Principal Professional I (M), Field Quality Management (mult.)
: Job Details :

Position SummaryLead and manage a global Solution Engineer team.Role and ResponsibilitiesLocation: Samsung Electronics America, Inc. - 85 Challenger Road, Ridgefield Park, NJ 07660, telecommute permitted Duties: Lead and manage a global Solution Engineer team. Own the customer's technical relationship with a focus on increased adoption, retention, growth and overall customer satisfaction. Act as a liaison to handle technical escalations from internal or external users across the various ad platforms, ensuring a quick turnaround and resolution. Guide the customers in their Samsung Ads platform adoption journey. Take initiatives in identifying growth opportunities. Respond to technical concerns and problems, ensuring smooth implementation and launch. Manage customer expectation to achieve a high customer satisfaction. Guide and create Service Level Agreement (SLA) and prioritization framework for inbound requests. Lead and create ticketing framework using existing tools, or license new tools to build framework. Manage and create feedback loop to product and engineering leads about components which need to be improved or upgraded to prevent future issues. Lead and communicate with clients and internal teams to explain products and implementation schedules. Lead, define and maintain a set of dashboards to anticipate customer needs and possible issues. Manage and build a Knowledge Management platform to effectively answer customer questions and concerns. Telecommute permitted.Requirements: Bachelor's degree in Computer Science, Computer Engineering or related field and 10 years of progressive, post baccalaureate experience as a Principal Professional I (M) or related occupation in directing technical account management, technical support, and sales engineering teams within tech advertising industry; experience with programmatic ecosystem, openRTB, VAST video; strong leadership and people management skills with the ability to manage, influence and collaborate with global teams; and experience with managing projects, including prioritizing and working alongside cross-functional teams.Travel requirement: 10% domestic/international travel required#LI-DNISkills and Qualifications* Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.At Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.Reasonable Accommodations for Qualified Individuals with Disabilities During the Application ProcessSamsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-###-####) or [email protected] for assistance. This number is for accommodation requests only and is not intended for general employment inquiries.