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Customer Engagement Manager, Digital Solutions

2 months ago

Chicago, Illinois, United States Mediaocean Full time
About the Role

Mediaocean is a leading technology company that empowers brands and agencies to deliver impactful omnichannel marketing experiences. As a Customer Engagement Manager, you will play a critical role in driving customer adoption and satisfaction.

Key Responsibilities
  • Provide expertise and guidance to customers on process and workflow optimization for assigned book of business
  • Develop and execute a coordinated account plan aligned with corporate goals for driving growth and adoption of Mediaocean solutions
  • Maintain regular cadence of customer meetings to consult end users, identify and address business needs and challenges, and 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
  • 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 Digital advertising space, experience with Digital, Search, Social, or Programmatic buying 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
About Mediaocean

Mediaocean is committed to being an equal opportunity employer and considers all applicants regardless of their age, race, color, gender, sexual orientation, ethnicity, religion, national origin, disability, or veteran status.