Associate Customer Success Manager, LATAM

| New York City, NY | Hybrid
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IAS is looking for the right people to continue our rapid growth. We want to find the people at the start of their careers who can become future leaders in digital advertising. The Associate Customer Success Manager will partner with Sales and Client Services to successfully onboard, retain, and grow clients.

The primary focus of this role is to shorten time to value realization, cement strong relationships with key senior level stakeholders, and ultimately achieve renewals for our most valued accounts.

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.

What you’ll do:

  • Be the champion and advocate for the customer at IAS
  • Use in-depth knowledge of customer industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products
  • Partner closely with customers to clearly articulate and communicate customer desired business objectives and outcomes to IAS stakeholders
  • Internalize and translate customer outcomes in order to recommend high value IAS products & solutions that can successfully achieve customer results
  • Build trusted relationships with executives and key stakeholders within customer organizations to understand their strategic goals, generate proper levels of adoption, manage renewals, and create new revenue opportunities
  • Be disciplined with continued customer engagement to continually drive engagement, adoption and overall value for the customer. This includes establishing a regular cadence (e.g., bi-weekly meetings, regular business reviews) with key customer personnel and repeatedly demonstrating the value of IAS solutions
  • Be accountable for customer success and customer satisfaction overall, and, ultimately, renewal and retention results
  • Proactively track and manage customer relationship health by owning issue resolution and, if necessary, escalating issues
  • Handle escalations and resolve issues for customers through coordination across functional areas of the company, including Marketing, Sales, Client Services, Engineering, Finance, Training, and/or Support.
  • Identify opportunities and close additional revenue from assigned customers, including upselling and cross-selling of related products; as appropriate, work with IAS Sales Executives to prove value to customers and close additional business
  • Demonstrate product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s)
  • Leverage the broader IAS on-boarding team, methodologies, and best practices to support successful implementation on the customer side
  • Develop new materials – presentations, roll-out plans, and proposals – to facilitate customer engagement
  • Rigorously track and report on key metrics for customer success, including Annual Recurring Revenue growth (ARR), NPS, and Customer Health
  • Craft and continuously update strategic account plans
  • Participate in cross-functional initiatives designed to transform process, tools utilized by global Customer Success organization

What you’ll need:

  • Bachelor's degree, IT or business related field preferred
  • Fluency in reading and writing Spanish in a business setting. Portuguese fluency a big plus.
  • 5+ years of experience working with customers to help them achieve their desired outcomes; ideally in a sales, account management, customer success, or business operations/program management capacity
  • Experience in enterprise software industry, ideally SaaS
  • Experience in marketing/advertising/digital sales and/or adtech/martech industries is preferred
  • Experience working with advertisers, agencies, networks and/or publishers is preferred
  • Experience in owning and successfully resolving customer issues to ensure value is realized and outcomes achieved
  • Excellent written, verbal and listening communication skills
  • Proven track record of meeting or exceeding performance and retention goals
  • History of collaborating effectively or leading cross-functional teams is a plus
  • Experience with Salesforce.com
  • Experience with Account Management/Customer Success tools
  • Experience with MS PowerPoint and Excel

IAS strives to maintain a COVID-free workplace.  To that end, being fully vaccinated is a condition of employment for all new IAS hires, to the fullest extent permitted by applicable law.  IAS makes reasonable accommodations for qualified applicants with disabilities, sincerely held religious beliefs, or other conditions protected by applicable law. 

About Integral Ad Science

Integral Ad Science (IAS) is a global leader in digital media quality. IAS makes every impression count, ensuring that ads are viewable by real people, in safe and suitable environments, activating contextual targeting, and driving supply path optimization. 

Our mission is to be the global benchmark for trust and transparency in digital media quality for the world’s leading brands, publishers, and platforms. We do this through data-driven technologies with actionable real-time signals and insight. Founded in 2009 and headquartered in New York, IAS works with thousands of top advertisers and premium publishers worldwide. 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/ and https://muse.cm/2t8eGlN

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 Benefits
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 Benefits
Childcare benefits
Generous parental leave
Family medical leave
Fertility benefits
Vacation & Time Off Benefits
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 Benefits
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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