Customer Engagement Manager
2 days ago
🏡 Remote – New York
Description
• As a Customer Engagement Manager you will play a critical role in driving customer adoption and satisfaction. • 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
Requirements
• 3+ years advertising agency experience or advertising industry experience • 3+ 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
• Competitive total compensation, including 401(K) employer match and financial wellness seminars • Extensive medical, dental, and vision plan – Keep your family (or just yourself!) safe and healthy • Flexible time off – In addition to our 14 company holidays, we provide open PTO to all U.S.- based Mediaocean employees. So take a sick day, vacation day, or mental health day • Bonding Leave – After six months of employment at Mediaocean, mothers and fathers, including same-sex parents, can take job-protected, paid time off to bond with their child within the first 12 months of the child’s birth or adoption • Insurance, Pet Insurance, employer matched Health Savings Account and Flexible Spending Accounts • Professional development – Personalized development plan created with your manager, continuous internal and external trainings, official company-wide mentorship program, professional development rewards program, management, leadership, and function-specific training for top performance, education reimbursement • Get rewarded for demonstrating Mediaocean values • Active affinity-based groups – Form connections with similar peers in offices around the world. Groups include: Women at MO, Black Employees at Mediaocean (BEMO), Pride at MO, Mi gente (Hispanic/Latinx community), AAPI at MO, Parents at MO, International Enrichment, Language Lovers, Books & Beyond, DEI in Engineering, and Mental Health & Wellness, and Caregivers United • Wellness opportunities – Free virtual yoga and abs and glutes classes, company-paid Headspace meditation app membership, company-wide steps challenges, complimentary snacks in-office • Bikeshare program in select offices, (Divvy and CitiBike for Chicago and New York offices) • All of these benefits/perks are effective on the date of hire
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