SalesForce Operations Support Associate

Title: Salesforce Operations Support Associate

Location:  New York City 

Reporting Relationship: Manager, Salesforce Operations Support

DoubleVerify is a leading software platform for digital media measurement, data and analytics. DV’s mission is to be the definitive source of transparency and data-driven insights into the quality and effectiveness of digital advertising for the world’s largest brands, publishers and digital ad platforms. DV’s technology platform provides advertisers with consistent and unbiased data and analytics that can be used to optimize the quality and return on their digital ad investments. Since 2008, DV has helped hundreds of Fortune 500 companies gain the most from their media spend by delivering best in class solutions across the digital advertising ecosystem, helping to build a better industry. Learn more at www.doubleverify.com.

The Salesforce Operations Support Associate is responsible for supporting and interacting with all internal users of our systems.  The Salesforce Operations Support Associate will work closely with members of the Salesforce team in responding to cases and escalations from users, ensuring customer satisfaction in the entire end-to-end process of support. Communication and documentation is key in succeeding in this role, as it is an internal facing position that interacts with people at all levels and across all functions on behalf of the Salesforce team.  Having great interpersonal and teamwork skills to deal politely and effectively with colleagues will be essential for this position. 

• Responsible for actively managing the internal support queue as requests come in throughout the day from users

• Communicating thorough responses which convey appropriate user-directing solutions via our CRM application

• Ability to manage customer satisfaction via detailed and accurate instructions and knowledge

• Building out an internally facing knowledge base to help automate support processes and ensure correct attribution of client cases to the given solutions

• Proactively engage users to determine the best way to accomplish what they are looking for, and give detailed proposals to the team

• Learn basic Salesforce (SFDC) administration in order to better serve end user requests

• Daily Salesforce administration, such as record creation and data entry

• Regular data quality Q/A and clean-up within Salesforce and other systems as necessary

• Special projects as identified by management 

Who you are

• 1+ year experience in online media

• 1+ year experience working in Salesforce as a user

• Bachelor's degree from an accredited institution or equivalent work experience

• Proficiency in MS Excel and Word & experience working in a CRM (Salesforce) system preferred

• Organized with a rigorous attention to detail, drive for excellence, and a positive “can-do” approach

• Ability to adapt to and embrace change

• Very strong interpersonal, communication and presentation skills

• Outstanding written and verbal communication skills, capable of conveying issues clearly, making points concisely and ensuring successful overall communication channels.

• Strong analytical and problem solving skills with ability to work independently and collaboratively

• Ability to set goals, meet/exceed deadlines, and successfully manage multiple assignments concurrently

• Ability to clearly and effectively communicate with clients and all levels of management across different functions

• Highly motivated team self-starter and team player

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.
The estimated salary range for this role based on the qualifications set forth in the job description is between [$58,000- $114,000]. This role will also be eligible for bonus/commission (as applicable), equity, and benefits.
The range above is for the expectations as laid out in the job description; however, we are often open to a wide variety of profiles, and recognize that the person we hire may be more or less experienced than this job description as posted.

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!