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MNTN is seeking a Platform Experience Manager to join the Platform Experience team. This role sits at the intersection of Engineering, Product, and Revenue, serving as the customer-facing technical subject matter expert for an assigned product domain.
In this position, you will own two critical directions: externally, you bring deep technical knowledge directly to customers, resolving issues quickly and enabling them to maximize the MNTN platform; internally, you act as a signal layer between the support queue and Engineering/Product teams, surfacing how customers actually use the product, identifying trends, and translating insights into improvements that protect revenue and drive adoption.
Key responsibilities include: intake, triage, and resolution of customer technical inquiries via Intercom, email, and Zoom; identification and escalation of bugs and complex technical issues to Engineering with clear documentation; management of communication for customer-impacting platform issues; representation of the customer perspective throughout product planning and release cycles; ownership of the customer side of product launches from beta through release; partnership with Product, Product Marketing, and Enablement on launch materials and enablement sessions; and surfacing trends from the support queue as actionable feedback to inform roadmap decisions.
Success is measured by fast and effective resolution of technical issues, retention of at-risk customers through strong escalation support, consistent high-quality signal from the customer base that influences roadmap decisions, smooth product launches with full enablement, and recognition as the go-to SME for your product domain.
You will bring 3+ years of experience in customer-facing technical roles (technical support, solutions engineering, platform enablement, or customer success), prior experience in AdTech or performance marketing, proven ability to troubleshoot complex platform issues and communicate technical concepts clearly, strong verbal and written communication skills adaptable to technical and non-technical audiences, cross-functional instincts, strong organizational skills managing high-volume concurrent issues, and a proactive, solutions-oriented mindset.
