Client Technical Manager

Job Description

Epsilon is known for its expertise in data-driven marketing, customer insights, and technology-driven solutions. Epsilon serves a wide range of clients, including Fortune 500 companies and brands from diverse industries such as retail, finance, telecommunications, healthcare, and more. The company focuses on helping businesses better understand their customers and enhance customer engagement through personalised experiences. In 2019, Epsilon was acquired by Publicis Groupe, a global communications and marketing company based in France.

Launched in 2017, CitrusAd is a world first digital platform that has unleashed the potential of online shelf space and acquired by Epsilon in 2021. CitrusAd effectively turns online retailer websites into highly targeted and revenue generating digital advertising platforms, and in the process has changed the way in which retailers, advertisers and customers manage and experience e-commerce.

About the role:

The Platform Operations, Support, and Onboarding teams play a vital role in ensuring the reliability, stability, and seamless functioning of CitrusAd's production systems and offerings. Central to the success of these teams is the commitment to providing exceptional customer support, epitomised by a "center of excellence" that enables a comprehensive service delivery support cycle. This commitment is pivotal in guaranteeing a smooth user transition and persistent user satisfaction on our technology platform. By furnishing proficient onboarding assistance and consistent support, the teams amplify user engagement, surmount technical impediments, and passionately advocate for user requirements.

The Client Integration Engineer is an individual contributor role responsible for providing technical solutions and managing technical relationships with Retail Media Network (RMN) retailer clients.

The role acts as a liaison between clients and internal Product and R&D teams, where you will lead integrations, plus post-launch troubleshooting and debugging efforts. Our Client Integration Engineers leverage their technical capabilities and knowledge of the RMN platform to design and deliver actionable strategies and solutions.

The role will be responsible for collaboration with pre-sales engineering, solutions architecture, service, engineering, and technical support resources to ensure proposed integrations include technical solutions that accurately address customer needs, are within the capabilities of the current/future product capabilities of the RMN platform and are appropriately supported by key customer technical decision-makers.

Responsibilities:

• Client Integration
  • Lead new client integrations from a technical perspective.
  • Own the technical relationship for client’s post-launch aligned with their Tier.
  • Responsibilities include being the primary point of contact for during technical integrations, secondary point of contact for troubleshooting and debugging, as well as supporting the Client Management team when they identify up-sell opportunities.
  • Field and champion any new Feature Requests submitted by retailers.
  • Responsibilities include fielding the Feature Request and liaising with internal Product and R&D teams to identify any short-term workarounds plus long-term scalable solutions.
  • Execute a global integration strategy aligned with the organisation's overall goals and objectives. This involves identifying opportunities for integration, assessing the feasibility and impact, and creating a roadmap for implementation.
  • Allocate and manage resources and technology, to support integration initiatives. Ensure efficient resource utilisation to meet project goals.
  • Collaborate with various departments, including Sales, Product, Customer Integrations, Platform, and Engineering to ensure seamless integration of systems, processes, and workflows. Foster communication and alignment among different teams and stakeholders.
• Operational Practices
  • Uphold operational practices and ensure we design, implement, and operate a model that is fit for purpose for our future.
  • Uphold the operational integrity of all production environments
• Service Transition to Support
  • Own the Service Transition into the Platform Operations team for technical support of clients post-launch.
  • As the support function is controlled by the Platform Operations team - ensure the scoping documentation and implementation documentation collected by the Client Integrations, Solutions and Onboarding team is standardised so it can be easily handed over.
• System Reliability
  • Work with the wider Engineering, Product, Delivery and Security teams to ensure that appropriate attention is given to production/system reliability for our customers.
  • Uphold Operational Practices in c