Job Description: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.
Primary Location: US - New York, NY
Primary Location Base Pay Range:$102,900.00 - $176,400.00 Annual
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