Customer Success Analyst, Digital (Remote)

Remote US

Ad Infrastructure – Customer Success /Full-time /Remote

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 Media, the MRC-accredited ad verification solution for brand safety and fraud detection. Visit www.mediaocean.com for more information. 

What You Will Do:

As a member of Mediaocean’s global Customer Success team, you will be instrumental in delivering a world-class customer experience with a focus on proactive engagement and fostering long-term relationships. The Customer Success Digital Analyst has a thorough understanding of customer-specific digital media workflows that will be used to identify operational efficiencies, improve processes, support inquiries and troubleshoot issues pertaining to the Mediaocean digital suite of products & services. You will serve as a primary point of contact, strategically supporting & expanding customers’ adoption and usage of these platforms.  

Responsibilities will include:

• Develop a strong understanding of customer digital media workflows to provide guidance on current functionality and enhancements for Mediaocean digital platforms and identify opportunities for added value  
• 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

Who You Are:

• Minimum 2 years of experience in a customer-facing role. Advertising technology or Software as a Service (SaaS) experience a plus
• Educational or professional experience in digital media management; experience with Ad Serving and Verification, Programmatic buying, SEO, and Social platforms a plus 
• Proven ability to present and explain features and workflow
• Proficiency with Excel, PowerPoint, SharePoint. Salesforce, Zendesk, Jira, Smartsheet experience a plus
• Demonstrated excellence in verbal and written communication skills, including the ability to take the lead in conversations and
• negotiate through challenging situations

Why Mediaocean?

• Competitive total compensation, including 401(K) employer match and financial wellness seminars 
• Extensive medical, dental, and vision plan – Keep your family (or just yourself!) safe and healthy
• 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)  
• All of these benefits/perks are effective on the date of hire

$65,000 - $80,000 a year

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. 

If you're an existing Mediaocean employee and would like to submit a referral, click here.