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Support Manager, APAC

Manager

Mediaocean | Customer Service | Sydney, New South Wales

The Support Manager provides hands-on leadership for a designated support team, and is responsible for driving client satisfaction by providing best-in-class service to our clients. 

Responsibilities:

  • Perform as a managing leader for a support team with the ability to be hands-on when necessary
  • Own support processes and projects geared toward efficiency and innovation in support
  • Provide expertise and guidance in client process and workflow on a functional level for the appropriate Mediaocean applications
  • Serve as a point of escalation, internally and externally, for all urgent and critical support concerns
  • Conduct regular audits across all support channels to ensure accurate, timely responses and adherence to the Mediaocean Support Policy  
  • Participate in client ticket review meetings and on-site support sessions to ensure users are confident and knowledgeable when using Mediaocean applications; evangelise the use of Mediaocean University and Support Portal
  • Manage administrative tasks related to the support team such as scheduling application related meetings with product and conducting regular team check-ins
  • Mentor team members on support processes and best practices
  • Effectively perform leadership responsibilities including monitoring employee performance, conducting regular one-to-one meetings with employees, delivering performance reviews and ensuring support metrics meet and exceed high standards
  • Communicate interdepartmentally with leaders in Product, Development and Client Services regarding client workflow and support needs
  • Provide proactive, timely and accurate internal and external communication regarding complex client issues
  • Establish, implement and maintain a regular reporting cadence on all support functions including monthly client reporting packages and executive team updates
  • Create and manage dashboards for support metrics
  • Identify, analyse and report on support trends and key performance indicators, including customer satisfaction and case volume
Skills & Requirements

Qualifications:

  • 5+ years client servicing experience within the advertising / media / agency systems industry or comparable experience managing and servicing an ERP solution
  • Demonstrated leadership ability, including ability to appropriately assess and address employee performance
  • 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
  • Outstanding client relationship skills
  • Demonstrated success working with other departments, including Product, QA and Client Services
  • Experience serving as a point of escalation, both internally and externally
  • Ability to tackle issues with a sense of urgency while maintaining professionalism and accuracy
  • Excellent attention to detail including but not limited to troubleshooting, problem-solving and expectation management
  • Strong research and analytical skills
  • Excellent interpersonal and communication skills, both verbal and written; proven ability to present to audiences across all levels
  • Ability to efficiently handle multiple tasks and changing priorities in a fast-paced environment
  • Proficiency with Microsoft Office applications
  • Sense of energy, pride, and ownership in your performance and your team’s performance