Associate Director, Customer Engagement

Responsibilities will include:

• Serve as a direct manager for a team of Customer Engagement specialists handling day to day client inquiries, questions, and issues via Mediaocean's customer support portal and Zendesk
• Act as main point of contact for customer related questions and inquiries interdepartmentally throughout Mediaocean
• Report on and provide analysis of overall ticket volume, trends, and client related questions
• Partner with Customer Engagement vertical Account owners to maintain and grow customer relationships and customer health
• Effectively set customer expectations relating to high level issues, inquiries, and questions
• Direct interdepartmental meetings and periodic check-ins to maintain customer health and relationships
• Perform as a managing leader across multiple media and finance teams
• Own and adhere to Customer Engagement processes, key initiatives, and projects
• Drive relationships with customer contacts; serve as a point of escalation both internally and externally
• Promoting and managing the use of best in-class tools across Customer Engagement
• Drive department revenue by upholding contracted customer policy
• Proactively escalate at-risk projects and executive-level decisions
• Anticipate and execute on the needs of our customers, partners, and other Customer related resources
• Present content internally and to customer teams, including senior leadership
• Manage and report on key department KPIs
• Liaise with Product team in establishing timelines and commitments for customer needs
• Identify and prioritize customer issues requiring escalation to development
• Influence and advise on the design of Mediaocean applications

Who You Are:

• Minimum BA/BS in Media, Advertising, Business or Information Technology
• 8+ years’ experience in the advertising/media industry or in customer facing role in Support, Success or Sales, experience with agency systems or related software preferred
• Demonstrated ability to manage teams, own decisions regarding process, workflow, and employee performance
• Strategic thinker with the ability to execute tactically while working towards a long-term vision
• Strong collaboration skills, capable of engaging vertical leads across Customer Engagement, Product Development, and all relevant Mediaocean departments on sensitive and high-level customer related issues
• Proven ability to maintain exceptional individual support standards as well as ensure support standards are being met with consistency across the team
• Proven ability to make good judgment calls, work independently and handle internal and external escalated/sensitive issues
• Effective communication skills for both customer facing and internal facing items
• Proven ability to function as a point of escalation, both internally and externally
• Strong research and analytical skills
• Articulate and clear communication style, both written and verbally, with the ability to provide consultation to partners and customers while managing expectations
• Demonstrated ability to troubleshoot, problem-solve, manage customer expectations, and deliver on-time with accuracy
• Demonstrated ability to communicate effectively with senior level executives
• Possess a can-do attitude, an entrepreneurial spirit, and a balanced approach to the daily challenges of project work
• Excellent time management, organization and prioritization skills, ability to manage multiple, competing priorities
• Experience with SaaS business model and advertising technology is highly desirable
• Proficiency in Microsoft Office Suite
• Experience with Salesforce, Zendesk, Smartsheet a plus

Why Mediaocean?

• 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