Customer Engagement Manager

About the role

The Customer Engagement Manager plays a critical role in driving customer adoption and satisfaction. They provide expertise and guidance in customer process and workflow, execute a coordinated account plan, maintain regular customer meetings, establish business partnerships, communicate with the team, identify and mitigate customer satisfaction risks, prioritize and schedule work activities, and advocate for best practices.

Responsibilities

• Provide expertise and guidance in customer process and workflow on a functional level for assigned book of business
• Execute a coordinated account plan aligned with corporate goals for driving growth and adoption of Mediaocean solutions
• Maintain a regular cadence of customer meetings to consult end users, identify and address business needs and challenges, field development requests and actively 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 (e.g., Media Director, Finance Director)
• 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

• 5+ years advertising agency experience or advertising industry experience
• 5+ years client facing role with impeccable communication skills
• Detailed knowledge of linear advertising space, buying experience with Local TV, Radio or National medias 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

Qualifications

• Education: Bachelor's degree in Business Administration, Marketing, Communications, or related field
• Experience: 5+ years in a client-facing role, preferably in the advertising industry

Skills

• Strong interpersonal and communication skills
• Ability to manage multiple projects and priorities
• Knowledge of linear advertising space and buying experience with Local TV, Radio, or National media
• Experience with Mediaocean applications
• Proven ability to build and maintain strong customer relationships
• Strong problem-solving and analytical skills

Benefits

• Work-Life Balance: Open Paid Time Off (PTO), Flexible schedule, Company holidays, 12 weeks of paid parental leave (after 6 months of employment)
• Total Rewards: Competitive salary, Full benefits package starting on your first day, Referral bonuses, Recognition awards, 401(k) with company match, Company HSA contribution up to $2,400
• Comprehensive Benefits: Medical/Dental/Vision/Pharmacy, Health Savings Account (HSA)/Flexible Spending Account (FSA), Mental health support, Life & Disability insurance, Family planning & fertility benefits, Pet insurance, Legal & ID theft protection, Retirement planning, Medicare assistance, Employee Assistance Program (EAP), Professional training/Tuition reimbursement
• Wellness Focus: Eligible employees get up to 100% company paid annual subscriptions to Peloton, Maven Clinic, BetterUp Care, Walkingspree, Bikeshare (Divvy in Chicago/Citibike in New York), Wellness Seminars (physical, mental, financial, social) as well as opportunities to compete in companywide health challenges with prizes
• Award-Winning Company Culture: Professional development with a dedicated Talent Development team, Employee Resource Groups (ERGs), Philanthropy & awareness programs, Mentorship programs, In-office and virtual events & celebrations, Various volunteer & donation opportunities, Innovative and collaborative work environment
• For hybrid employees in NYC and Chicago: Enjoy fresh bagels and company-paid lunches in-office twice a week

Pay

$80,000 - $90,000, commensurate with experience & skills

Schedule

Open to candidates accessible to our Chicago or NYC office locations, and fully remote candidates located in the CST/EST time zones.