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Product Solutions Specialist

Hudson MX

Hudson MX

Product, Customer Service
United States · Atlanta, GA, USA · New York, NY, USA · Remote
Posted on Wednesday, April 3, 2024

About Hudson MX:

Hudson MX is a well-funded enterprise software company serving the world's leading media agencies and advertisers. We are innovating an industry that is hungry for change, with the largest media agencies in the world already using our tools to enhance their media buying workflow. As we’ve grown to a global team of 350+, we are seeing rapid industry-wide adoption of our solutions. To build on our market success and add the most innovative and valuable features to our platform, we’re adding key individuals to our team. We hire for awesome. Join us!

Job Overview:

The Product Solution Specialist (PSS) team acts as subject matter experts (SME) of the Hudson MX platform. The PSS is both an internal resource for our Support teams as well as an external resource for client inquiries. This role requires a strong interest in understanding the client’s experience as well as how our products can be utilized to meet the client’s goals. This is a crucial role within our Client Services team, and will require working with teams across the organization, including Client Service Leads, Training Team, Program Management, Release Management, Support, Product and Product Strategy.

We are specifically looking for a candidate who has a strong knowledge or relevant experience in Finance for Media protocols from Invoicing, Billing, and Pay When Paid as well as an understanding of the overall Non-traditional media buying landscape i.e. OOH and Print. The ideal candidate would be able to also pick up the Hudson MX platform quickly and be integral in helping to ensure clients' needs are assessed, documented, and then worked on by our Product/Engineering team as approved.

Responsibilities:

  • Subject matter expert in their workstream across the organization. Responsible for all client-facing conversations about how the product works and how to troubleshoot any major issues that Support is unable to resolve
  • Works across teams to be aware of roadmap updates and product releases; trains Support team on any new releases that might impact clients
  • Reviews new functionality for their workstream(s) and puts information into an ingestible format (document, live training, etc) for the Client Services team. Works with Client Leads to draft client messaging, if needed.
  • Stays aware of industry trends and the impact they could have on the HMX platform; proactively brings product suggestions/enhancements to the Product Strategy team.
  • Responsible for the client experience of the HMX product by acting as tier 3 support for client issues coming through the Support team and escalating to Engineering. Manages the internal SLA (OLA) to ensure that resolution is achieved within client SLA.
  • Supports the Client Service Lead during client product exploration or changes. Engages with Product Strategy to ensure details are captured and understood into the Product org, and prioritization is set with the client in mind.
  • Acts as a resource to Client Service Leads for any feedback, documentation, next steps needed at a product/client-level.
  • Collaborate with Implementation Consultants to understand client setup during Implementation, before transition to Production and Hypercare
  • Travel may be involved

What does our day-to-day look like?

  • 40% on client calls or supporting Client Service Leads in client-specific asks
  • 25% tier 3 support for tickets that Support is unable to answer
  • 15% reviewing new functionality and distributing information across the Client Services team
  • ~10% staying on top of trends in the industry and communicating to Product Strategy
  • ~10% working with Workstream Leads on client handoff and SLA management for escalated issues

Compensation/Benefits:

  • Salary range: $70k-$85k based on experience and location
  • Company-paid healthcare coverage (99%) - medical, vision, dental - for individuals & their families
  • Unlimited PTO and flexible work-from-home policies
  • Generous paid parental leave and 401K
  • Company-paid commuting benefits
  • Challenging work designed to leverage, and rapidly expand, your skill set

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.