Digital Account Manager

Role: Ad Success Representative

Work Model: Hybrid(130 King Street, Toronto, ON)

Role Overview::

We are seeking an Ad Success Representative to support an esteemed client in the digital advertising space. This role is a hybrid of strategic account management and operational excellence. You will be the primary link between client partners and Ad Operations - managing workflows, delivering insights, and driving campaign success.

This is a high-impact, fast-moving role - ideal for someone who excels at switching between hands-on tasks and big-picture thinking.

Key Responsibilities:

Client Engagement & Strategic Partnership

• Manage 3–4 client partners, including subsidiaries under large holding companies.
• Lead structured weekly check-ins, provide proactive recommendations, and build trust-based relationships.
• Support account retention and growth by identifying revenue opportunities and upsell strategies.

Campaign Management & Operational Support

• Act as liaison between client teams and Ad Operations; manage ticket submissions and QA deliverables.
• Use tools like Slack, Salesforce, and trackers to ensure smooth workflow and issue resolution.
• Oversee Direct IO, Programmatic, and Self-Serve (Ads Manager) campaign processes.

Insight Generation & Optimization

• Download and analyze campaign performance data.
• Translate metrics into clear, actionable insights and optimizations.
• Deliver reporting narratives that align with campaign goals and strategy.

Internal Collaboration & Workflow Development

• Partner with product, marketing, and engineering teams to surface client feedback and shape improvements.
• Help standardize evolving workflows in coordination with partners like MediaMint’s process teams.
• Contribute to resource creation and knowledge-sharing initiatives.

Performance Metrics:

• Volume of Work (by case type, reason, and region)
• Average Handle Time for support and operational tasks
• QA Scores for campaign accuracy, strategy, and delivery timeliness
• Monthly CSAT Scores from client partners evaluating deliverables and communication

Skills & Experience:

• 3+ years in Customer Success, Account Management, Ad Ops, or a similar client-facing role
• Proficiency with Salesforce, Google Sheets/Excel, Slack, and customer support platforms (Zendesk, Outreach.io)
• Strong problem-solving and communication skills
• Ability to manage complex workflows and shifting priorities
• Experience in digital advertising (Direct IO, Programmatic, or Self-Serve) is a plus
• Analytical mindset with a drive to turn data into actionable insights