Customer Success Team Lead
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 Team Lead to join our New York Customer Success 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!
The Team Lead will manage a group of Customer Success Managers and build their comprehensive knowledge of the verification and analytics space within the advertising industry to use this knowledge to support and advise clients’ digital media strategies. This role will suit an experienced Customer Success Manager and people manager who is passionate about making an impact, driving ROI for their clients, and forging strong high-level relationships with agencies and marketers directly.
What you’ll do:
- Perform a dual role within the customer success organization, leading a small team and managing a targeted list of critical accounts.
- Proactively manage and develop team members through regular pulse conversations, performance reviews, coaching opportunities, career planning, formal/informal training, etc.
- Ensure the team is working as effectively and efficiently as possible through adoption of Global Customer Success process, systems/tools and best practices.
- Oversee the lifecycle and all aspects of client health including on-boarding, value realization, and renewal, while spearheading further adoption of IAS services for your targeted list of key accounts.
- Master thorough knowledge of IAS products and services to ensure the timely and successful delivery of our solutions, according to the needs and objectives of each client.
- Own client meetings, including presenting product training, data analysis, strategic business reviews and additional engagement modules, and coach team members on their meeting leadership skills
- Develop a trusted advisor relationship with key client stakeholders and executive sponsors, fostering regular, impactful engagement, both with owned accounts and key accounts owned by your team
- Understand client goals and communicate and advocate for clients’ needs internally.
- Identify at risk opportunities and work with internal and external stakeholders to build and enact solutions, including providing leadership support for your teams’ at-risk accounts
- Work with Client Services, Sales, Product Marketing, and Finance to create best-in-class service experiences for all clients.
- Act as a thought leader within the larger Customer Success team to share industry learnings and demonstrate best practices
What you’ll need:
- 7+ years in a client-facing role ideally in a sales, account management, customer success, or business operations/program management capacity working with advertisers, agencies, networks and/or publishers
- Prior experience managing small high-performing teams is preferred, but not required
- A thorough understanding of AdTech, SaaS, or MarTech customer success models
- Experience in marketing/advertising/digital sales and/or adtech/martech industries is preferred
- Track record of owning customer relationships
- Excellent written, verbal and listening communication skills
- Proven track record of meeting or exceeding performance and retention goals
- History of collaborating effectively or leading cross-functional teams is a plus
- A service-oriented ethos with a strong business mindset and the ability to create strategic plans.
- Experience managing, consulting, and negotiating with clients with an excellent track record of retaining and growing a portfolio.
- Strong analytical skills, with the ability to identify business issues, analyse data, draw conclusions, and develop actionable recommendations.
- Exceptional organizational skills, with a proven track record of successfully managing projects to completion and precise attention to detail.
- Comfortable in a fast-paced, entrepreneurial, and rapid-growth environment. Ability to work independently as well as part of a team.
About Integral Ad Science
Integral Ad Science (IAS) is the global market leader in digital ad verification, offering technologies that drive high-quality advertising media. IAS equips advertisers and publishers with both the insight and technology to protect their advertising investments from fraud and unsafe environments as well as to capture consumer attention, and drive business outcomes. Founded in 2009, IAS is headquartered in New York with global operations in 17 offices across 13 countries. IAS is part of the Vista Equity Partners portfolio of software companies. For more on how IAS is powering great impressions for top publishers and advertisers around the world, 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.
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.