Senior Support Account Manager

Job description

Locala is the world’s leading adaptive advertising platform, leveraging consumer insights and location data to increase brand awareness, drive consumers to store, and deliver smarter business outcomes. Our proprietary technology enables local advertising and insights at scale, all while meeting the highest user privacy standards in the industry. About the Role: As a Senior Support Account Manager, you will act as the primary point of contact for internal customer support requests, incidents, and queries related to the use of our internal DSP and connected ad tech stack. You will be the go-to expert on campaign management, ad ops best practices, and the broader programmatic ecosystem — helping our trading teams work efficiently across our internal DSP as well as external platforms such as DV360. Key Responsibilities: Internal Support & Expertise: Serve as the go-to expert for our internal trading teams, offering advanced support for all aspects of campaign management on our DSP and on external DSPs, in particular DV360 (campaign structure, line item setup, targeting, bid strategies, floodlight/conversion tracking, reporting). Troubleshooting & Resolution: Diagnose and resolve complex technical and operational issues related to campaign setup, delivery, pacing, performance, tracking, and reporting, drawing on solid ad ops fundamentals (creative trafficking, tag implementation, discrepancy analysis, brand safety and view-ability troubleshooting). Performance Optimization: Proactively identify opportunities to improve campaign performance and suggest platform features or strategies — on our DSP and on DV360 — to help our traders meet and exceed client KPIs. Process Improvement: Collaborate with product, engineering, and ad operations teams to identify and address system bugs, propose platform enhancements, and contribute to the development of training materials and best practices, including on DV360 and ad tech ecosystem topics. Knowledge Management: Maintain a deep and up-to-date knowledge of our internal tech stack, DV360 and other external DSPs, new platform features, and the broader ad tech landscape (SSPs, ad servers, industry standards and evolutions). Communication: Act as a critical link between the trading teams and the technical product teams, translating feedback and issues into actionable insights. Training & Onboarding: Assist in the training and onboarding of new traders, ensuring they are proficient in using our DSP and DV360 effectively, and that they understand the fundamentals of the ad tech ecosystem. Collaborate with Customer Success and Engineering teams to ensure timely resolution within agreed service levels, while communicating effectively with our internal customers. Your Profile: 4-5 years of experience in a similar role in Ad Tech / Programmatic industry — mandatory Solid hands-on knowledge and practical experience with DV360 (campaign/line item setup, targeting, bid strategy, floodlight, reporting) — mandatory A strong understanding of the ad tech ecosystem and how its components interact: DSPs, SSPs, ad servers, header bidding, PMPs/deal IDs, and data/tracking flows Solid grasp of core ad ops concepts: trafficking, tag implementation and troubleshooting, discrepancy analysis, viewability, brand safety, and campaign QA Ability to work both autonomously and as part of a team Ad Tech Ecosystem Mastery: Maintain a strong working knowledge of the ad tech ecosystem — DSPs, SSPs, ad servers, and how they interconnect (bid requests/responses, header bidding, PMPs and deal IDs, viewability and verification, tag management, first- and third-party data flows) — to diagnose issues that span multiple platforms. You are: An English speaker (oral and written) Familiar with the programmatic advertising landscape and comfortable navigating multiple platforms A problem solver and detail oriented Highly organized and able to prioritize A team player In addition to an engaging company culture, a remote-first work environment and training & development, future Localers can expect a competitive benefits package that includes: Medical, Dental & Vision Insurance RRSP with Company Match Paid Parental Leave Paid Vacation, Sick Time & Holidays