Job Description

About the Role

We are looking to expand our Leadership team with the newly created position of VP of Account Management. This person should be able to effectively manage and scale a team of account managers in charge of existing relationships with publisher partners. This involves setting call cadence with partners, recommending opportunities for performance improvement, creating upsell opportunities, reducing churn, and ensuring that any troubleshooting inquiries are handled quickly and thoroughly. The role also involves ideating, executing and iterating processes in order to improve the overall account management workflow as we scale. The role requires tracking performance closely for all partners so that we are always prepared and able to maximize performance. They will be responsible for ensuring professional development, mentoring, and training for the Account Management team spread between the US and UK. Must be able to collaborate with the Sales and Ad Ops teams to create an optimal workflow and ensure partner satisfaction.

Challenges and Opportunities for the position

Our partners are our number one priority, and it is critical that we are managing those relationships  with the utmost care, handling their requests in a timely manner while also proactively looking for opportunities to expand our relationships and reduce churn. It is important to maintain a high level of commitment for every partner, which requires a lot of organization given our scale. There is a significant opportunity to spearhead the management of existing Account Management processes and make improvements to the overall workflow. 

Responsibilities and Duties.

Set cadence for the Account Management team to organize and conduct regular calls with all partners. Manage key partner relationships as needed
Perform regular outreach to partners, including ads.txt updates and performance optimization requests
Work closely with Finance and Leadership to create upsell and churn targets and hold team accountable to those targets
Ensure team sets a high standard for communication both internally and with partners
Successfully troubleshoot partner issues, ranging from basic technical challenges to using internal reporting to resolve issues. Ensure a systematic process is in place for escalating issues internally when needed
Conduct QBRs with partners and facilitate regular partner calls for product feedback Ideate and implement processes to improve AM workflow and ensure new team members receive consistent and thorough training
Conduct regular cross-departmental trainings to better educate other Insticator teams on workflows to increase communication to improve our services
Host partner meetings, events & outings to improve our partnerships

Qualifications.

Professional competencies

7+ years experience in Publisher Account Management at an ad tech, SaaS, or related organization
Experience managing upsell, cross sell and churn targets.
Proven track record of partner retention and partner satisfaction (NPS), scaling out client relationships (upselling, reducing churn)
Experience in navigating matrixed organizations and communicating with Product managers within a publisher and Rev Ops roles.
Able to create organized processes, SOPs, etc. and track successful execution
Experience working directly with remote, international team members and vendors a plus
Proficiency in various online reporting tools and Microsoft Excel: especially pivot tables
Experience Hosting Client Meetings, Events & Outings either virtually or in-person
Comfortable traveling in person to meet partners 
Have a high bar for excellence from their team

Cultural competencies

Creative confidence
Collaborative mindset and great teamwork skills
Skilled at receiving feedback, as well as providing it
Entrepreneurial & adaptable; great learning skills
Transparent & communicative, patient
Curious, research-minded, data-informed