Sr./Director of Customer Success

New York, NY
Full Time
Mid Level

Sr./Director of Customer Success

Employment Type: Full Time
Location: NYC
Minimum Experience: Mid Level 
Salary: $150k

About the Company

Pixalate is a cross-platform digital advertising fraud intelligence company, offering the only system of coordinated invalid traffic (“IVT”) detection solutions across desktop, mobile web, mobile in-app, and OTT/CTV for better detection, diagnosis, and elimination of ad fraud.

Position Overview

We are looking for dynamic, data-driven, and charismatic candidates to fill this Customer Success role on the East Coast of the US. Successful candidates will be able to establish and maintain active relationships with client accounts through regular and consistent engagement, demonstrating deep market knowledge and programmatic expertise.

What will you do?

  • Present Pixalate solutions to key clients within the programmatic ecosystem, including major sell-side platforms (“SSPs”), demand-side platforms (“DSPs”), ad exchanges, and publishers
  • Maintain awareness of client needs and opportunities for expansion
  • Understand the competitive landscape, new industry developments, and standards
  • Drive positive customer success outcomes: retention, expansion, churn reduction, client advocacy, and account lifetime value
  • Ensure Pixalate product adoption, client satisfaction, and account health

What do you need to know?

  • Programmatic digital advertising sufficiently well to communicate client requests to Pixalate’s technical teams
  • Ad servers/exchanges/DSPs/SSPs and the role of each in the digital advertising ecosystem
  • Differences and similarities among digital advertising channels (e.g., display, mobile web, in-app mobile, and OTT/CTV)
  • Invalid traffic (IVT) and viewability in the context of digital advertising

What skills, education, and experience should you possess?

  • BA/BS degree in technical, business, or other related field (or equivalent experience)
  • 6+ years of experience in client-facing AdTech customer success, technical account management, and/or technical sales roles at SSPs, DSPs, exchanges, advertisers, agencies, publishers, ad networks, or other digital advertising technology vendors
  • Excellent time management and organizational skills
  • Ability to maintain poise under stress, especially when resolving time-sensitive issues
  • Understanding of digital media ecosystem terminology and ad operations tools and practices (e.g., campaign optimization, JavaScript, tagging, cookies, macro,s and platforms)
  • Highly skilled in MSFT Excel (e.g., pivot tables and graphs) and Salesforce (e.g., reporting and dashboards); and familiar with Google Drive (i.e., Docs, Sheets, and Slides) and Jira (or comparable issue tracking systems)
  • Ability to manage/influence professionally and effectively through persuasion, negotiation, and consensus building
  • Data-driven, analytical, and process-oriented
  • Excellent written and verbal communication/presentation skills
  • Self-starter capable of thriving in a startup environment
  • Demonstrable ability to take ownership and accountability, and act on client goals and objectives in a technical environment

What will you oversee?

  • Onboarding
  • Training
  • Customer Support
  • Business Reviews and Reporting
  • Subscription Renewals / Cross-sells / Up-sells
  • Account health assessments
  • Advocacy

Would you like to work at Pixalate?

  • Everyone’s a data addict and an analytical thinker
  • Titles don’t mean much; you attain respect by producing results
  • We appreciate small, highly productive teams
  • Slack is a way of life; short emails are encouraged
  • We hold a fearless attitude in high esteem
  • We worship bold ideas
  • Chess players do well
  • We revere collaboration, collaboration, collaboration!

What perks do we have to offer?

  • We focus on doing things differently and challenge each other to be the best we can be, offering our employees:
  • Experienced leadership and founding team
  • Casual environment
  • Flexible hours (yes, we mean it - you will never have to sit in traffic anymore!)
  • Subsidized lunches (via a GrubHub allowance)
  • Fun team events
  • High-performing team that wants to win and have fun doing it
  • Extremely competitive compensation
  • Opportunity for advancement (Pixalate will be what you make it)

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