Customer Success Manager

IAS Customer Success Manager (CSM) will partner with Sales, Technical Client Services, and Solutions Engineers to successfully onboard new accounts and retain and grow sales revenue within existing accounts. The Customer Success Manager is responsible for increasing client adoption of IAS technology, maintaining strong client relationships and ensuring that client campaigns meet goals and objectives. The primary focus of this role is to grow long-term client revenues in support of the overall success of the company.

As a part of our Customer Success team, this role offers potential to gain in-depth experience of the verification space within the advertising industry. Under the direction of your manager, you will finesse your technical, communication, and commercial skills.

Responsibilities:

• Understand the digital advertising ecosystem of advertisers, agencies, publishers, and media technology partners
• Build a solid understanding of all IAS products and processes
• Oversee the lifecycle and all aspects of client health including on-boarding, value realization, and renewal, while spearheading further adoption of IAS services. Act as the lead point of contact and account owner for all matters specific to assigned clients, providing problem resolution and escalations in a timely manner
• Prepare regular reporting and data analysis of client activity
• Develop trusted advisor relationships with key client stakeholders and ensure the timely and successful delivery of IAS solutions according to client needs/objectives.
• Assist with critical customer requests/escalations as needed while identifying at-risk scenarios and work with internal/external stakeholders to build & enact solutions.
• Identify and drive upsell opportunities alongside the Sales team within current accounts.
• Conduct regular business reviews with key clients to highlight IAS value.
• Meticulously track customer engagements via internal systems to document customer lifecycle.
• Work cross collaboratively with Sales & Customer Success teams to successfully onboard new customers.
• Keep up to date with all product enhancements and developments and communicate these to clients in a clear and intelligent manner.
• Collaborate with team members by sharing industry knowledge/developments and account-specific knowledge.

Experience:

• 5 years client facing experience working with brands, publishers and/or media agencies
• Understanding of programmatic advertising industry required
• Strong analytical skills, with the ability to identify business issues, analyze data, draw conclusions, and develop actionable recommendations
• Ability to demonstrate exceeding revenue targets 
• Experience building strong commercial partnerships with stakeholders, including delivering QBRs
• Aptitude for implementing processes and systems
• Enthusiasm to work in a fast-paced and demanding environment
• Exceptional organizational skills with the ability to prepare clear and concise documents
• Fluency with Microsoft PowerPoint, Word, Excel
• Experience working in Salesforce, Gainsight, GAM, GCM is a plus
• Fluent English and Italian language skills

About Integral Ad Science

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.

California Applicant Pre-Collection Notice:

We collect personal information (PI) from you in connection with your application for employment or engagement with IAS, including the following categories of PI: identifiers, personal records, commercial information, professional or employment or engagement information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment or engagement. For additional details or if you have questions, contact us at [email protected].

To learn more about us, please visit http://integralads.com/ 

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 [email protected]. We will get back to you if there's interest in a partnership.

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