[Hiring] Customer Engagement Manager @Mediaocean

Role Description

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.

• 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

Qualifications

• 5+ years advertising agency experience or advertising industry experience
• 5+ years client facing role with impeccable communication skills
• Detailed knowledge of linear advertising space, buying experience with Local TV, Radio or National medias required
• Prior experience with Mediaocean applications preferred
• 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
• Proficiency with Excel, PowerPoint, Sharepoint; Salesforce, Zendesk, Jira, Smartsheet a plus

Benefits

• Open Paid Time Off (PTO)
• Flexible schedule
• Company holidays
• 12 weeks of paid parental leave (after 6 months of employment)
• Competitive salary
• Full benefits package starting on your first day
• Referral bonuses
• Recognition awards
• 401(k) with company match
• Company HSA contribution up to $2,400
• Medical/Dental/Vision/Pharmacy
• Health Savings Account (HSA)/Flexible Spending Account (FSA)
• Mental health support
• Life & Disability insurance
• Family planning & fertility benefits
• Pet insurance
• Legal & ID theft protection
• Retirement planning
• Medicare assistance
• Employee Assistance Program (EAP), Professional training/Tuition reimbursement
• Eligible employees get up to 100% company paid annual subscriptions to Peloton, Maven Clinic, BetterUp Care, Walkingspree, Bikeshare (Divvy in Chicago/Citibike in New York), Wellness Seminars (physical, mental, financial, social) as well as opportunities to compete in companywide health challenges with prizes
• Professional development with a dedicated Talent Development team
• Employee Resource Groups (ERGs)
• Philanthropy & awareness programs
• Mentorship programs, In-office and virtual events & celebrations
• Various volunteer & donation opportunities, Innovative and collaborative work environment
• For hybrid employees in NYC and Chicago: Enjoy fresh bagels and company-paid lunches in-office twice a week