About the Role
Title: Customer Engagement Manager
Location: Remote US
Type: Full-time
Workplace: remote
Category: Customer Success
JobDescription:
Mediaocean is powering the future of the advertising ecosystem with technology that empowers brands and agencies to deliver impactful omnichannel marketing experiences. With over $200 billion in annualized ad spend running through its software products, Mediaocean deploys AI and automation to optimize investments and outcomes. The company’s advertising infrastructure and ad tech tools are used by more than 100,000 people across the globe. Mediaocean owns and operatesPrisma, the industry’s trusted system of record for media management and finance,Flashtalking, the world’s largest independent ad server and creative personalization platform, as well asProtected Media, the MRC-accredited ad verification solution for brand safety and fraud detection. Visitwww.mediaocean.comfor more information.
What You Will Do:
As a Customer Engagement Manager you will play a critical role in driving customer adoption and satisfaction. In this highly visible role, you will be able to use your consulting skills to help identify opportunities for efficiencies and ensure our customers are leveraging the full value of our software solutions. You will build impactful business relationships with our users through collaboration and delivering results.
Responsibilities will include:
- Provide expertise and guidance in customer process and workflow on a functional level for assigned book of business
- Execute a coordinated account plan aligned with corporate goals for driving growth and adoption of Mediaocean solutions
- Maintain a regular cadence of customer meetings to consult end users, identify and address business needs and challenges, field development requests and actively recognize cross-sell and up-sell opportunities for the Mediaocean Sales Team
- Establish business partnerships with customer contacts from the user base, including media/finance leads (e.g., Media Director, Finance Director)
- Communicate frequently and effectively with Mediaocean team members regarding customer activities, including product feedback
- Identify customer satisfaction risks and demonstrate a proactive, solution-based approach to mitigate escalations
- Prioritize and schedule work activities to ensure established targets are achieved or exceeded; complete timely reporting post customer meetings, communicate action items and follow through on outcomes to customer and Mediaocean stakeholders
- Advocate best practices to improve the overall customer experience and enhance customer understanding of the value of Mediaocean software solutions
- Expand knowledge of Mediaocean solutions and business practices, continue to build subject matter expertise in areas of concentration
Who You Are:
- 3+ years advertising agency experience or advertising industry experience
- 3+ years client facing role with impeccable communication skills
- Detailed knowledge of linear advertising space, either buying or planning experience with Local TV, Radio or National medias as a must
- Demonstrated ability to manage competing priorities and tackle issues with a sense of urgency while maintaining professionalism and accuracy; and working cross-functionally
- Exceptional customer advocacy skills with a strong ability to negotiate, manage expectations and handle objections
- Excellent attention to detail; proven research and analytical skills; demonstrated consistency in follow-up and deliverables
- Prior experience with Mediaocean applications or industry applications
- Proficiency with Excel, PowerPoint, Sharepoint; Salesforce, Zendesk, Jira, Smartsheet a plus
- Bachelors degree in communications, advertising, business, information technology or a related field a plus