Senior Customer Experience Associate

Senior Customer Experience Associate

Integral Ad Science (IAS) is a global technology and data company that builds verification, optimization, and analytics solutions for the advertising industry and we're looking for a Senior Customer Experience Associate to join our Finance team. The Senior Customer Experience Associate will own end to end solutions to address issues raised by clients while maintaining and servicing those relationships at the highest level. Someone with enthusiasm and energy, a keen attention to detail, the ability to work in a fast-paced environment, and a team-player looking for mentorship/coaching will be a perfect applicant. The ideal candidate is naturally curious, dedicated, detail-oriented with a strong desire to work with awesome people in a highly collaborative environment.

Responsibilities:

• Direct Client Management: Act as the dedicated financial point of contact for designated accounts, providing elite support and responsiveness to client needs.
• Strategic Problem Solving: Directly engage with clients to resolve billing and data discrepancies, turning potential friction points into opportunities for relationship building.
• Client Education & Advocacy: Conduct deep-dives with clients to educate them on IAS products, billing systems, and financial workflows to ensure seamless partnerships.
• Stakeholder Liaison: Bridge the gap between external clients and internal teams (Sales, Legal, Product) to drive resolution on account-level issues.
• Cross-Regional Support: Represent the Finance team across multiple regions, participating in high-level client meetings and stakeholder briefings.
• Data Integrity: Safeguard the accuracy of contracts and customer data within Salesforce to ensure a "gold standard" client experience.

Qualifications:

• 4+ years of external, client-facing experience managing digital marketing/advertising campaigns and direct relationships with customers or agencies.
• Client Service Skills: Proven ability to manage client expectations, de-escalate issues, and communicate financial complexities to non-finance audiences.
• Technical Proficiency: Salesforce experience is required.
• Financial Literacy: Strong knowledge of the billing process, including analysis and reporting.
• Communication: Exceptional oral and written communication skills; must be comfortable presenting to external stakeholders.
• Analytical Mindset: Strong quantitative and problem-solving skills with a hands-on, detail-oriented approach.
• 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.
• Software Familiarity: Experience with or exposure to Workday

Integral Ad Science (IAS) is a global leader in digital media quality. IAS makes every impression count, ensuring that ads are viewable by real people, in safe and suitable environments, activating contextual targeting, and driving supply path optimization. Our mission is to be the global benchmark for trust and transparency in digital media quality for the world's leading brands, publishers, and platforms. We do this through data-driven technologies with actionable real-time signals and insight. Founded in 2009 and headquartered in New York, IAS works with thousands of top advertisers and premium publishers worldwide. For more information, visit integralads.com.

Equal Opportunity Employer:

IAS is an equal opportunity employer, committed to our diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability, or age. We strongly encourage women, people of color, members of the LGBTQIA community, people with disabilities and veterans to apply.

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 - New York, NY

Primary Location Base Pay Range:

$69,300.00 - $118,800.00 Annual