Senior Customer Success Manager

Integral Ad Science • New York, TX

18d • Remote

About The Position

The Senior Customer Success Manager, Global Accounts will support the Customer Success team to provide exceptional service and value realization to our clients, with strong focus on global acting accounts. The Sr. CSM will partner with Sales and Customer Success to successfully activate new revenue while retaining and growing the existing client portfolio. They will also be responsible for increasing the clients’ adoption of IAS technology, maintaining strong relationships, and ensuring that client campaigns meet goals and objectives. This role will suit a Customer Success Manager who is passionate about making an impact, driving ROI for their clients. Our Customer Success team prides itself in assisting Advertisers and Agencies alike in making informed decisions on their Digital Media planning and spending. To succeed in this role, you will need to forge strong connections by establishing productive and trusted relationships with key stakeholders across multiple organisations. This role offers potential to gain in-depth experience of the verification space within the advertising industry. With this knowledge you will be empowered to support your clients’ Digital Media strategies, advocating the best use of IAS products, and contributing to mutually successful relationships. We offer our Customer Success teams an international work environment, continuous training opportunities, a flexible remote working policy and attractive remuneration, both fixed and variable.

Requirements

• Proven experience in a client-facing role within an Agency, Brand, Publisher or Saas company for international acconts
• Fluent French and English essential, will consider candidates with business level French language skills
• 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 DAX 30 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
• Microsoft Office proficient.
• Experience using SFDC, Gainsight or ToTango will be advantageous

Responsibilities

• Account Management Develop and maintain the multi-year strategic client relationship for Global accounts to meet and exceed customer objectives and IAS revenue goals.
• Act as the lead point of contact for both external and internal stakeholders, in all matters specific to assigned client portfolio
• Ensure successful activation, upselling and retention of our solutions according to client needs and objectives and align account strategy across the globe
• Work closely with Sales and Customer Success across multiple regions ensuring that the activation of IAS products is carried out in sync with the overall account guidelines and in accordance with client’s specifications
• Lead strategic client business meetings, webinars, training sessions and provide Industry trends and analysis
• Act as the Client champion for product feedback and manage issues escalations
• Negotiate and activate contract renewals
• Value Realisation Develop a trusted advisor relationship with key client stakeholders and executive sponsors, asking pertinent questions to influence performance
• Attain a thorough understanding of assigned client’s goals, industry trends and best practices
• Build a solid understanding of IAS products and processes to assist clients drive business value and ROI on their Digital spending
• Collaborate with other internal departments on joint processes towards increased customer satisfaction
• Commercials Forecast and track key account metrics and revenue
• Own adoption and renewal of IAS services
• Identify and grow opportunities within accounts, and collaborate with sales teams to ensure growth attainment
• Identify at risk opportunities and work with internal and external stakeholders to build solutions

Benefits

• We offer our Customer Success teams an international work environment, continuous training opportunities, a flexible remote working policy and attractive remuneration, both fixed and variable.
• comprehensive benefits package that includes paid time off, health insurance (medical, dental, vision) as well as PPO, HSA and FSA options and 401k with employer matching contributions.
• All full-time employee roles include competitive compensation and are eligible for an annual bonus and/or other incentive plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed