Director, Customer Success, LATAM at Integral Ad Science

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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 Director to join our 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!

As a Director of Customer Success, you will manage a growing team of Customer Success Managers that engage with IAS marketers, advertisers and agency accounts. Reporting to the VP of Americas Customer Success, you will lead, structure, and implement retention, satisfaction and expansion strategies across IAS’s growing customer base. This is a highly-visible role with massive growth potential that sits at the heart of our customer experience.  You will be a crucial part of our Customer Success team and have a seat at the table along with the leaders of the Americas and Global teams. 

What you’ll do:

  • Deliver against goals of retaining and expanding business and driving improved customer satisfaction across the company’s largest and most strategic accounts
  • Lead a team of Customer Success Managers aligned to IAS’s LATAM region
  • Proactively manage and develop team members through regular coaching, performance reviews, career planning, and training
  • Rigorously track and report on key metrics for Customer Success, including Revenue, NPS, Customer Satisfaction, and Customer Health
  • Partner with Sales, Technical Client Services, Product and other teams across the globe to deliver exceptional an exceptional customer experience to IAS users 
  • Lead initiatives that continue to improve internal processes and systems for the Customer Success team 
  • Act as internal and client-facing escalation point for large-scale client and/or team issues, owning evaluation and resolution and communicating upwardly as appropriate
  • Travel up to 25% of time for customer meetings and internal company meetings

You should apply if you have most of this: 

  • 8+ years of experience in marketing/digital/ad tech/mar tech in a sales, account management, customer success, or business operations/program management capacity, working with agencies, advertisers, networks and/or publishers helping them to achieve their desired outcome
  • 3+ years managing high performing teams
  • Trilingual in English/Spanish/Portuguese preferred; Bilingual in English/Spanish a must
  • Track record of owning customer relationships and exceeding performance and retention goals and expanding business and relationships with existing customers
  • Experience in global organizations
  • History of collaborating effectively or leading cross-functional teams 
  • Excellent written, verbal and listening communication skills
  • Experience with CRM (Salesforce) and Customer Success tools (e.g., SFDC, Gainsight)
  • Bachelor's degree, IT or business related field preferred; Master’s degree a plus

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 18 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.

California Applicant Pre-Collection Notice:

We collect personal information (PI) from you in connection with your application for employment or engagement with IAS, including the following categories of PI: identifiers, personal records, commercial information, professional or employment or engagement information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment or engagement. For additional details or if you have questions, contact us at [email protected]

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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    • Aha!Management
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    • InsightlyCRM
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    • MarketoEmail
    • MarketoLead Gen

Location

At the corner of State & Madison in The Loop, IAS is just a short walk away from Millennium Park, the Chicago Riverwalk, and more.

An Insider's view of Integral Ad Science

How would you describe the company’s work-life balance?

While there’s never a shortage of engaging work to be done, IAS encourages balance with perks like paid volunteer time, unlimited discretionary vacation, and Summer Fridays. On a deeper level, I’m comfortable bringing my authentic self to work. IAS is home to active employee resource groups such as IAS Working Parents, as well as informal groups.

Jessica

Software Engineer

What does your typical day look like?

A typical day involves checking in on client performance, pulling reports, answering questions, & ultimately acting as the face of IAS to my set of clients. I like to think of the Customer Success Manager role as a middle-person between our clients & the solutions needed. The key is not to have all the answers, but to know where you can find them.

Zach

Associate Customer Success Manager

How has your career grown since starting at the company?

I joined IAS in April 2020, and it’s one of the best decisions I’ve made for my career. I’ve helped train teams how to interview, hired dynamic senior level employees to support the growth of our teams, and been given a level of autonomy that I’ve been craving. Everyday is a new challenge that pushes me to evolve, and I love it!

Timothy

Recruiter

How do you make yourself accessible to the rest of the team?

It's more important than ever to have open channels of communication. We hold weekly virtual town halls where we keep everyone updated on important company news, but more importantly, open our leadership team up for questions. We have several open Slack channels where the team can ask about anything - from my US Open picks to our latest policies.

Lisa

Chief Executive Officer

How does your team reward individual success?

My team popularized the notion of awarding karma points on slack which are a light-hearted reward to show appreciation. We also give a shoutout in the R&D newsletter for individual and team achievements.

Milap

DevOps Engineer

What are Integral Ad Science Perks + Benefits

Integral Ad Science Benefits Overview

We want our employees to stay happy, healthy, and inspired. At IAS, we offer unlimited PTO, comprehensive health insurance, and much more - from an employee volunteer program to happy hours and snacks in the office.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Friday.
Happy Hours
Recreational Clubs
IAS sponsors group sports like Basketball, Soccer and Volleyball.
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship is part of our Manager Program and Internship Program.
Time allotted for learning
Online course subscriptions available
Customized development tracks
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