific.

 

About the Role:

 

The Team Lead, Technical Services Specialist CoE is responsible for successfully onboarding clients onto Spherical, Lotame’s world-class next-generation data platform. In this role you will lead the execution of client implementation plans working in collaboration with the Product Solutions Sales team, as well as Center of Excellence teammates. Additionally, you will act as Tier 1 support for all Lotame clients, helping to troubleshoot, diagnose, and correct issues in the underlying software and systems powering Spherical. You will apply your technical abilities as well as people skills to effectively service internal and external stakeholders. 

Candidates for this position must be knowledgeable in major Internet technologies and comfortable in a fast paced startup environment. They will have a passion for solving problems and creating efficiencies in how Lotame clients are supported and serviced. They will also be effective communicators, detail oriented project managers and great teammates.

In this role, you will work directly with some of the world’s largest online publishers and top-tier marketers and agencies to deliver best-in-class technical service.

Click here to view how Epsilon transforms marketing with 1 View, 1 Vision and 1 Voice.

Responsibilities

• Collaborate with Product Solutions Sales to prescribe the optimal implementation plan for new Lotame clients
• Act as a technical lead for executing implementation plans for new Lotame clients
• Work with the Support Engineering team to triage inbound support tickets, prioritize and escalate bugs or other break-fix issues
• Provide tier 1 support and issues triage to clients experiencing technical problems with their implementation or the Lotame platform during implementation
• Track all implementations, cases and client requests in Lotame’s CRM
• Become a product expert, knowledgeable in all aspects of the Spherical platform: data collection, taxonomy management, data categorization, audience building/segmentation, audience analytics and audience activation
• Regularly provide feedback to business and product teams detailing product and documentation gaps and improvements
• Provide SalesForce administrative support when applicable

Qualifications

Necessary Skills:

• Demonstrated ability to learn new technologies and effectively translate them into solutions for clients.
• Demonstrated familiarity with web development technologies including Chrome, FireFox & Safari browsers developer tools, HTML, PHP, JavaScript, and MySQL
• Organized and analytical, able to assess client needs to effectively develop and oversee an effective implementation plan
• Basic to Intermediate knowledge of the SalesForce platform and willingness to learn administrative functions within SalesForce
• Strong business and operational analytical skills
• Strong decision making and problem-solving skills
• Ability to effectively communicate and work across multi-functional teams
• Ability to independently manage and drive personal workload 

 Education / Experience:

• Bachelor’s degree in Computer Science, Information Technology or a related field, AND
• 8 - 10 years of relevant experience, OR
• Relevant combination of education and experience
• Preferred: Experience in client services or technical support roles
• Preferred: Experience supporting online Ad operations, Ad tech, or SaaS businesses

 

Additional Information

Epsilon is a global data, technology and services company that powers the marketing and advertising ecosystem. For decades, we’ve provided marketers from the world’s leading brands the data, technology and services they need to engage consumers with 1 View, 1 Vision and 1 Voice. 1 View of their universe of potential buyers. 1 Vision for engaging each individual. And 1 Voice to harmonize engagement across paid, owned and earned channels.

Epsilon’s comprehensive portfolio of capabilities across our suite of digital media, messaging and loyalty solutions bridge the divide between marketing and advertising technology. We process 400+ billion consumer actions each day using advanced AI and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Epsilon is a global company with more than 9,000 employees around the world.

 

Our pillars aren't just words. They're how we show up every day.

• People centricity: We focus on employee well-being in an environment where colleagues truly care about each other.
• Collaboration: We work together, support one another, and collectively achieve goals.
• Growth: There are endless opportunities for growth through learning, development and career advancement.
• Innovation: We drive progress through cutting-edge solutions and forward-thinking approaches.
• Flexibility: We’ve created a balance between work and personal life, and we encourage adaptability to solve problems creatively.

Our values guide us to create value for our clients, our people and consumers.

• Act with integrity
• Work together to win together
• Innovate with purpose
• Respect all voices
• Empower with accountability

These pillars and values are our foundation—shaping our culture, guiding our decisions, and uniting us in common purpose.

 

Epsilon is an Equal Opportunity Employer.  Epsilon is committed to promoting diversity, inclusion, and equal employment opportunities by using reasonable efforts to attract, recruit, engage and retain qualified individuals of all ethnicities and backgrounds, including, but not limited to, women, people of color, LGBTQ individuals, people with disabilities and any other underrepresented groups, traits or characteristics.