Customer Success Consultant
London, England
1d ago

What You Will Do :

The Customer Success Consultant is responsible for facilitating customer-specific operational deliverables, including identifying service trends, tactical needs, and issue resolution.

This position works closely with our Customer Experience team to successfully service our customers, and demonstrate subject matter expertise in applicable Mediaocean products.

Tasks / Duties will include :

  • Facilitate change management and user adoption throughout the customer life cycle
  • Demonstrate product features beyond core functionality to help customers achieve specific business results and maximum value and identifying / mitigating potential customer risks and escalations
  • Maintain a regular cadence of customer meetings, consult end users on workflow, identify and address business needs and challenges, field development requests
  • Communicate frequently and effectively with Mediaocean team members regarding customer activities, including product feedback, collaborating with Customer Experience team on service issues, etc.
  • Guide and train customers on the use of self-help resources to reduce support dependence
  • Support customer retention by maintaining communication with new and current customers and escalating issues as appropriate within Mediaocean
  • Prioritize and schedule work activities to ensure established targets are achieved or exceeded; complete timely reporting post customer meetings, communicate action items and follow through on outcomes to customer and Mediaocean stakeholders
  • Who You Are :

  • Experience in a customer service role
  • Demonstrated ability to tackle issues with a sense of urgency while maintaining professionalism, accuracy, and follow-through
  • Proven research and analytical skills
  • Sense of energy, pride and ownership in your performance
  • Ability to travel to customer sites as needed
  • 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?

  • With intentional career-pathing, there are several options for growth and development within the Customer Success team
  • Gain experience with the core system of record for the ad tech industry
  • Season ticket loan available
  • 25 days of annual leave per year and 1 paid day of work to participate in a philanthropic effort should the employee choose
  • 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 start date
  • 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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