Account Manager, Client Support

Summary

Join DoubleVerify as an Account Manager on the Client Support Team and become the primary point of contact for self-service clients. You will manage client inquiries, provide platform guidance, troubleshoot issues, and address billing questions. Collaboration with internal teams is crucial for resolving complex problems and enhancing the self-service experience. The role requires strong communication, analytical, and problem-solving skills. You will work with various internal teams to improve platform functionality and client support resources. This position is ideal for someone with a customer-centric mindset and a passion for helping clients succeed in a self-service environment.

Requirements

• 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

Responsibilities

• 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
• 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
• 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

Preferred Qualifications

• 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