Director, Account Management - Tokyo

Who We Are

What you’ll do

As a Director of Account Management Japan, you will be heading a department of Account Managers as well as overseeing a strategic account portfolio for Japan. You will work very closely with senior commercial management and cross department teams such as Implementation, Finance, Sales, Product Management, and Engineering to ensure delivery of world-class customer service. 

• Development and oversight of the Japan Account Management team

• Evaluate team performance against strategic department goals of increased client satisfaction, client retention, and product usage

• Partner internally with the Japan Sales Lead, Sales, and Technical roles to maximize customer value and provide insights to inform upsell and cross-sell pursuits

• Own responsibility for all billing processes and manage guidance on how to handle complex billing situations

• Ensure local market nuances and client requirements are reflected in product development, customer service and operational processes

• Develop and maintain strong relationships with clients across senior and mid-management levels

• Participate in strategic client meetings with senior managers at agency/brand to understand partner goals and objectives

• Point of escalation for all AM’s and Sales teams when faced with churn potential or client dissatisfaction

• Keep abreast of industry and client specific news for our top clients

• Attend offsite meetings, conferences and industry events as necessary

• Serve as liaison to other teams at DV to ensure products and processes address client needs and are easy to execute and implement

Who you are

• 8+ years overall work experience

• 4+ years of direct team management

• Exceptional command of Microsoft Excel and PowerPoint

• Experience with Ad Serving technology

• Comprehensive understanding of the online media marketplace.

• Experience managing online media products and technologies such as experience with creative trafficking, campaign management, or ad serving.

• You provide customer service on a regular basis and are looked to by your team members as a go-to resource that can help coach them through challenging customer interactions. You are able to train new employees on how to provide excellent customer service. You help to create resources, guidelines and best practices on providing excellent customer service.

• You adhere to the values and standards that DV has in place and demonstrate behaviors that are consistent with those standards. You demonstrate sensitivity to your surroundings and act accordingly in conversations. You familiarize yourself with pertinent rules and regulations that govern your area of responsibility.

• You identify opportunities and issues, and proactively act and follow through on work activities to capitalize or resolve them. You maintain a level of energy and work activity to achieve goals. You reach out for support when needed.

• You work with employees and teams throughout the organization to create value. You coordinate efforts with applicable stakeholders to ensure awareness, share information, and provide updates until completion. You are an example for those who are new to DV by exemplifying qualities like teamwork, effective communication, etc. that foster productive collaboration. You maintain positive and productive relationships.

• You meet challenges with resourcefulness by displaying original thinking and creativity in your day to day. You explore new ideas, methodologies, and alternatives to reach desired outcomes.

• You display a willingness to make decisions within your scope of influence; You exhibit sound and accurate judgment; You are able to support and explain reasoning for decisions; You include appropriate people in the decision-making process; You ensure decisions are made in a timely manner.

• You develop strategies that will help to achieve organizational goals; You have a good understanding of the DV's strengths & weaknesses and how best to speak to those with clients; You are well versed in the market and competition.

• Strong written and verbal communication skills in both Japanese (native-level) and English (business-level) is a must.

• Available to work from the Tokyo office a minimum of 3 days per week 

The successful candidate’s starting salary will be determined based on a number of non-discriminating factors, including qualifications for the role, level, skills, experience, location, and balancing internal equity relative to peers at DV. This role will also be eligible for bonus/commission (as applicable), equity, and benefits. 

Not-so-fun fact: Research shows that while men apply to jobs when they meet an average of 60% of job criteria, women and other marginalized groups tend to only apply when they check every box. So if you think you have what it takes but you’re not sure that you check every box, apply anyway!