Platform Specialist, Customer Engagement

Responsibilities will include:  

• Possesses comprehensive expertise in linear media
• 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:

• Minimum of 2 years of experience at an advertising agency, with a primary focus on linear advertising
• 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

Why Mediaocean?

• 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

Our budgeted compensation range for this opportunity is $65,000 - $70,000, commensurate with experience & skills. This position is open to candidates accessible to our Chicago office location.