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Location

Saint Petersburg, FL | United States

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Job description

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 conjunction with the Product and Engineering teams (e.g. understanding how product feature development could affect the system’s overall reliability, performance or our customers).
• Product Knowledge
  • Keep up to date of Epsilon RMN product suite features, improvements, and roadmap.
  • Keep abreast of industry trends in retail media, ad-tech and advertising.
  • Understand at a high level the different facets of the CitrusAd system (Reporting, Ad Serving, API Integration, Product Catalog, Ad Placements)
  • Solid level of knowledge and understanding of the technical integration and functionality of Epsilon/CitrusAd Onsite and Offsite core platforms, supporting products, toolsets, and partner systems.
• Team Membership
  • Act in the best interest of the Customer and the Team at all times. Drive cohesion between team members across the Group and build strong relationships with all support team members.
  • Collaborate with the internal delivery teams to ensure a high-quality customer experience is delivered for case resolution and support.
• Process Improvement and Simplification
  • In collaboration with the SVP of Platform Operations, VP Pre-Sales and VP Client Integrations along with key business teams; establish process simplification methods.
  • Proactively identify new opportunities to drive improvements and simplification of our overall technology solutions.
  • In collaboration with the SVP of Platform Operations; co-develop the “Implementation and Integration Playbook” that all regions adhere to. This is to ensure congruence globally on how retailers are integrated from both a technical and project management perspective

 

Knowledge, Skills & Experience:

• Industry Expertise
  • 2+ years of experience in technical roles within a business-to-business, large/strategic customer segment.
  • Proven record of achievements and expertise in similar roles.
• Technical Proficiency:
  • Demonstrated knowledge of integration technologies, APIs, data exchange protocols, and cloud-based systems.
  • Intermediate expertise in web technologies and scripting languages (JavaScript, shell, python, HTML, SQL).
  • Demonstrated proficiency in integrating software systems through APIs.
• Global Business Acumen:
  • Understanding of global business operations and cultural nuances, especially in diverse markets.
• Contract and Service Management:
  • Experience in managing commercial technology contracts, technical service level agreements, and KPIs.
  • Proficiency in ITIL or a similar service delivery methodology.
• Communication, Planning and Coordination:
  • Strong strategic planning and problem-solving skills for innovation and process improvement.
  • Excellent communication skills, both technical and non-technical.
  • Proven ability to collaborate with internal and external teams and manage organisational change related to customer integration.
• Bachelor's degree or higher in computer science, engineering or related field or equivalent practical experience

It would be great if you have:

• Experience in Advertising Technology
• Proficiency in project management methodologies and tools for overseeing complex integration projects.
• Experience working in Google Cloud Technologies such as BigQuery, Google Cloud Storage, Pub/Sub and Kubernetes

Additional Information

About CitrusAd

CitrusAd is a leading retail media company and part of Epsilon, a global advertising and marketing technology company. The CitrusAd platform sits at the center of Epsilon’s comprehensive, scalable retail media network offering. By harnessing the power of first-party data and industry-leading identity resolution, the unified, self-serve platform delivers shopper-relevant advertising experiences on commerce websites and across the open web resulting in higher conversions. Leading retailers across the globe rely on CitrusAd to help grow retail media as a core function for incremental media revenue and sales volume that delivers great ROI for brands. For more information, visit citrusad.com.

When you’re one of us, you get to run with the best.  For decades, we’ve been helping marketers from the world’s top brands personalize experiences for millions of people with our cutting-edge technology, solutions and services. Epsilon’s best-in-class identity gives brands a clear, privacy-safe view of their customers, which they can use across our suite of digital media, messaging and loyalty solutions. We process 400+ billion consumer actions each day 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. Positioned at the core of Publicis Groupe, Epsilon is a global company with more than 8,000 employees around the world. Check out a few of these resources to learn more about what makes Epsilon so EPIC:

• Our Culture :
• Life at Epsilon :
• DE&I :
• CSR :

Great People Deserve Great Benefits

We know that we have some of the brightest and most talented associates in the world, and we believe in rewarding them accordingly. If you work here, expect competitive pay, comprehensive health coverage, and endless opportunities to advance your career.

Epsilon is an Equal Opportunity Employer. Epsilon’s policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information, or any other characteristic protected by applicable federal, state or local law. Epsilon also prohibits harassment of applicants and employees based on any of these protected categories. Epsilon will provide accommodations to applicants needing accommodations to complete the application process.

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