Customer Success Manager
Location: New York City
Reporting to: Director, Account Management
About the Company

DoubleVerify is the recognized market innovator with the technology and tools that accurately authenticate the quality of digital media and drive ad performance for the world's largest brands. DV provides media transparency and accountability to deliver the highest level of impression quality for maximum advertising performance. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best in class solutions across the digital ecosystem that help build a better industry. Learn more at doubleverify.com.
Position Overview

The Customer Success Manager is responsible for training new clients on the DV platform (Pinnacle), overseeing the campaign setup process, educating the end users on the DV product suite and offer ongoing support during the first 3-6 months of any client relationship.
This position will be responsible for servicing all aspects of new customer accounts and tests. He/she will oversee campaigns through kick-off, implementation, launch, reporting and remediation. The Customer Success Manager will work closely and collaboratively with Sales, Account Management, Implementation, Product Management and Engineering to deliver world class customer service and solutions to market. The Customer Success Manager plays an integral role in training and supporting all new DV clients on their road to success. The Customer Success Manager needs to assess client product needs and will be responsible for educating customers about all aspects of the DoubleVerify product suite, and how products can be leveraged to meet their goals and objectives.

It is imperative for the Customer Success Manager to create an account profile for each client or prospect in order to properly transition the accounts to the Account Manager when the time is right. This profile needs to be frequently updated and recorded in SalesForce.com.

Job Responsibilities

• Responsible for training and onboarding new customers in the first 3-6 months of the relationship.
• Responsible for overseeing the entire campaign management process for any tests and new clients.
• Educate clients on the DV Product suite, methodology and platform.
• Compile performance evaluations for each client/prospect, highlighting the DoubleVerify value proposition throughout.
• Provide strategic and tactical client service to complex, high touch customer base.
• Ensure the quality of services and solutions, including satisfactory resolution of all support requests, and troubleshooting of all reporting, ad-serving, or data issues.
• Organize and conduct kick-off calls with clients and internal teams to understand campaign deliverables.
• Monitor and report campaign performance to ensure delivery and extracts insight from reports.
• Understand and effectively communicate DoubleVerify’s value proposition, technology, and partnerships as relates to growth of current and prospective client accounts.
• Successfully manage customer expectations throughout the campaign lifecycle.
• Develop and maintain strong, active relationships with clients at both senior and mid-management levels.
• Hands on management of client business processes including, but not limited to onboarding and implementation, reporting and proactive remediation.
• Finesse sometimes complicated relationships across Advertisers, Agencies, Networks, Publishers, and 3rd Party Technology partners.
• Participate in client meetings to understand partner goals and objectives.
• Manage and/or participate in ongoing process improvement initiatives.
• Close the feedback loop internally by providing customer insights on ways DoubleVerify may improve products and services.
• Other responsibilities may be required such as attending offsite meetings, conferences or industry events, etc. as necessary.
• Special projects as identified by management

Minimum Qualifications

• 5+ years overall work experience.
• 2+ years of experience in Campaign or Account Management with a deep understanding of the online advertising industry.
• Bachelor’s Degree or equivalent/higher level of education.
• Exceptional command of Microsoft Excel and PowerPoint.
• Direct experience working at one or more of the following: advertising agency, publisher, ad network or demand side platform.

Preferred Qualifications

• Experience with Ad Serving technology
• Experience managing display/video campaigns.
• Experience in training/educating clients on technology products and/or platform solutions.
• Comprehensive understanding of the online media marketplace.
• Experience managing online media products and technologies such as experience with creative trafficking, campaign management, or ad serving.
• Self-motivated, independent thinker and a team player, who will hit the ground running.
• Proven ability to handle multiple deliverables with tight deadlines, manage competing priorities, and consistently perform in high pressure environments.
• Outstanding written and verbal communication skills, capable of conveying issues clearly, making points concisely and ensuring successful overall communication channels.