Customer Success Analyst

Summary

Join Mediaocean's global Customer Success team as a Finance Analyst and play a key role in delivering exceptional customer experiences. You will focus on proactive engagement, fostering strong customer relationships, and leveraging your understanding of customer financial workflows to optimize processes and resolve issues. This role involves a six-month onboarding boot camp and working collaboratively with a cohort of analysts. You will contribute to account planning, identify adoption risks, document feature requests, and collaborate cross-functionally on product roadmap recommendations. The ideal candidate possesses experience in accounting or financial management and strong communication skills. Mediaocean offers a competitive compensation and benefits package, including comprehensive health insurance, flexible time off, paid parental leave, professional development opportunities, and wellness programs.

Requirements

• Educational or professional experience in accounting or financial management
• Proven ability to present and explain features and workflow
• Proficiency with Excel, PowerPoint, SharePoint
• Demonstrated excellence in verbal and written communication skills, including the ability to take the lead in conversations and negotiate through challenging situations

Responsibilities

• Develop a strong understanding of customer and corporate accounting workflows to provide guidance on current functionality and enhancements for Mediaocean financial platforms and identify opportunities for added value
• Complete a 6-month onboarding boot camp 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

• 2 years of experience in a customer-facing role or in advertising technology or Software as a Service (SaaS) experience
• Salesforce, Zendesk, Jira, Smartsheet experience

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. So take a sick day, vacation day, or mental health day
• 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)