Mediaocean Ontario , CA 91761
Posted 2 weeks ago
The Sr. Manager of Customer Engagement is a leading member of the Customer Engagement team responsible for driving customer satisfaction by ensuring best-in-class service is provided to Mediaocean customers across all platforms.
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:
5+ years' experience in the advertising/media industry in a customer supporting role
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?
Get rewarded for demonstrating Mediaocean values
Active affinity-based groups
We would hate to miss out on your application because you do not meet every requirement - transferrable skills and education will also be considered, so please do not hesitate to apply!
Mediaocean recognizes our true strength and value shine when all our team members feel there is space in the conversation for their voices, thoughts, ideas, perspectives, and concerns. Mediaocean is committed to being an equal opportunity employer, and we consider all applicants regardless of their age, race, color, gender, sexual orientation, ethnicity, religion, national origin, disability, or veteran status.
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