Customer Success Director - Agency Development

| Singapore, SGP
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The Customer Success Director - Agency (CSD) will provide exceptional service and value realisation to IAS’ partner Agencies. The CSD will lead satisfaction, retention and growth across their Agency portfolio, while working closely with Customer Success, Sales and Technical Account Management to successfully deliver on agency projects, on-board new agencies, roll-out new IAS products and increase adoption of IAS technology. The primary focus of the role is to drive agency projects to align IAS products and services to deliver real value to clients. At the same time, maintaining strong agency relationships and satisfaction while retaining and growing long-term agency revenue in support of the overall success of the company. 

This role will suit a Customer Success Director who is passionate about making an impact and driving ROI for our partners. Our Customer Success team prides itself in assisting Advertisers and Agencies alike in making informed decisions on their Digital Media strategy. To succeed in this role, you will need to forge strong connections by establishing productive and trusted relationships with key stakeholders across multiple organisations and have a history of delivering on large scale projects that deliver value to clients &/or agencies.

Responsibilities:

Account Management

  • Ensure successful activation and retention of our solutions according to our partner Agencies’ needs and objectives, working closely with the Sales & CS Partner team on upsell opportunities.
  • Work closely with Sales and Customer Success in ensuring that the activation of IAS products is carried out in sync with the overall partner Agency strategy and in accordance to their specifications, providing necessary dashboard access and reporting
  • Work with the partner Agency to deliver training, lunch and learn sessions, Industry trends, best practices, thought leadership and Analysis. Partner with Technical Account Management, Marketing, L&D and other relevant departments to ensure successful deliverables. 
  • Act as the partner Agencies champion for product feedback

Value Realisation

  • Develop a trusted advisor relationship with key stakeholders and executive sponsors, asking pertinent questions to influence performance
  • Attain a thorough understanding of assigned partner Agencies’ goals, executive priorities and challenges to ensure that Agency holding group achieves success KPIs through the use of our products and services.
  • Build a solid understanding of IAS products and processes to assist partners drive business value and ROI on their Digital spending
  • Collaborate with other internal departments on joint processes towards increased customer satisfaction
  • Enhance partners’ understanding of Integral products, methodologies, and general ad-verification industry knowledge.
  • Conduct regular quarterly / monthly reviews. Prepare and present Agency scorecards, QBRs and agreed operational performance metrics as needed

Commercials

  • Own adoption and expansion of IAS services, working closely with Partner Sales on renewals and contractual addendums
  • Actively manage the partner Agency relationship and their lifetime value across assigned portfolio
  • Implement agency mutual Success plans to recognise revenue opportunities and growth
  • Identify and grow opportunities within portfolio, and collaborate with CSM and Partner sales teams to ensure growth attainment
  • Identify at risk opportunities and work with internal and external stakeholders to build solutions
  • Identify & execute high-value customer advocacy opportunities – including product beta participation, case studies, internal sales references, external references/co-marketing opportunities

Leadership

  • Lead by example, strive to support the wider team to excel and reach their goals
  • Complete and manage special projects as assigned by management
  • Contribute and inspire thought leadership relevant to industry trends and account management role
  • Uphold IAS values at all times

Experience

  • Proven experience in a client-facing role within an Agency, trading desk, or ad tech company.
  • Proven experience of having built trusted relationships with senior stakeholders (C level) within an Agency, driving and leading different growth and strategic initiatives within the group
  • A service-oriented ethos with a strong strategic commercial mind-set and a keen understanding of AdTech, SaaS or MarTech.
  • Experience managing, consulting and negotiating with Agency Holding companies, FTE100 corporations with an excellent track record retaining and growing portfolio.
  • Strong analytical skills, with the ability to identify business questions, analyse data, draw conclusions, and develop actionable recommendations.
  • Exceptional organisational skills, with a proven track record of successfully managing projects to completion
  • Comfortable in a fast-paced, entrepreneurial and rapid-growth environment. Ability to work independently as well as part of a team

About Integral Ad Science

Integral Ad Science (IAS) is a leading global media measurement and optimization platform that delivers the industry’s most actionable data to drive superior results for the world’s largest advertisers, publishers, and media platforms. IAS’s software provides comprehensive and enriched data that ensures ads are seen by real people in safe and suitable environments, while improving return on ad spend for advertisers and yield for publishers. Our mission is to be the global benchmark for trust and transparency in digital media quality. For more information, visit integralads.com.

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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An Insider's view of Integral Ad Science

How would you describe the company’s work-life balance?

While there’s never a shortage of engaging work to be done, IAS encourages balance with perks like paid volunteer time, unlimited discretionary vacation, and Summer Fridays. On a deeper level, I’m comfortable bringing my authentic self to work. IAS is home to active employee resource groups such as IAS Working Parents, as well as informal groups.

Jessica

Software Engineer

What does your typical day look like?

A typical day involves checking in on client performance, pulling reports, answering questions, & ultimately acting as the face of IAS to my set of clients. I like to think of the Customer Success Manager role as a middle-person between our clients & the solutions needed. The key is not to have all the answers, but to know where you can find them.

Zach

Associate Customer Success Manager

How has your career grown since starting at the company?

I joined IAS in April 2020, and it’s one of the best decisions I’ve made for my career. I’ve helped train teams how to interview, hired dynamic senior level employees to support the growth of our teams, and been given a level of autonomy that I’ve been craving. Everyday is a new challenge that pushes me to evolve, and I love it!

Timothy

Recruiter

How do you make yourself accessible to the rest of the team?

It's more important than ever to have open channels of communication. We hold weekly virtual town halls where we keep everyone updated on important company news, but more importantly, open our leadership team up for questions. We have several open Slack channels where the team can ask about anything - from my US Open picks to our latest policies.

Lisa

Chief Executive Officer

How does your team reward individual success?

My team popularized the notion of awarding karma points on slack which are a light-hearted reward to show appreciation. We also give a shoutout in the R&D newsletter for individual and team achievements.

Milap

DevOps Engineer

What are Integral Ad Science Perks + Benefits

Integral Ad Science Benefits Overview

We want our employees to stay happy, healthy, and inspired. At IAS, we offer unlimited PTO, comprehensive health insurance, and much more - from an employee volunteer program to happy hours and snacks in the office.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Hybrid work model
In-person all-hands meetings
In-person revenue kickoff
Summer hours
Employee awards
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Transgender health care benefits
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Fertility benefits
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Employees get free lunch on Friday.
Company-sponsored happy hours
Recreational clubs
IAS sponsors group sports like Basketball, Soccer and Volleyball.
Relocation assistance
Fitness stipend
Meditation space
Onsite gym
Professional Development
Lunch and learns
Promote from within
Mentorship program
Our mentorship is part of our Manager Program and Internship Program.
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

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