Associate Customer Success Director

What You Will Do: 

The Associate Customer Success Director develops and cultivates strategic relationships with key points of contacts and decision makers across an increased book of business (in size and/or revenue). This role supports the management of the functional, day-to-day operation of the team, including mentoring, motivating and developing fellow team members in order to help them achieve individual and the team goals.

Responsibilities will include: 

• Perform as a functional, hands-on lead managing day-to-day operation of the team with dotted-line oversight of team members (generally no direct reports)
• Execute a coordinated account plan aligned with corporate goals for driving growth and adoption of Mediaocean solutions
• Understand desired business outcomes for customers and track metrics to achieve business outcomes
• Own and manage customer health and revenue retention/growth for key customers
•  Mentor team members and new hires on team processes and best practices
• Look for opportunities to improve team processes that lead to increased efficiency and performance
• Serve as point of escalation for team members and assist in driving internal outcomes and resolution for customer issues
• Gain fluency in customers' contractual terms and act as a resource to team members on contract-related questions   
•  Establish business partnerships with key points of contact, key stakeholders and decision makers to drive strategic engagement across increased book of business (size and/or revenue)
• Communicate key customer insights to internal teams, including Product and Marketing
• Conduct regular account reviews and check-ins to ensure customer satisfaction and identify incremental sales opportunities

Who You Are:  

• 5+ Years experience in a customer-facing role
• Internal candidates: Certification in 2+ MO areas of focus; increased book of business (in size and/or revenue), demonstrated success with customer retention, customer satisfaction, relationship management, consistently exceeding OKRs, and a demonstrated eagerness to grow and take on more responsibility
•  Demonstrated leadership ability that frequently contributes to the success of the team
• Proven ability  to function as a point of escalation and make strong decisions
• Understanding  of customer MSAs, order forms and other contractual terms
• Demonstrated strength in leading high-level customer conversations and presentations
• Outstanding customer relationship skills with a proven ability to negotiate and manage expectations while maintaining a high level of customer satisfaction
• Demonstrated success working with other departments, including Sales, Project Services, Customer Experience and Product
• Proven ability to meet and exceed customer service standards and KPIs
• Demonstrated ability to lead projects to successful conclusion
• Ability to travel to customer sites as needed
• Prior experience with agency/marketer systems or related software/applications
• Proficiency with Excel, PowerPoint, Sharepoint; Salesforce, Zendesk, Jira, Smartsheet a plus
• Bachelor’s degree in communications, advertising, business, information technology or a related field a plus

Why Mediaocean?  

• Full healthcare benefits (PPO & CDHP medical plans, dental, and vision) & 401k 
• New parents are offered six weeks paid leave 
• Open PTO; vacation/sick/religious observances/philanthropy opportunities
• Professional development opportunities within our Learning & Development programs
• Belong@Mediaocean affinity based groups of colleagues to create community
• All of these benefits/perks are effective on the date of hire

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.