Technical Account Manager at HUMAN (New York, NY)Technical Account Manager

HUMAN is looking for a Technical Account Manager to join a dynamic global team supporting strategic partners across the programmatic advertising ecosystem. You will work directly with customers to maximize protection, investigate invalid traffic concerns, and help partners navigate a rapidly evolving ad fraud landscape. This role requires an understanding of AdTech workflows, technical troubleshooting, customer communication, and strategic relationship management. Our technology is critical to our customers’ businesses. As a core member of this team, your role is to help customers understand and operationalize HUMAN’s solutions while managing sensitive investigations, escalations, and strategic initiatives with a high level of professionalism and discretion. The ideal candidate is comfortable translating 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 relationship you build with your managed partners will directly impact customer retention, growth, product feedback, and long-term strategic success.

What you'll do:

• Ensure customer satisfaction, retention, and long-term partnership success across assigned accounts.
• Expand and develop client relationships: Be the primary focal point for our customers and build and maintain deep-level partnerships with strategic 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.
• Be the voice of the customer: Proactively gather feedback on product and service and work internally to better meet customer needs.
• Educate and enable customers on our products: run training sessions and create training materials for your customers.
• Lead customer-facing presentations including business reviews, strategic discussions, investigative findings, onboarding sessions, and operational updates.
• Manage multiple customer initiatives and projects simultaneously while operating effectively in fast-moving and evolving environments.

Who you are:

• Prior AdTech experience is required.
• Strong preference for candidates with direct programmatic advertising experience.
• Strong preference for candidates working at or with an agency
• Measurement and verification experience is considered a strong plus.
• This is a US-based opportunity only. Candidates outside of the United States will not be considered.
• Preference will be given to candidates located in PST, though candidates across US timezones will be considered.
• Comfortable operating in highly technical and evolving environments where discretion, judgment, and careful communication are critical.
• Able to translate complex technical findings, investigation outcomes, and sensitive information between internal technical teams and external customers in a clear and effective manner.
• Strong investigative and analytical mindset with the ability to review data, identify trends, ask critical questions, and drive meaningful conclusions.
• Experience managing customer-facing escalations, strategic initiatives, and multiple projects across various stakeholders simultaneously.
• Strong presentation and communication skills with the ability to confidently present findings, insights, and strategic recommendations to customers.
• Comfortable working in environments with ambiguity, evolving processes, and rapidly changing priorities.
• Highly organized and self-directed with strong project management and follow-through skills.
• Collaborative mindset with the ability to work cross-functionally across Account Management, Detection, Product, Engineering, Support, and leadership teams.
• Technical aptitude and curiosity are critical. Familiarity with analytics and reporting platforms such as SQL, Looker, Snowflake, Imply, or similar tools is a plus but not required.