About Hybrid Theory:

Hybrid Theory is a new breed of digital services partner. We are proud to serve our clients, brands and agencies through working in the space between in-housing and outsourcing – redefining independent managed service for an era of trust, transparency, and collaboration. We do this by harnessing technology and talent to power data-driven advertising across the customer journey, through expert operational and data management capabilities, deep customer and industry intelligence, and flawless campaign activation. We are a global business with colleagues worldwide serving North America, EMEA and APAC regions. We are recognized for our capabilities through several award nominations and wins, including best Trading Team at the Drum Marketing Awards 2020, Digiday Best use of Insights 2021, and Adexchanger Programmatic Power Players 2021. Our biggest recognition though is our 90% retention rate which has contributed to us enjoying substantial YOY growth throughout 2021.

About This Role:

Hybrid Theory is looking for an experienced, motivated, detail-oriented and collaborative Client Services Manager to join our growing team in New York. Client Services sits at the heart of our sales, product and trading teams, helping to drive business growth and client satisfaction. The Client Services Manager will provide operational and client support for the commercial and programmatic trading teams and have proven experience in account and client-relationship management to grow business. If you are a customer-centric thinker with strong project management skills, an eye for detail, and thrive in a fast-paced environment, consider joining our team.

Key Responsibilities:

• Deliverables
  • Partner with strategy and sales to create compelling insight reports that showcase campaign and audience performance as well as upsell/cross-sell opportunities
  • Create custom audiences for pitch, RFP and live clients
  • Create and deliver screenshot decks post-launch
  • Oversee the custom creative build process with the studio team

• Project Management
  • Complete tasks on time while managing multiple deadlines and priorities
  • Support workflow for fast-growing team
  • Identify new approaches for faster delivery and improved quality
  • Maintain project tracker and update team and clients on project status
  • Lead custom projects, staying focused and meeting milestones

• Internal Collaboration
  • Partner with Sales and Trading to ensure client requests are met and clients’ expectations are exceeded
  • Effectively lead initiatives that require inter-departmental collaboration with stakeholders from product, creative studio, data, sales and trading
  • Collaborate with Product team to improve platform functionality and provide feedback on new product initiatives
  • Assist with challenging client requests or issue escalations as needed

Key Relationships:

Internal:

• Commercial & Trading members
• CS Team members
• Regional Management

External:

• Agencies (via sales team)
• Brands (via sales team)
• Vendors and Partners

Our Values:

We are building a diverse and inclusive team at Hybrid Theory. Our values bring us together and we look for people who align with them.

• • Embrace Differences – respect and value each other
  • Partner Smarter – flexibility and agility in relationships
  • Team by Nature – support each other
  • Stay the Course – composure under pressure
  • Love What You Do – have fun and smile
  • Go For the Win – stay focused and hungry
  • Always Be Ready – luck is where opportunity meets preparation
  • Find Your Balance – value work and personal lives
  • Curious Creativity – ask questions

About You:

You are an organized, self-starter, comfortable working in a fast-paced Sales environment. You possess excellent presentation and communication skills with an ability to adapt your communication style to the audience. You have a good understanding of technologies such as DMPs, DSPs, Data (in its various forms), trading desks, ad servers, ad exchanges, and audience targeting.  Your outstanding account management and client-relationship skills have led to a successful track record of building business and long-term partnerships. You are a creative problem-solver who goes above and beyond for your clients and are able to juggle multiple projects with varying deadlines.

Key Qualities Include:

• 1-2+ years of direct client management experience at an ad tech company, agency, tech vendor or publisher in a customer success, client service or account management role
• Experience with programmatic advertising preferred
• Good understanding of the digital landscape - ad networks/exchanges, DMPs, DSPs, SSPs, emerging technologies
• Well-versed in metrics such as CTR, CVR, ROI, CPA, CPC, CPL, ROAS
• Excellent organizational and project-management skills
• Deep track record of creating significant impact for your clients
• Ability to work in a fast-paced environment and adaptable to change
• Strong attention to detail and the ability to prioritize to meet challenging deadlines
• Have a high degree of technical aptitude with knowledge of ad serving, ad tags, and pixels
• Excellent verbal and written communication skills with both internal colleagues and external clients
• Strong analytical and strategic thinking, combined with experience in pulling data from multiple sources and delivering actionable insights to clients
• Be a curious, self-starter with a problem-solving mindset and a proactive, can do attitude
• A team-player with a consistent record of excelling and taking initiative
• Expertise with the Microsoft Office Suite. Slack and Confluence. Trello a plus

What we can offer
We are a growing company that provides the opportunity to take part in all sorts of business building conversations and experiences.  We have a desire to see people grow within our organization, and as we expand within and across geographies, we need talent who grow with the company.

On a daily basis, the role will be supported by an experienced digital media team with collective experience across adtech, media agency and ad sales. You will work closely with key stakeholders and the senior management team and get hands-on experience with our technology, learn smart data-driven approaches to digital media and be an integral part of building the US presence. Demonstrating key competencies and culture fit mean you can grow into and beyond your role as the team builds up in the US and into other new markets.     

We offer a competitive salary and compelling commission structure linked to the achievement of targets.

We have a bunch of perks that are enjoyed across the company including:        

• 28 days paid vacation leave
• Comprehensive Health Insurance
• Competitive 401k      
• Fitness Fund of $60/month