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Client Success Manager

Experienced

Mediaocean | Customer Service | New York, NY

Who We Are:

 

Mediaocean is the world’s largest, independent advertising technology company. Our clients include the most successful advertising agencies, media specialists, media owners, and advertisers. Mediaocean’s mission is to enable advertising agencies to leverage the power of technology in a rapidly changing digital landscape. Mediaocean is making this a reality through the creation of global, open and neutral operating systems that will benefit and transform the entire industry.

What You Will Do:

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 will include:

  • 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

Who You Are:

  • 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