Platform Specialist, Customer Engagement

Prisma is the trusted industry platform powering the future of advertising. We connect media, technology, and data to enable marketers and agencies to plan, buy, and measure across all channels—
with precision, automation, and intelligence
. Our AI-driven solutions optimize workflows, unlock insights, and deliver measurable outcomes for the world’s leading brands and agencies.

The Platform Specialist has a solid understanding of linear media workflows and will leverage their expertise to identify efficiencies and improved processes through the adoption of Mediaocean products and features.

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

Responsibilities will include:

• 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 feature knowledge beyond core functionality to help customers achieve specific business results and maximum value
• Identifies and mitigates potential customer risks and escalations
• Communicates with leadership regarding customer risks and escalations
• Communicates frequently and effectively with Mediaocean team members cross-departmentally regarding customer activities, including product feedback
• Guides and trains customers on the use of self-education 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, continues to build subject matter expertise in areas of concentration
• Provides support and leads 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.

• Minimum of 2 years of experience at an advertising agency, with a primary focus on linear advertising
• 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, ability to manage multiple, competing priorities
• Experience with Mediaocean applications preferred
• Proficiency in Microsoft Office suite
• Business writing sample required

• 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 &  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, Better Up Care, Walkingspree, Bikeshare (Divvy in Chicago/Citibike in New York), Wellness Seminars (physical, mental, financial, social) as well as opportunities to compete in company-wide health challenges with prizes
• Award-Winning Company Culture: Professional development with a dedicated Talent Development team, Employee Resource Groups…