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Mediaocean Customer Success Director in New York City, United States

What You Will Do:

As a Customer Success Director, you are responsible for all strategic activities across your assigned accounts, including relationships, revenue/contracts/forecasting, business reviews and positioning, measuring & achieving business outcomes, overall customer health.

Responsibilities will include:

  • Prioritize and deliver on key customer objectives: understand business requirements, identify challenges, manage development projects and actively recognize cross-sell and up-sell opportunities for the Mediaocean Sales Team

  • Define desired business outcomes and KPIs for each customer and develop a system for quantifying success and growing revenue

  • Manage overall customer health including accurate forecasting

  • Lead QBRs and other critical strategic customer meetings

  • Ensure platform usage & platform adoption are geared towards success criteria

  • Participate in product councils to be the customers' voice in product roadmap and opportunities and long term vision

  • Manage the execution of projects and implementations, including needs assessments and requirements gathering

  • Prioritize and schedule work activities to ensure established targets are achieved or exceeded; complete timely reporting post customer visit, communicating risks and outcomes to customers and all internal Mediaocean stakeholders

  • Develop and manage execution of annual account plans and conduct regular meetings with customers for metric and status reviews and to improve customer experience

  • Manage and coach Customer Success Experts, Managers, Associates and Consultants. Manage administrative tasks related to these responsibilities, including monitoring employee performance

  • Manage and report on KPIs and performance

    Who You Are:

  • 7+ years of experience in customer-facing role or consulting

  • Proven ability to lead strategic projects involving various stakeholders

  • Proven ability to meet and exceed service standards and KPIs

  • Demonstrated ability to successfully and independently manage multiple project and resolve issues

  • Ability to tackle issues with a sense of urgency while maintaining professionalism and accuracy

  • Proven ability to function as a point of escalation and make strong decisions

  • Understanding of customer MSAs, order forms and other contractual terms. Ability to negotiate pricing internally and externally.

  • Strong research and analytical skills

  • Excellent written and verbal communication skills; excellent presentation skills

  • Outstanding customer relationship skills. Proven ability to lead executive level customer conversations.

  • Ability to travel to customer sites as needed

  • Prior experience with agency/marketer systems or related software/applications

  • Bachelor's degree in communications, advertising, business, information technology or a related field preferred

    Why Mediaocean?

  • Professional development opportunities within our Learning & Development programs

  • Internal recognition and rewards system

  • Workplace flexibility

  • Belong@Mediaocean affinity based groups of colleagues to create community

    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.

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