Customer Engagement Manager, Linear Media

Mediaocean•New York, NY

4d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

Prior experience with Mediaocean applications preferred
Salesforce, Zendesk, Jira, Smartsheet a plus

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

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
Fresh bagels and company-paid lunches in-office twice a week (for hybrid employees in NYC and Chicago)