Manager, Customer Experience

Job Description:

Integral Ad Science (IAS) is a global technology and data company that builds verification, optimization, and analytics solutions for the advertising industry. We are looking for a Manager, Customer Experience to join our Finance team.

The Manager, Customer Experience will be a player-coach opportunity, directing a global team that owns the end-to-end financial relationship with our clients. We are looking for a team leader and client advocate who can navigate complex financial conversations, resolve high-level discrepancies, and maintain elite-level service. The ideal candidate is someone who pairs technical financial rigor with the "soft skills" required to build trust and transparency with our largest global partners.

Responsibilities:

• Strategic Client Partnership: Act as the senior point of escalation for financial inquiries, ensuring that client relationships are nurtured and serviced at the highest executive level.

• Global Team Leadership: Direct and mentor a global team of eight, instilling a culture of proactive client service, responsiveness, and financial accuracy.

• Operational & Client Strategy: Collaborate with senior leadership to define business priorities that align internal finance operations with the evolving needs of our global clients.

• External Education: Lead initiatives to educate clients on IAS products, billing systems, and financial workflows to ensure a frictionless "Order-to-Cash" experience.

• Cross-Functional Diplomacy: Liaise between clients and internal teams (Sales, Legal, and Product) to drive resolution on complex data or billing issues, acting as the "Voice of the Client" within the Finance org.

• Data Stewardship: Safeguard the integrity of contracts and customer data in Salesforce, ensuring that our internal systems reflect the commitments made to our partners.

• Stakeholder Communication: Present regular updates and financial insights to clients, management, and global stakeholders with clarity and poise.

Qualifications:

• 8+ years of high-touch, client-facing experience managing digital marketing/advertising campaigns and relationships with major brands or agencies.

• Proven Leadership: Extensive experience in a corporate management role, with a track record of leading customer-centric teams.

• Client Service Excellence: Superior ability to manage external expectations, de-escalate sensitive financial issues, and deliver solutions under pressure.

• Technical Expertise: Deep proficiency in Salesforce as both a CRM and a source of truth for client data.

• Financial Acumen: Strong knowledge of the Order-to-Cash process, including complex analysis and reporting.

• Executive Communication: Exceptional oral and written communication skills, with the ability to translate technical financial data into actionable insights for clients.

• Industry Expertise: Direct experience in the Advertising, Advertising Technology (AdTech), or SaaS industries.

What puts you over the top:

• Bilingual Skills: Fluency in Spanish to support our global client base.

• Financial Systems: Hands-on experience with Workday.

About Integral Ad Science

Integral Ad Science (IAS) is a global leader in digital media quality. IAS makes every impression count, ensuring that ads are viewable by real people, in safe and suitable environments, activating contextual targeting, and driving supply path optimization. Our mission is to be the global benchmark for trust and transparency in digital media quality for the world’s leading brands, publishers, and platforms. We do this through data-driven technologies with actionable real-time signals and insight. Founded in 2009 and headquartered in New York, IAS works with thousands of top advertisers and premium publishers worldwide. For more information, 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.

IAS Pay Transparency:

The annualized base salary ranges for the primary location, and any additional locations are listed below. Our pay ranges are based on the work location. As part of IAS compensation package, we offer a comprehensive benefits package that includes paid time off, health insurance (medical, dental, vision) as well as PPO, HSA and FSA options and 401k with employer matching contributions. All full-time employee roles include competitive compensation and are eligible for an annual bonus and/or other incentive plans. Each candidate’s compensation package is based on multiple factors, but not limited to, geography, experience, skills, job duties, and business need.

Primary Location:

US - New York, NY

Primary Location Base Pay Range:

$102,900.00 - $176,400.00 Annual

About Integral Ad Science:

Integral Ad Science (IAS) is a leading global media measurement and optimization platform that delivers the industry’s most actionable data to drive superior results for the world’s largest advertisers, publishers, and media platforms. IAS’s software provides comprehensive and enriched data that ensures ads are seen by real people in safe and suitable environments, while improving return on ad spend for advertisers and yield for publishers. Our mission is to be the global benchmark for trust and transparency in digital media quality. For more information, 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].

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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