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Mediaocean · 2 weeks ago

Customer Engagement Manager

Chicago, IL, US

Full-time

Hybrid

Mid, Senior Level

$80K/yr - $90K/yr

5+ years exp

Mediaocean is a trusted industry platform powering the future of advertising. As a Customer Engagement Manager, you will drive customer adoption and satisfaction by leveraging your consulting skills to identify efficiency opportunities and build impactful business relationships.

AdvertisingAnalyticsEnterprise SoftwareMachine LearningSaaSSoftware

Work & Life Balance

Responsibilities

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

Qualification

Advertising industry experienceClient facing roleMediaocean applicationsLinear advertising knowledgeAnalytical skillsProficiency with ExcelCommunication skillsNegotiation skillsCustomer advocacySalesforceZendeskJiraSmartsheetPowerPointSharepointAttention to detailCross-functional collaboration

Required

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

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

Preferred

Prior experience with Mediaocean applications

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

Enjoy fresh bagels and company-paid lunches in-office twice a week