Account Manager, DoubleVerify

• 2+ years in account management, customer support, or a similar client-facing role
• Bachelor’s Degree from an accredited institution
• Experience working with a SaaS or digital platform
• Familiarity with ticketing systems (e.g., Zendesk, Salesforce, or similar)
• Technical Proficiency: Comfortable using digital platforms and troubleshooting basic technical issues
• Strong analytical and critical thinking skills to diagnose and resolve client concerns
• Excellent written and verbal communication skills, with the ability to explain complex concepts clearly
• Ability to work cross-functionally with technical and business teams
• Have a Customer-Centric Mindset and passion for helping clients succeed within a self-service approach
• Strong time management skills to handle multiple inquiries efficiently
• Organized with a rigorous attention to detail, drive for excellence, and a positive “can-do” approach
• Forward Thinker, always looking to improve processes

Desirable

• As an Account Manager on the Client Care and 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
• Manage and respond to client inquiries in a timely manner via a ticketing system
• Onboard and 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
• 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
• Partner with internal teams to improve self-service documentation, FAQs, and onboarding 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