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Connect Partner Manager

Manager

Mediaocean | Customer Service | New York, NY

Drive client adoption and efficiency by ensuring our clients understand the value of their Connect solutions and identifying additional value-creation opportunities.  Through recurring on-site  visits, develop strong business partnerships, functioning as ambassador and advocate, with the goal of maximizing customer satisfaction as well as increasing Mediaocean's presence within the customer environment.

 

Responsibilities:

  • Execute a coordinated partner management plan aligned with corporate goals for driving growth and adoption of Connect integrations
  • Drive senior relationship with assigned Connect partners, participating in quarterly meetings; proactively escalate at-risk projects (i.e. adoption, partner satisfaction, receivables) and executive-level decisions; steward discussion and negotiation required contract renewal
  • Work with Connect leadership and partners to actively recognize cross-sell and up-sell opportunities for the Mediaocean Sales Team
  • Be a trusted adviser to Connect partners by maintaining a strong business relationship with key stakeholders (e.g., assigned Connect partner leads)
  • Communicate frequently and effectively with appropriate Mediaocean team members regarding customer activities, including product feedback
  • Work with Professional Services on the execution of projects and implementations, including assisting with needs assessments and requirements gathering and ensuring a smooth transition from PS to BSC and Customer Support, and provide regular status updates highlighting risks and accomplishments
  • Identify customer satisfaction issues and demonstrate a proactive, solution-based approach to enhance partner satisfaction
  • Prioritize and schedule work activities to ensure established targets are achieved or exceeded;  complete timely reporting post partner visit, communicating outcomes to partners and all internal Mediaocean stakeholders
  • Work with Connect leadership and sales to analyze target opportunities that achieve and extend the Connect revenue strategy
  • Work with Connect leadership, Strategic Account Directors and BSCs to establish adoption strategy for partners, maintain adoption metrics, and KPI dashboard/regular metrics reporting
  • Master knowledge of Mediaocean solutions and develop subject matter expertise in areas of concentration for Mediaocean applications and associated business processes
  • Use knowledge of Mediaocean software and customer environments to help fill customer knowledge gaps, guide partners to the use of self-help resources, and reduce support dependence
  • Consistently utilize standard process and support tools/documents for each client visit to ensure consistent outcomes
Skills & Requirements

Qualifications:

  • 5+ years of experience in project management, client services or consulting
  • BA/BS
  • Proven ability to meet and exceed service standards and KPIs
  • Demonstrated ability to successfully and independently manage multiple projects and resolve issues
  • Ability to tackle issues with a sense of urgency while maintaining professionalism and accuracy
  • Strong research and analytical skills
  • Excellent written and verbal communication skills; excellent presentation skills
  • Outstanding client relationship skills
  • Ability to travel to client sites (up to 25%)
  • Sense of energy, pride and ownership in your performance
  • Proficiency with Excel and PowerPoint

 

Preferred:

  • Bachelor’s degree in communications, advertising, business, information technology or a related field preferred
  • Prior experience with agency systems or related software/applications
  • Experience working with other teams, such as Product and QA, to troubleshoot, test and improve products