Mediaocean is hiring a
Customer Success Analyst

Summary

The job is for a Customer Success Digital Analyst at Mediaocean, focusing on delivering a world-class customer experience by understanding digital media workflows, identifying operational efficiencies, and expanding customers’ adoption of Mediaocean's digital platforms. The role also involves contributing to customer account planning, identifying customer adoption risks, documenting feature requests, working cross-functionally on product roadmap recommendations, and performing needs assessments.

Requirements

• Minimum 2 years of experience in a customer-facing role
• Proven ability to present and explain features and workflow

Responsibilities

• Develop a strong understanding of customer digital media workflows to provide guidance on current functionality and enhancements for Mediaocean digital platforms
• Complete a 6-month onboarding bootcamp that will focus on establishing knowledge and supporting customers across Customer Success teams
• Identify, document, and disseminate best practices aimed at enhancing the overall customer experience and improving customer understanding of the value offered by Mediaocean software solutions
• Contribute to customer account planning by identifying opportunities for increased user adoption, determining a targeted end-user adoption strategy, and assisting with workflow questions and complex issue resolution
• Identify customer adoption risks and demonstrate a proactive, solution-based approach to mitigate usage issues
• Document and track feature requests, including detailed requirements and needs analysis, with an ability to negotiate and manage expectations
• Work cross-functionally on product roadmap recommendations and alternative workflow solutions
• Perform needs assessments and requirements gathering to configure environments for new customer implementations and existing customer platform migrations
• Prioritize and schedule work activities to ensure established targets are achieved, facilitate customer meetings, and clearly and promptly communicate action items and desired outcomes for appropriate stakeholders

Preferred Qualifications

• Advertising technology or Software as a Service (SaaS) experience
• Educational or professional experience in digital media management; experience with Ad Serving and Verification, Programmatic buying, SEO, and Social platforms
• Proficiency with Excel, PowerPoint, SharePoint. Salesforce, Zendesk, Jira, Smartsheet experience a plus

Benefits

• Competitive total compensation, including 401(K) employer match and financial wellness seminars
• Extensive medical, dental, and vision plan
• Flexible time off - In addition to our 14 company holidays, we provide open PTO to all U.S.- based Mediaocean employees
• Bonding Leave – After six months of employment at Mediaocean, mothers and fathers, including same-sex parents, can take job-protected, paid time off to bond with their child within the first 12 months of the child’s birth or adoption
• Insurance, Pet Insurance, employer matched Health Savings Account and Flexible Spending Accounts
• Professional development – Personalized development plan created with your manager, continuous internal and external trainings, official company-wide mentorship program, professional development rewards program, management, leadership, and function-specific training for top performance, education reimbursement
• Get rewarded for demonstrating Mediaocean values
• Active affinity-based groups – Form connections with similar peers in offices around the world. Groups include: Women at MO, Black Employees at Mediaocean (BEMO), Pride at MO, Mi gente (Hispanic/Latinx community), AAPI at MO, Parents at MO, International Enrichment, Language Lovers, Books & Beyond, DEI in Engineering, and Mental Health & Wellness, and Caregivers United
• Wellness opportunities – Free virtual yoga and abs and glutes classes, company-paid Headspace meditation app membership, company-wide steps challenges, complimentary snacks in-office
• Bikeshare program in select offices, (Divvy and CitiBike for Chicago and New York offices)