Media Customer Success Manager

**Hard Skills:**

- Media Platform Management (OTT, CTV, linear TV)

- Client Onboarding & Training

- Data Analytics & Insights (Looker, Tableau)

- CRM & Customer Success Tools (Salesforce, Gainsight)

- Digital Advertising & Programmatic Media

- Contract Negotiation & Renewals

- SaaS Implementation & Integration

- Campaign Performance Optimization

**Soft Skills:**

- Strategic Relationship Building

- Communication & Stakeholder Management

- Problem-Solving & Critical Thinking

- Cross-functional Collaboration

- Adaptability in Fast-Paced Environments

- Leadership & Team Development

*Senior Media Customer Success Manager*

*MediaTech Solutions, New York, NY*

June 2022 – Present

- Managed a portfolio of 50+ media clients, including major broadcasters, streaming services, and digital publishers, achieving a 95% client retention rate.

- Spearheaded onboarding initiatives for OTT platform integrations, reducing time-to-value by 30%.

- Collaborated with product teams to provide client feedback that influenced the development of a new AI-powered analytics dashboard, improving reporting accuracy and client insights.

- Conducted quarterly business reviews, uncovering upsell opportunities that contributed to a $2M increase in annual revenue.

- Developed training materials and workshops, enhancing client proficiency with the company's media analytics suite.

*Media Customer Success Manager*

*Streamline Media Corp., San Francisco, CA*

March 2018 – May 2022

- Supported media clients during adoption of the company's digital advertising platform, resulting in a 50% growth in usage metrics within one year.

- Provided consultative support for media planning, audience targeting, and platform optimization.

- Led a team of 4 CSMs, instituting best practices that improved team efficiency by 20%.

- Partnered with sales to resolve complex client issues, facilitating contract renewals and upselling premium features.

- Analyzed client campaign data to recommend optimizations, increasing ROI by an average of 15% per client.

*Media Account Coordinator*

*MediaScope Agency, Chicago, IL*

January 2015 – February 2018

- Supported senior managers in executing cross-channel media campaigns for Fortune 500 clients.

- Managed media reporting and performance analysis, providing actionable insights.

- Facilitated client training sessions on media planning tools, boosting client confidence in self-service platforms.

- Assisted in troubleshooting platform issues, reducing resolution time by 25%.

**Bachelor of Arts in Communications**

University of California, Los Angeles (UCLA), Los Angeles, CA

*2010 – 2014*

- Certified Customer Success Manager (CCSM) – SuccessHACKER, 2023

- Google Ads Certification – Google, 2024

- OTT & Video Advertising Certification – Interactive Advertising Bureau (IAB), 2022

- **OTT Engagement Optimization Program:** Led a project to optimize client OTT advertising strategies using AI-driven analytics, resulting in 20% higher viewer engagement and increased ad revenue for clients.

- **Client Data Integration Initiative:** Implemented a seamless data pipeline using Looker and Salesforce, reducing manual reporting efforts by 40% and enhancing real-time decision-making.

- **Cross-Platform Campaign Authority Dashboard:** Developed a dashboard consolidating multi-channel performance metrics, empowering clients to better understand campaign attribution across platforms.

- English (Native)

- Spanish (Fluent)