Senior Manager, Technical Client Services
Integral Ad Science (IAS) is a global technology and data company that builds verification, optimization, and analytics solutions for the advertising industry and we’re looking for a Senior Manager of Technical Client Services to join our Technical Client Services team. If you are excited by technology that has the power to handle hundreds of thousands of transactions per second; collect tens of billions of events each day; and evaluate thousands of data-points in real-time all while responding in just a few milliseconds, then IAS is the place for you!
As a Senior Manager of Technical Client Services you will manage at least one regional portion of the North America Technical Client Services team. You will lead the team to deliver world-class service to our customers while consistently exceeding KPIs aligned to the company vision and mission.
What you’ll get to do:
- Manage at least one region within North America supporting our customers technical needs
- Communicate and collaborate with leadership across all IAS customers
- Closely partner and work with customer facing teams such as Customer Operations, Sales, and Operations ensuring customer satisfaction goals are effectively and optimally met
- Collaborate closely with Technical Customer Operations leadership and create data backed initiatives and decisioning aligned with MBOs and Goals
- Standup technical automation initiatives to streamline efficiency around servicing our customers
- Provide strategic direction by constantly monitoring customer satisfaction and industry trends and then recommending new projects, operational standards, and customer service procedures based on findings
- Apply continuous improvement to existing processes
- Engage firsthand with clients during complex situations such as high-level problem solving, incidents and explanations, or unusual process interruptions
- Lead customer support teams in resolving issues while complying with service-level agreements
- Keep current on open customer cases and step in directly when they reach critical levels
- Regularly inform executives and relevant department heads about major product or service problems
- Develop high standard of excellence around best practices, and ensure that deadlines and objectives are met
- Take an active role in human resource activities such as recruitment, onboarding, and talent development for managed teams
- Give out thorough performance evaluations, offer coaching and mentoring, and collaborate with HR to design training programs
You should apply if you have most of this experience:
- 5+ years of people leadership experience delivering technical services for customers in the digital advertising/media landscape
- Experience working with advertisers, agencies, networks and/or publishers
- Technical proficiency with data analysis and automation skills
- Experience with Salesforce, ad servers, rich media ads, trafficking, and databases
- Attuned to customer needs and can translate these to product or process related requirements
- Proven history of pushing projects to completion and responding to constantly changing customer needs
- Proactive, driven, and collaborative
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.