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Customer Success Manager, Latam
Posted on 2/1/2022
New York, NY, USA
Experience Level
Desired Skills
  • Bachelor's degree, IT or business related field preferred
  • Fluency in reading and writing Spanish in a business setting. Portuguese fluency a big plus
  • 5+ years of experience working with customers to help them achieve their desired outcomes; ideally in a sales, account management, customer success, or business operations/program management capacity
  • Experience in enterprise software industry, ideally SaaS
  • Experience in marketing/advertising/digital sales and/or adtech/martech industries is preferred
  • Experience working with advertisers, agencies, networks and/or publishers is preferred
  • Experience in owning and successfully resolving customer issues to ensure value is realized and outcomes achieved
  • Excellent written, verbal and listening communication skills
  • Proven track record of meeting or exceeding performance and retention goals
  • Experience with Salesforce.com
  • Experience with Account Management/Customer Success tools
  • Experience with MS PowerPoint and Excel
  • Be the champion and advocate for the customer at IAS
  • Use in-depth knowledge of customer industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products
  • Partner closely with customers to clearly articulate and communicate customer desired business objectives and outcomes to IAS stakeholders
  • Internalize and translate customer outcomes in order to recommend high value IAS products & solutions that can successfully achieve customer results
  • Build trusted relationships with executives and key stakeholders within customer organizations to understand their strategic goals, generate proper levels of adoption, manage renewals, and create new revenue opportunities
  • Be disciplined with continued customer engagement to continually drive engagement, adoption and overall value for the customer. This includes establishing a regular cadence (e.g., bi-weekly meetings, regular business reviews) with key customer personnel and repeatedly demonstrating the value of IAS solutions
  • Be accountable for customer success and customer satisfaction overall, and, ultimately, renewal and retention results
  • Proactively track and manage customer relationship health by owning issue resolution and, if necessary, escalating issues
  • Handle escalations and resolve issues for customers through coordination across functional areas of the company, including Marketing, Sales, Client Services, Engineering, Finance, Training, and/or Support
  • Identify opportunities and close additional revenue from assigned customers, including upselling and cross-selling of related products; as appropriate, work with IAS Sales Executives to prove value to customers and close additional business
  • Demonstrate product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s)
  • Leverage the broader IAS on-boarding team, methodologies, and best practices to support successful implementation on the customer side
  • Develop new materials - presentations, roll-out plans, and proposals - to facilitate customer engagement
  • Rigorously track and report on key metrics for customer success, including Annual Recurring Revenue growth (ARR), NPS, and Customer Health
  • Craft and continuously update strategic account plans
  • Participate in cross-functional initiatives designed to transform process, tools utilized by global Customer Success organization
Desired Qualifications
  • History of collaborating effectively or leading cross-functional teams is a plus
Integral Ad Science

501-1,000 employees

Global technology and data company
Company Overview
IAS's mission is to be the global benchmark for trust and transparency in digital media quality.
  • Healthcare: Comprehensive health insurance
  • Flexible PTO: Take what you need, when you need it
  • Retirement: 401k match in the US, country-specific pension plans
  • Parental leave: Full maternity and paternity leave
  • Community: Volunteer opportunities
  • Celebrating team players: Peer-nominated awards
  • Meals and snacks: Stocked kitchens to fuel your day
  • Team events: Frequent happy hours, parties and outings
Company Values
  • We Innovate: We build cool stuff. Innovation is at the core of what we do. We build products, deliver solutions, and generate ideas that provide valuable functions for our customers.
  • We Are Accountable: We hold ourselves and each other accountable for our conduct with teammates and our customers. We take full ownership for our deliverables.
  • We Are One Team: We value and rely on each other. We are inclusive. We show up for each other, and we act with empathy and consideration for the benefit of the team.
  • We Do the Right Thing: Regardless of whether anyone is looking or not. We act with honesty, transparency, and integrity in working with each other and with our customers.
  • We Are Customer Obsessed: We put the customer front and center of everything that we do. Our customers’ success is our success.
  • We have a Bias for Action: Speed matters in business. We move at high velocity and we privilege risk-taking.