Senior Manager, Technical Account Management

Integral Ad Science•Chicago, IL

1d•Hybrid

About The Position

This Senior Manager, Technical Account Manager will oversee a team of Technical Account Managers (TAMs) responsible for the Mid-Market segment and will play a key role in the regional function with an emphasis on driving more effective, proactive and strategic technical support to customers. This person should also lead their team to deliver best in class service to our customers consistently exceeding KPIs aligned to the company vision and mission. You will have proven experience and a track record in technical operations and extensive experience leading people and cross functional teams, delivering technical services and solutions for customers in the digital and ad tech space. As a seasoned professional and leader, you are keenly attuned to customer needs and can translate these to product, process or solutions related requirements. You are proactive and driven, love to lift and elevate your team and push projects to completion responding to changing customer demands. This mission-critical role is key in shaping and influencing how we engage and grow our Mid-Market customers to drive demonstrable results. The role requires excellent strategic, analytical and business process skills in order to effectively grow and nurture our growing team and customer base, and the successful candidate must have the ability to translate complex technical issues into tangible solutions. 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.

Requirements

10+ years of experience in marketing/digital/ad tech/mar tech in a technical organization working with agencies, advertisers, networks and/or publishers enabling their desired technical outcome.
5+ years experience managing high performing teams to deliver technical services for customers
Ability to manage and prioritize between many concurrent projects
Strong decision-making skills coupled with the ability to lead change.
Technical proficiency and technical abstraction skills.
Solid knowledge of market trends, and operational trends across the industry.
Experience with Salesforce, programmatic, 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, collaborative, with a positive mindset and attitude.

Responsibilities

Lead a team of TAMs across the Mid-Market segment
Proactively hire, manage and develop team members through regular pulse conversations, performance reviews, coaching opportunities, career planning, formal/informal training, etc.
Focuses on defining annual team goals aligned to company objectives, and planning, organizing and supporting of team and cross-functional efforts to achieve
Drive operational excellence by enabling speedy client activation and ramp, monitoring performance metrics, ensuring SLA adherence, and elevating overall service standards.
Communicate and collaborate with leadership across all IAS customers.
Build effective, collaborative relationships with peers within Sales, Customer Success, Product and R&D Orgs via strong communications and executive presence.
Be a leadership presence in the Chicago office
Serve as the senior technical escalation point, owning complex issues end-to-end and engaging directly with clients during critical incidents, escalations, and high-level problem solving.
Ensure the team is working as effectively and efficiently as possible through systems/tools, and best practices
Identify, evaluate, and champion the adoption of new AI-powered tools and technologies to streamline workflows, improve customer engagement, and drive operational excellence.
Lead the team in embracing and adopting a data-driven and AI-first culture, fostering innovation and continuous improvement in all aspects of technical account management.
Work closely with leadership to drive culture and learning paths for technical bootcamps and other initiatives.
Listen to and engage deeply with our customers; share actionable feedback.
Strong technical presence through previous experience gleaned in the industry.
Have a holistic view on all IAS products and processes.
Actively participate in cross-departmental improvement initiatives to continue to transform IAS partner customer support to be best in class including PI and P2 incident planning, Pre/Post Mortems, etc.
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 and provide perspective to inform critical business decisions.
Take an active role in recruitment, onboarding, and talent development for managed teams.
Develop industry contacts to keep abreast of emerging trends in respective fields.