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Client Success Strategist

2 meses atrás

São Paulo, São Paulo, Brasil DoubleVerify Tempo inteiro

Key Responsibilities

DoubleVerify is seeking a dedicated Customer Success Manager to enhance our expanding operations. This role is crucial in facilitating the testing and onboarding of new strategic clients, setting performance indicators, managing the campaign initiation process, and educating users on the DV product suite and analytics. The Customer Success Manager will also establish best practices and provide continuous support during the initial months of the client relationship.

In collaboration with Sales, Account Management, Implementation, Marketing Analytics, and Product Management teams, the Customer Success Manager will ensure exceptional service delivery and tailored solutions for our clients. This individual will evaluate client product requirements and guide customers on how to effectively utilize the DV product suite to achieve their specific business objectives.

From the outset of the client relationship, the Customer Success Manager will develop an account profile and playbook for each new client to ensure sustained success with their long-term Account Manager.

  • Facilitate training and onboarding for new strategic clients during the initial months of engagement.
  • Oversee the complete campaign launch and management process for strategic testing opportunities.
  • Provide strategic and tactical client service and recommendations to a complex, high-touch customer base.
  • Lead client meetings to comprehend strategic media goals and business objectives, effectively crafting a customized strategy playbook for client success.
  • Clearly articulate DV's value proposition, products, technology, and partnerships in relation to the growth of prospective and new client accounts.
  • Collaborate with local DV teams globally to ensure quality and consistency for multi-market launches, addressing all support requests and troubleshooting effectively.
  • Analyze and communicate key insights to guide client optimization decisions and strategies.
  • Cultivate and maintain strong relationships with clients at both senior and mid-management levels.
  • Foster relationships across the ecosystem, including Advertisers, Agencies, Networks, Publishers, and Third-Party Technology partners.
  • Initiate and participate in ongoing process improvement initiatives.
  • Provide internal feedback based on customer insights to enhance DV products and services.
  • Additional responsibilities may include attending offsite meetings, conferences, or industry events as required.
  • Engage in special projects as designated by management.

Ideal Candidate Profile

  • Bachelor's Degree from an accredited institution or equivalent professional experience.
  • 4+ years of experience in the digital media, marketing, or ad tech industry.
  • 2+ years of experience in a client-facing or client support role.
  • Proven experience in training and educating clients on technology products and platform solutions, with the ability to simplify complex concepts for diverse audiences.
  • Direct experience in advertising agencies, publishing, ad networks, or demand-side platforms.
  • Proficient in Excel and PowerPoint, with strong analytical skills.
  • Effective communication skills with all levels of management, including senior executives.
  • Experience managing online media products and technologies, including ad verification, trafficking, campaign management, and ad serving.
  • Demonstrated ability to manage multiple deliverables under tight deadlines while maintaining high performance.
  • Exceptional written and verbal communication skills, with the ability to convey issues clearly and maintain effective communication channels.
  • Experience in deriving actionable insights from large data sets.
  • Highly organized with a keen attention to detail and a positive attitude.
  • Bilingual candidates are encouraged to apply, particularly those fluent in Spanish.

The starting salary for the successful candidate will be determined based on various non-discriminatory factors, including qualifications, skills, experience, and internal equity relative to peers at DV. This role may also be eligible for bonuses, equity, and benefits.

While the above outlines the expectations for this position, we are open to a diverse range of profiles and recognize that the successful candidate may possess varying levels of experience.

Note: Research indicates that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalized groups often apply only when they meet all requirements. If you believe you have the qualifications for this role, we encourage you to apply.