Senior Platform Specialist, Customer Engagement

Mediaocean; Chicago (IL); Remote; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Platform Specialist to enhance customer workflows and optimize processes through innovative technology. This role requires a deep understanding of media buying and the ability to provide exceptional support and training to clients. With a focus on adaptability and effective communication, the Specialist will manage customer relationships and drive user adoption of advanced software solutions. Join a dynamic team that values work-life balance, offers competitive compensation, and fosters a culture of professional growth and collaboration.

Benefits

Open Paid Time Off (PTO)

Flexible schedule

401(k) with company match

Company HSA contribution

Comprehensive medical benefits

Mental health support

Professional training reimbursement

Wellness programs

Employee Resource Groups (ERGs)

Philanthropy programs

Qualifications

• 3+ years’ experience in Local media buying.
• Proven business acumen and effective problem-solving strategies.

Responsibilities

• Facilitates customer-specific operational deliverables and issue resolution.
• Communicates effectively with team members regarding customer activities.

Skills

Local media buying

Problem solving

Communication

Time management

Adaptability

Education

Bachelor's Degree

Tools

Mediaocean applications

Microsoft Office

Job description

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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 by Mediaocean, the industry's trusted system of record for media management and finance, Innovid, the world's largest independent ad server and creative personalization platform, as well as Protected, the MRC-accredited ad verification solution for brand safety and fraud detection. Visit www.mediaocean.com for more information.

What You Will Do:

The Senior Platform Specialist has a solid understanding of customer workflows for a specific area of focus and will leverage their expertise to identify efficiencies and improved processes through the adoption of MO products and features.

The Senior Platform Specialist is responsible for facilitating customer-specific operational deliverables, including identifying service trends, tactical needs, and issue resolution.

Responsibilities will include:

• Possesses comprehensive expertise in product knowledge within their specialized area
• Handles tickets submitted via Chat or Web form for assigned accounts
• Manages or participates in specific project tasks for assigned accounts
• Facilitates change management and user adoption throughout the customer life cycle
• Demonstrates product features beyond core functionality to help customers achieve specific business results and maximum value
• Identifies and mitigates potential customer risks and escalations
• Communicates frequently and effectively with Mediaocean team members regarding customer activities, including product feedback
• Guides and trains customers on the use of self-help resources to reduce support dependence
• Utilizes standard process and support tools/documents to ensure consistent outcomes
• Identifies, documents, and shares best practices to improve the overall customer experience and enhance customer understanding of the value of Mediaocean software solutions
• Expands knowledge of Mediaocean solutions and business practices, continuing to build subject matter expertise in areas of concentration
• Provides support for, and leads some customer meetings with understanding of owned projects and ticketing escalations

Note - The allocation of time spent on activities (e.g., tickets vs customer projects/meetings) will depend on the needs of the customer and team

Who You Are:

• 3+ years’ experience with Local media buying
• Proven business acumen to implement effective problem solving and decision-making strategies
• Articulate and clear communication style, both written and verbally, with the ability to provide consultation to partners and customers while managing expectations
• Demonstrated adaptability including flexibility in approach, positive mindset to changes, and ability to learn quickly
• Possess a can-do attitude, an entrepreneurial spirit, and a balanced approach to daily challenges
• Excellent time management, organization, and prioritization skills, with the ability to manage multiple, competing priorities
• Experience with Mediaocean applications preferred
• Proficiency in Microsoft Office suite

Why Mediaocean?

Work-Life Balance: Open Paid Time Off (PTO), flexible schedule, company holidays, 12 weeks of paid parental leave (after 6 months of employment)

Total Rewards: Competitive salary, full benefits package starting on your first day, referral bonuses, recognition awards, 401(k) with company match, company HSA contribution up to $2,400

Comprehensive Benefits: Medical/Dental/Vision/Pharmacy, Health Savings Account (HSA)/Flexible Spending Account (FSA), mental health support, life & disability insurance, family planning & fertility benefits, pet insurance, legal & ID theft protection, retirement planning, Medicare assistance, Employee Assistance Program (EAP), professional training/tuition reimbursement

Wellness Focus: Eligible employees get up to 100% company-paid annual subscriptions to Peloton, Maven Clinic, BetterUp Care, Walkingspree, Bikeshare (Divvy in Chicago/Citibike in New York), wellness seminars (physical, mental, financial, social), as well as opportunities to participate in company-wide health challenges with prizes

Award-Winning Company Culture: Professional development with a dedicated Talent Development team, Employee Resource Groups (ERGs), philanthropy & awareness programs, mentorship programs, in-office and virtual events & celebrations, various volunteer & donation opportunities, and an innovative, collaborative work environment

The budget for this role is between $80,000 and $100,000, depending on experience and qualifications.

Open to fully remote candidates.

We encourage applications from candidates who may not meet every requirement, as transferable skills and education will also be considered. Please do not hesitate to apply!

Mediaocean recognizes our strength and value when all team members feel there is space for their voices, thoughts, ideas, perspectives, and concerns. Mediaocean is committed to being an equal opportunity employer and considers all applicants regardless of age, race, color, gender, sexual orientation, ethnicity, religion, national origin, disability, or veteran status.