Technical Account Manager

Skills

About the Role

You will work directly with customers to maximize protection, investigate invalid traffic concerns, and help partners navigate a rapidly evolving ad fraud landscape. You'll help customers understand and operationalize HUMAN's solutions while managing sensitive investigations, escalations, and strategic initiatives with a high level of professionalism and discretion. You'll translate complex technical information into customer-friendly communication while balancing transparency with the protection of proprietary methodologies and detection techniques. This role requires strong organizational skills, investigative thinking, customer advocacy, and the ability to manage multiple initiatives simultaneously in environments with evolving priorities. The relationships you build with your managed partners will directly impact customer retention, growth, product feedback, and long-term strategic success.

Requirements

• Prior AdTech experience is required
• Strong preference for candidates with direct programmatic advertising experience
• Measurement and verification experience is considered a strong plus
• This is a US-based opportunity only; candidates outside the United States will not be considered
• Preference given to candidates located in PST, though candidates across US timezones will be considered
• Comfortable operating in highly technical and evolving environments requiring discretion and judgment
• Able to translate complex technical findings and sensitive information between internal technical teams and external customers
• Strong investigative and analytical mindset with ability to review data, identify trends, and drive conclusions
• Experience managing customer-facing escalations, strategic initiatives, and multiple projects across stakeholders
• Strong presentation and communication skills
• Comfortable working in environments with ambiguity and evolving processes
• Highly organized and self-directed with strong project management and follow-through skills
• Collaborative mindset with ability to work cross-functionally across teams
• Technical aptitude and curiosity; familiarity with analytics and reporting platforms such as SQL, Looker, Snowflake, Imply, or similar tools is a plus but not required

Responsibilities

• Ensure customer satisfaction, retention, and long-term partnership success across assigned accounts
• Expand and develop client relationships as the primary focal point for customers
• Provide exceptional customer support and be a point of escalation for sensitive customer issues
• Collaborate cross-functionally with Account Management, Product, Engineering, and Research to drive customer outcomes and resolve complex issues
• Translate complex technical findings and investigation outcomes into clear, customer-appropriate communication
• Gather feedback on product and service and work internally to better meet customer needs
• Educate and enable customers on products by running training sessions and creating training materials
• Lead customer-facing presentations including business reviews, strategic discussions, investigative findings, onboarding sessions, and operational updates
• Manage multiple customer initiatives and projects simultaneously in fast-moving and evolving environments

Benefits

• Stock options
• Medical benefits
• Financial benefits
• Well-being and learning stipends
• Flexible work options
• Dedicated time off