Job Description:As a
Platform Technical Account Manager at Integral Ad Science, you own the post-sales technical relationship for key clients. Your primary objectives are to drive efficiency and business value by helping clients fully leverage IAS's solutions, analyze customer workflows, identify opportunities for process improvement, and serve as a trusted advisor on best practices in digital media and ad tech environments.
Note: The responsibilities below reflect the core of this role today, but this is a fluid position, priorities, ownership areas, and day-to-day focus will shift as client needs and internal processes evolve. We're looking for someone comfortable operating in grey areas, without a fully defined playbook, and who can adapt accordingly.
Key Responsibilities- Technical Advocacy & Service SLA Management:Serve as the main technical point of contact for key clients, delivering guidance on adopting and optimizing IAS' product offerings. Monitor and manage partner-specific technical support operations for IAS products and integrations to contractually defined Service Level Agreements (SLAs) and response/resolution metrics. Review and interpret client contracts to understand defined SLAs, obligations, and risk areas, and apply that understanding to prioritize work, escalate appropriately, and guide client-facing decisions.
- Workflow Automation:Audit internal processes to identify areas for automation, recommending and implementing AI-driven solutions to streamline day-to-day work.
- Proactive Support:Monitor client health and key metrics with insights; flag anomalies, preempt issues, and ensure clients are positioned for success.
- Enablement & Training:Deliver training sessions and supporting materials to upskill client teams on new AI-driven features and integrations.
- Continuous Improvement & Feedback Loop:Gather and relay client feedback to Product and Engineering, advocating for new automation capabilities and smarter workflows.
- Cross-Functional Collaboration:Partner closely with internal stakeholders across Business Development, Solutions Engineering, Product, Engineering, and Operations to support account growth, align on feature roadmaps, and resolve complex technical escalations seamlessly. Be able to work in non-defined roles and responsibilities to deliver results.
- Client Travel:Occasional travel to client sites may be required to build relationships, deliver trainings, or conduct strategic technical reviews.
Required Skills & Qualifications- 5+ years as a TAM, platform support, or technical client success role (preferably in ad tech or SaaS).
- Experience working directly at or with major social platforms (e.g., Meta, TikTok, YouTube) and managing ongoing technical operations.
- Strong understanding of AI/automation in digital media; hands-on experience using or implementing AI tools.
- Excellent analytical, troubleshooting, and client communication skills, with a proven track record of managing and meeting strict contractual client SLAs.
- Ability to translate business challenges into technical solutions, effectively collaborating across departments (Product, Engineering, Sales, BD) to achieve client objectives.
- Comfort operating in a fluid, evolving role with undefined or shifting responsibilities; adaptability is essential.
- BA/BS required.
Success Measures- Client Satisfaction and Retention: High client satisfaction scores and strong retention and growth of client business.
- Operational Efficiency and AI-Implementation: Measurable time savings and workflow improvements achieved for client support operations through implementation of AI tools.
- Business Acumen in Practice: Demonstrated ability to apply contract and SLA knowledge to day-to-day prioritization, escalation, and client management decisions.
- Critical Thinking & Navigating Ambiguity: Proven ability to operate in complex, undefined situations - applying critical thinking, building structure without formal guidance, and making sound decisions with incomplete information.
IAS Pay Transparency: The annualized base salary ranges for the primary location, and any additional locations are listed below. Our pay ranges are based on the work location. As part of IAS compensation package, we offer a comprehensive benefits package that includes paid time off, health insurance (medical, dental, vision) as well as PPO, HSA and FSA options and 401k with employer matching contributions. All full-time employee roles include competitive compensation and are eligible for an annual bonus and/or other incentive plans. Each candidate's compensation package is based on multiple factors, but not limited to, geography, experience, skills, job duties, and business need.
Primary Location: US - Chicago, IL
Primary Location Base Pay Range:$67,200.00 - $115,200.00 Annual
Additional Locations: US - New York, NY
Additional Locations Pay Range: 79,100.00 - 135,600.00 USD Annual
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