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Director of Client Success, Media Partners
Integral Ad Science
New York, NY, United States
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Are you someone who likes to have fun at work? Are you passionate about driving results and making an impact? Do you enjoy working in a fast-paced, dynamic environment where no two days are the same? If so, we want to speak with you!
We’re looking for a Director of Client Success, Media Partners for our New York office. In this role, you’ll manage a growing team of Client Success Managers for our DSP, Publisher, Ad Network, and sell-side platform clients. Reporting to the Managing VP, Client Success, you will lead, structure, and implement retention, growth and satisfaction strategies across Integral Ad Science’s sell-side clients. This is a highly visible role with massive growth potential that sits at the heart of our customer operations. You will be a crucial part of our Client Success team.
What you’ll do:
• Lead and grow a team of 6 Client Success Managers currently supporting DSP, Publisher, Programmatic and Ad Network clients
• With respect to the customer lifecycle, establish clear roles between other customer support teams to minimize duplication of efforts, clarify task ownership, and ensure timely task completion.
• Set commission-based goals and objectives with Client Success Managers to achieve growth and retention targets
• Architect and standardize on-boarding, customer lifecycle, QBR, and at-risk strategies
• Record and manage towards the completion of best practices that increase retention likelihood
• Create and manage growth strategy for DSP-direct and agency-based programmatic traders for our pre-bid products
• Create modular training program to ensure the expanding team of Client Success managers are quickly provided a solid and accurate understanding of all sell-side products.
• Liaise with marketing to create external training and educational programs that share our industry knowledge and best practices with our key sell-side clients
• Personally engage with top clients to understand/resolve business issues, renew contracts, and make internal changes to ensure positive customer satisfaction
• Liaise with internal product teams to ensure client requests are represented on the roadmap
• Recommend and implement programs that provide incremental value beyond the standard product suite
What you’ll need:
• 8+ years demonstrated success in Publisher, DSP, Ad Network or ad-tech platform account management, client success, or sales with proven ability to grow relationships and retain clients
• Minimum of 3 years experience managing a team of 5 or more customer support staff
• A solid understanding of the ad tech ecosystem and the various beneficiaries of IAS products/services
• Established record of executing against sales and planning processes to achieve renewal and expansion goals
• Big-picture thinker with the ability to solve detail-oriented issues
• Stellar presentation skills with the ability to simplify data in a storyesque manner
• A strong ability to solve moderately complex operational issues in a simplistic, efficient manner
• Experience working with VP, Director, and C-Suite executives at Tier 1 & 2 Publishers, DSPs, Ad Networks and Platforms
• Strong persuasion and communication skills with the ability to inspire/unite a team
• BA/BS degree in media, digital marketing, communication or business. Master’s degree appreciated.
• Proficient in Microsoft Office and Google Docs suites
About Integral Ad Science
Integral Ad Science (IAS) is a global technology and data company that builds verification, optimization, and analytics solutions to empower the advertising industry to effectively influence consumers everywhere, on every device. We solve the most pressing problems for brands, agencies, publishers, and technology companies by verifying that every impression has the opportunity to be effective, optimizing towards opportunities to consistently improve results, and analyzing digital’s impact on consumer actions. Built on data science and engineering, IAS is headquartered in New York with global operations in ten countries. Our growth and innovation have been recognized in Inc. 500, Crain’s Fast 50, Forbes America’s Most Promising Companies, and I-COM’s Smart Data Marketing Technology Company. IAS was also named to Crain’s Best Places to Work in NYC for the past four years, Great Companies to Work For in NYS, and AdAge's list of Best Places to Work in the US the past two years.
Equal Opportunity Employer:
IAS is an equal opportunity employer, committed to our diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply.
Attention agency/3rd party recruiters: IAS does not accept any unsolicited resumes or candidate profiles. If you are interested in becoming an IAS recruiting partner, please send an email introducing your company to recruitingagencies@integralads.com. We will get back to you if there's interest in a partnership.