AdTechTalent
Other2 months agoHybrid

Integral Ad Science

Manager, Customer Experience

customer experienceclient managementfinancial operationsSalesforceOrder-to-Cashteam leadershipadvertisingAdTechSaaSWorkdayfinancial analysisclient advocacyglobal team

Key details

Salary

$103K – $176K

Employment type

Full-time

Seniority

Senior

Years experience

5-10

Location

New York, US

Full job description

Integral Ad Science is seeking a Manager, Customer Experience to lead a global finance team managing end-to-end financial relationships with clients. The role requires 8+ years of client-facing experience in digital marketing/advertising, strong leadership skills, proficiency in Salesforce and Order-to-Cash processes, and experience in Advertising, AdTech, or SaaS industries. Responsibilities include managing financial escalations, mentoring a global team, collaborating with senior leadership, educating clients on financial workflows, resolving complex billing issues, maintaining data integrity in Salesforce, and communicating financial insights to stakeholders. The position is full-time, hybrid, based in New York, NY, with a salary range of $102,900 to $176,400 annually. Benefits include paid time off, health insurance, 401k with matching, and eligibility for bonuses.

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

SalesforceWorkday

Benefits

Paid time offHealth insurance (medical, dental, vision)PPO, HSA and FSA options401k with employer matching contributionsCompetitive compensationEligibility for annual bonus and/or other incentive plans

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