Account Manager, Client Support

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

DoubleVerify is a leading software platform for digital media measurement, data and analytics. DV’s mission is to be the definitive source of transparency and data-driven insights into the quality and effectiveness of digital advertising for the world’s largest brands, publishers and digital ad platforms. DV’s technology platform provides advertisers with consistent and unbiased data and analytics that can be used to optimize the quality and return on their digital ad investments. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their digital ad investments by delivering best-in-class solutions across the digital advertising ecosystem, helping to build a better industry. Learn more at www.doubleverify.com.

As an Account Manager on the Client Support Team, you will be the primary point of contact for our self-service clients, helping them navigate our platform efficiently and independently. You will manage a queue of client inquiries, providing clear guidance on platform usage, troubleshooting issues, and addressing billing-related questions. Additionally, you will collaborate with internal teams to resolve complex issues and improve the self-service experience.

Requirements

• Experience: 2+ years in account management, customer support, or a similar client-facing role.
• Education: Bachelor’s Degree from an accredited institution.
• Platform Experience: Experience working with a SaaS or a digital platform.
• Ticketing Systems: Familiarity with ticketing systems (e.g., Zendesk, Salesforce, or similar).
• Technical Proficiency: Comfortable using digital platforms and troubleshooting basic technical issues.
• Analytical Skills: Strong analytical and critical thinking skills to diagnose and resolve client concerns.
• Communication Skills: Excellent written and verbal communication skills, with the ability to explain complex concepts clearly.
• Collaboration: Ability to work cross-functionally with technical and business teams.

Responsibilities

• Client Support & Platform Guidance:
  • Manage and respond to client inquiries in a timely manner via a ticketing system.
  • Educate clients on how to effectively use the platform to meet their goals.
  • Address client billing inquiries, clarifying charges and resolving discrepancies.
  • Proactively identify opportunities to enhance the self-service client experience.
• Issue Resolution & Troubleshooting:
  • Work with internal teams to investigate and resolve platform-related issues.
  • Act as a liaison between clients and product, engineering, or support teams to escalate and track problem resolution.
  • Identify recurring issues and provide feedback to improve platform functionality and self-service resources.
• Cross-Functional Collaboration:
  • Partner with internal teams to improve self-service documentation and FAQ materials.
  • Provide feedback to Sales and product teams on client needs and common pain points.
  • Contribute to initiatives that enhance automation and streamline self-service workflows.

Application Instructions

• Not specified.

Company Information

DoubleVerify is a leading software platform for digital media measurement, data and analytics. DV’s mission is to be the definitive source of transparency and data-driven insights into the quality and effectiveness of digital advertising for the world’s largest brands, publishers and digital ad platforms. DV’s technology platform provides advertisers with consistent and unbiased data and analytics that can be used to optimize the quality and return on their digital ad investments. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their digital ad investments by delivering best-in-class solutions across the digital advertising ecosystem, helping to build a better industry.