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MindGeek: Customer Experience Representative

MindGeek

This is a Full-time position in Montreal, QC posted September 20, 2020.

The Customer Experience (CX) team ensures that all customers in strategic verticals have a positive experience the platform and achieve their campaign goals.

By doing so, the CX team ensures that first-time customers become long-time customers, and ultimately brand advocates.

This role is part consultant, part strategist, part coach, enabling customers to optimize the reach and maximize the value of their campaigns.What You’ll Be Doing Provide personalized and proactive onboarding and account management services to new customers Understand the customer’s needs and goals, and developing and maintaining a comprehensive understanding of their business Develop success plans for each customer based on their strategic goals Help the clients utilize the platform to achieve those goals and find long-term value Maintain KPIs, success metrics, and ensure positive outcomes Maintain constant communication with Sales Development Representatives to understand current pipeline Maintain constant communication with Account Managers to understand market dynamics Maintain constant communication with Marketing to help create blog posts, presentations, and FAQs to ensure best practice sharing Must Haves What you’ll need to be successful: Previous customer success, inbound sales, or customer support experience Exceptional written and verbal communication skills Exceptional interpersonal relationship management skills Strong analytical skills to collect business intelligence by conversing with clients and monitoring/identifying trends in data Proficient in Microsoft Office (specifically Excel) A minimum of technical understanding regarding HTML and webmaster analytic tools Strong command of the English language.

Spoken French.

Other languages a plus.

Nice To Have Previous experience in client-facing digital media including, but not limited to, online advertising, media buying, affiliate marketing, or account management Familiarity with online pricing models – CPM, CPC, CPA, etc.

Understanding of programmatic advertising and the digital advertising ecosystem Strong understanding of digital media sales and publishing The Trade Desk certification, Google Ads certification Salesforce experience As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees