Manager, Customer Experience

What you'll do

• Act as the senior point of escalation for financial inquiries, ensuring that client relationships are nurtured and serviced at the highest executive level
• Direct and mentor a global team of eight, instilling a culture of proactive client service, responsiveness, and financial accuracy
• Collaborate with senior leadership to define business priorities that align internal finance operations with the evolving needs of global clients
• Lead initiatives to educate clients on IAS products, billing systems, and financial workflows to ensure a frictionless Order-to-Cash experience
• 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 organization
• Safeguard the integrity of contracts and customer data in Salesforce, ensuring internal systems reflect commitments made to partners
• Present regular updates and financial insights to clients, management, and global stakeholders with clarity and poise

Requirements

• 8+ years of high-touch, client-facing experience managing digital marketing/advertising campaigns and relationships with major brands or agencies
• Extensive experience in a corporate management role, with a track record of leading customer-centric teams
• Superior ability to manage external expectations, de-escalate sensitive financial issues, and deliver solutions under pressure
• Deep proficiency in Salesforce as both a CRM and a source of truth for client data
• Strong knowledge of the Order-to-Cash process, including complex analysis and reporting
• Exceptional oral and written communication skills, with the ability to translate technical financial data into actionable insights for clients
• Direct experience in the Advertising, Advertising Technology (AdTech), or SaaS industries

Tech stack

Benefits