Senior Platform Specialist, Customer Engagement

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 by Mediaocean, the industry's trusted system of record for media management and finance, Innovid, 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 Senior Platform Specialist has a solid understanding of customer workflows for a specific area of focus and will leverage their expertise to identify efficiencies and improved processes through the adoption of MO products and features.  

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

Responsibilities will include:

• Possesses comprehensive expertise in product knowledge within their specialized area 

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

• Manages or participates in specific project tasks for assigned accounts 

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

• Demonstrate product features beyond core functionality to help customers achieve specific business results and maximum value  

• Identify and mitigate potential customer risks and escalations  

• Communicate frequently and effectively with Mediaocean team members regarding customer activities, including product feedback 

• Guide and train customers on the use of self-help resources to reduce support dependence 

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

• Identify, document and share 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 

• Provide support for, and lead some 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 Local media buying
• 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

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

The budget for this role is between $80,000 and $100,000, depending on experience and qualifications.

Open to fully remote candidates.

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.