Who we are

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

The Role

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 & independently. You will manage a queue of client inquiries, providing clear guidance on platform usage, troubleshooting issues, & addressing billing-related questions. Additionally, you will collaborate with internal teams to resolve complex issues & improve the self-service experience.

What youll do

Client Support & Platform Guidance:

• Manage & 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 & resolving discrepancies.
• Proactively identify opportunities to enhance the self-service client experience.
  
  

Issue Resolution & Troubleshooting:

• Work with internal teams to investigate & resolve platform-related issues.
• Act as a liaison between clients & product, engineering, or support teams to escalate & track problem resolution.
• Identify recurring issues & provide feedback to improve platform functionality & self-service resources.
  
  

Cross-Functional Collaboration:

• Partner with internal teams to improve self-service documentation & FAQ materials.
• Provide feedback to Sales & product teams on client needs & common pain points.
• Contribute to initiatives that enhance automation & streamline self-service workflows.

Who you are

• 2+ years in account management, customer support, or a similar client-facing role.
• Bachelors Degree from an accredited institution
• Experience working with a SaaS or a digital platform.
• Familiarity with ticketing systems (e.g., Zendesk, Salesforce, or similar).
• Technical Proficiency: Comfortable using digital platforms & troubleshooting basic technical issues.
• Strong analytical & critical thinking skills to diagnose & resolve client concerns.
• Excellent written & verbal communication skills, with the ability to explain complex concepts clearly.
• Ability to work cross-functionally with technical & business teams.
• Have a Customer-Centric Mindset & 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, & a positive can-do approach.  
• Forward Thinker, always looking to improve processes.

Bonus:

• Direct experience working at one or more of the following: advertising agency, publisher, ad network or demand side platform
• Experience with Ad Serving technology
• Comprehensive understanding the online media marketplace.
• Experience managing online media products & technologies such as experience with creative trafficking, campaign management, or ad serving.