CE Platform Specialist, Canada Support

Mediaocean is powering the future of the advertising ecosystem with technology that empowers brands and agencies to deliver impactful omnichannel marketing experiences. With over $200 billion in annualized ad spend running through its software products, Mediaocean deploys AI and automation to optimize investments and outcomes. The company's advertising infrastructure and ad tech tools are used by more than 100,000 people across the globe. Mediaocean owns and operates Prisma, the industry's trusted system of record for media management and finance, Flashtalking, the world's largest independent ad server and creative personalization platform, as well as Protected, the MRC-accredited ad verification solution for brand safety and fraud detection. Visit www.mediaocean.com for more information. 

What You Will Do:

The Platform Specialist has a solid understanding of customer workflows in Canadian media and will leverage their expertise to identify efficiencies and improved processes through the adoption of MO products and features.

The Platform Specialist is responsible for facilitating customer-specific operational deliverables, including identifying service trends, tactical needs, and issue resolution.

Responsibilities include:  

• Possesses comprehensive expertise in Canadian media and media finance knowledge

• Handles tickets submitted via Chat or Web form for assigned accounts

• Manages or participates in specific project tasks for assigned accounts

• Facilitates change management and user adoption throughout the customer life cycle

• Demonstrates product feature knowledge beyond core functionality to help customers achieve specific business results and maximum value

• Identifies and mitigates potential customer risks and escalations

• Communicates with leadership regarding customer risks and escalations

• Communicates frequently and effectively with Mediaocean team members cross-departmentally regarding customer activities, including product feedback

• Guides and trains customers on the use of self-education resources to reduce support dependence

• Utilizes standard process and support tools/documents to ensure consistent outcomes

• Identifies, documents, and shares best practices to improve the overall customer experience and enhance customer understanding of the value of Mediaocean software solutions

• Expands knowledge of Mediaocean solutions and business practices, continues to build subject matter expertise in areas of concentration

• Provides support and leads customer meetings with understanding of owned projects and ticketing escalations

Note - The allocation of time spent on activities (e.g., tickets vs customer projects/meetings) will depend on the needs of the customer and team

Who You Are:  

• 3+ years’ experience with Canadian media; experience in broadcast and media finance

• Proven business acumen to implement effective problem solving and decision-making strategies

• Articulate and clear communication style, both written and verbally, with the ability to provide consultation to partners and customers while managing expectations

• Demonstrated adaptability including flexibility in approach, positive mindset to changes, and ability to learn quickly

• Possess a can-do attitude, an entrepreneurial spirit and a balanced approach to daily challenges

• Excellent time management, organization and prioritization skills, ability to manage multiple, competing priorities

• Experience with Mediaocean applications preferred

• Proficiency in Microsoft Office suite

• Business writing sample required

The budget for this role is between $60,000 and $65,000 CAD, depending on experience and qualifications.

Open to fully remote candidates - preferably located in central or eastern time zone.

#LI-Remote 

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.