Job description
Who we are
DoubleVerify is a leading software platform for digital media measurement, data and analytics. DV’s mission is to be the definitive source of transparency and data-driven insights into the quality and effectiveness of digital advertising for the world’s largest brands, publishers and digital ad platforms. DV’s technology platform provides advertisers with consistent and unbiased data and analytics that can be used to optimize the quality and return on their digital ad investments. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best-in-class solutions across the digital advertising ecosystem, helping to build a better industry. Learn more at www.doubleverify.com.
The Role
As an Account Manager on the Client Support Team, you will be the primary point of contact for our self-service clients, helping them navigate our platform efficiently and independently. You will manage a queue of client inquiries, providing clear guidance on platform usage, troubleshooting issues, and addressing billing-related questions. Additionally, you will collaborate with internal teams to resolve complex issues and improve the self-service experience.
What you’ll do
Client Support & Platform Guidance:
- Manage and respond to client inquiries in a timely manner via a ticketing system.
- Educate clients on how to effectively use the platform to meet their goals.
- Address client billing inquiries, clarifying charges and resolving discrepancies.
- Proactively identify opportunities to enhance the self-service client experience.
Issue Resolution & Troubleshooting:
- Work with internal teams to investigate and resolve platform-related issues.
- Act as a liaison between clients and product, engineering, or support teams to escalate and track problem resolution.
- Identify recurring issues and provide feedback to improve platform functionality and self-service resources.
Cross-Functional Collaboration:
- Partner with internal teams to improve self-service documentation and FAQ materials.
- Provide feedback to Sales and product teams on client needs and common pain points.
- Contribute to initiatives that enhance automation and streamline self-service workflows.
Who you are
- 2+ years in account management, customer support, or a similar client-facing role.
- Bachelor’s Degree from an accredited institution
- Experience working with a SaaS or a digital platform.
- Familiarity with ticketing systems (e.g., Zendesk, Salesforce, or similar).
- Technical Proficiency: Comfortable using digital platforms and troubleshooting basic technical issues.
- Strong analytical and critical thinking skills to diagnose and resolve client concerns.
- Excellent written and verbal communication skills, with the ability to explain complex concepts clearly.
- Ability to work cross-functionally with technical and business teams.
- Have a Customer-Centric Mindset and passion for helping clients succeed within a self-service approach.
- Strong time management skills to handle multiple inquiries efficiently.
- Organized with a rigorous attention to detail, drive for excellence, and a positive “can-do” approach.
- Forward Thinker, always looking to improve processes.
Bonus:
- Direct experience working at one or more of the following: advertising agency, publisher, ad network or demand side platform
- Experience with Ad Serving technology
- Comprehensive understanding the online media marketplace.
- Experience managing online media products and technologies such as experience with creative trafficking, campaign management, or ad serving.
