Senior Support Account Manager (Hybrid)

About the role

Locala, an adaptive advertising platform, is hiring a Senior Support Account Manager in Montreal on a hybrid basis. You will be the primary point of contact for internal customer support requests, incidents and queries about the use of the internal DSP and connected ad tech stack, acting as the go-to expert on campaign management, ad ops best practices and the programmatic ecosystem so that trading teams work efficiently across the internal DSP and external platforms such as DV360.

Key responsibilities

• Serve as the go-to expert for internal trading teams on campaign management on the internal DSP and on external DSPs, especially DV360 (campaign structure, line item setup, targeting, bid strategies, floodlight/conversion tracking, reporting)
• Diagnose and resolve complex technical and operational issues around campaign setup, delivery, pacing, performance, tracking and reporting
• Proactively identify ways to improve campaign performance and suggest platform features or strategies to help traders meet client KPIs
• Work with product, engineering and ad operations teams to fix system bugs, propose enhancements and help develop training materials and best practices
• Maintain up-to-date knowledge of the internal tech stack, DV360, external DSPs and the ad tech landscape (SSPs, ad servers, industry standards)
• Act as a bridge between trading teams and technical product teams, and assist in training and onboarding new traders
• Collaborate with Customer Success and Engineering to resolve issues within agreed service levels

Required profile

• 4-5 years of experience in a similar role in the Ad Tech / Programmatic industry (mandatory)
• English speaker (oral and written)
• Familiar with the programmatic advertising landscape and comfortable navigating multiple platforms
• Problem solver, detail oriented, highly organized and able to prioritize
• Team player

Required skills

• Solid hands-on knowledge of DV360 (campaign and line item setup, targeting, bid strategy, floodlight, reporting) (mandatory)
• Understanding of the ad tech ecosystem: DSPs, SSPs, ad servers, header bidding, PMPs/deal IDs, data and tracking flows
• Core ad ops concepts: trafficking, tag implementation and troubleshooting, discrepancy analysis, viewability, brand safety, campaign QA

What we offer

• Remote-first work environment with training and development
• Medical, dental and vision insurance
• RRSP with company match
• Paid parental leave, vacation, sick time and holidays