We are seeking a results-oriented, entrepreneurial, and highly technical leader for our Client Services team in LATAM. The Head of Client Services will report to the Regional Director LATAM with a dotted line to the Client Services Director in Madrid, and work with the rest of the Client Services team and the Sales team to maximize the level of service we provide to our regional partners and customers, as well as supporting and educating our customers on how to use mediasmart and make the most out of it.
mediasmart is part of the Affle group - a global technology company that is listed on the stock exchange in India. Affle group has been in the adtech/martech business for over 15 years and runs multiple ad platform businesses like Appnext, Vizury, RevX, MAAS in addition to mediasmart.
At mediasmart, our mission is to allow advertisers to effectively reach mobile audiences in real-time, while maximizing engagement with campaigns and their incremental value to advertisers. mediasmart was one of the first players to enter the programmatic mobile ecosystem, and to date, our proprietary technology stack comprises of a DSP, DMP & Ad-Server, as well as direct connections to more than 30 ad exchanges where we buy display, video and native ads on mobile apps, web, connected TVs and desktop.
Our culture and values:
- Be a generous leader. One that helps others succeed and celebrate their success.
- Love curiosity. Keep learning and stay relevant.
- It’s a team effort. Collaborate and cooperate to build a smart company.
- Go farther. Be an example for others. Set the bar.
- Strong ownership on the role.
- Love what we do. Love our work with passion and respect.
- Do good and do well. Our work matters.
We work hard and never forget to have fun in the process. We are absolutely devoted to our customers and building the best mobile advertising company out there, our passion shines through everything we do.
The HCS will lead the team that manages the day-to-day relationship with the traders of our clients in the region, supporting them reactively as they set up and optimize their campaigns, but also proactively educating them and ensuring they not only are aware of, but also use, as much of the platform functionality as possible.
The HCS must have a deep understanding of the platform and its capabilities as well as the ability to clearly communicate, particularly when it comes to integrations. You must be motivated by training and educating in order to be a fit for this position, and you are expected to become a critical contributor to the team that makes mediasmart´s engine work, by making our customers happy and knowledgeable about our products and services.
Below are some of the core responsibilities and requirements we envision for the role, which will preferably, but not necessarily, be located in São Paulo.
If you are looking for challenges, growth opportunities and a great learning experience with a young team that strives for innovation and quality of service, this is the company for you.
For more information on the company and our team, please go to our website: mediasmart.io
Responsibilities
- Drive the team to cultivate ongoing relationships with clients who leverage the mediasmart platform to run effective mobile advertising campaigns. Always lead by example managing some accounts directly.
- Provide direct support and act as the liaison between existing clients in LATAM and the rest of the teams in mediasmart for all day-to-day technology, operations and product related matters.
- Ensure quality of service, working within a driven and highly motivated team to provide a world-class client experience.
- Proactively provide training on new functionality, formats and inventory available in the mediasmart platform on a regular basis. Ensure that the client always has the latest information available so that they can use mediasmart effectively. Where necessary develop localized support material – knowledge base articles, training/user guides, case studies…
- Set up processes for the team to provide detailed analysis of client campaigns, deliver optimization advice and provide best-practice training.
- Understand client objectives and measurements for success, and daily monitor campaign performance and delivery. Find trends, recognize and troubleshoot weaknesses.
- Manage client requests for features & integration, gather specs, organise requirements based on priority levels and work with the mediasmart team to inform the client regularly on status and delivery dates.
- Work closely with the technical and product teams to provide ideas for system improvements.
- Identify local market opportunities and potential new clients, leveraging your experience in the market.
Requirements
- The candidate must be fluent in English, both oral and written, as this is the language used for interaction with most of the customers and the business language for all of our tools and documentation. Spanish would be a plus.
- +5 years of experience in digital media mobile ad operations, preferably in roles including technical client services management, technical presales, technical support.
- Experience with programmatic campaign optimization and data analysis is required.
- Knowledge and basic understanding of ad tech concepts such as ad tags, macros, postbacks, MRAID, openRTB protocol, etc…
- Passion for numbers, data-analysis, and other methods of statistical analytics, with exceptional analytical skills and experience working in a metrics-driven organization.
- Disposition to interact with customers, educate them and solve their problems. Teaching experience is a plus.
- Proactivity, critical thinking and good disposition for working in teams.
- Experience working effectively with cross-functional and geographically disperse teams.
- Analytical / Technical academic degree is a plus
Skills
- Analytical, curious, and goal-oriented. A problem solver is proactive and not satisfied until effective solutions are found.
- Strong detail orientation, with an ability to collect and organize data, understand the results and communicate them effectively.
- Excellent interpersonal and communication skills, both written and oral.
- Able to think independently and prioritize accordingly.
- Strong sense of urgency in responding promptly to client and internal requests; regularly achieves inbox zero
- Excellent organization skills and ability to work effectively in teams
How to apply
Apply to jobs@mediasmart.io with “Head of Client Services in Brazil / LATAM” in the subject or through this Form
