Director, Platform Success

Company Description

Publicis Groupe is a global leader in communication and is positioned at every step of the value chain, from consulting to execution, combining marketing transformation and digital business transformation. Through a unified and fluid organization, Publicis Groupe partners with its clients across communication, media, data and technology to ensure access to the full breadth of capabilities in every market. Present in over 100 countries, Publicis Groupe employs around 103,000 professionals.

About Publicis Media:

The Publicis Media Technology group is a centralized practice within Publicis Media, the media-centric solutions hub of Publicis Groupe [Euronext Paris FR, CAC 40]. PM Technology drives transformation across Publicis Media’s agency brands via the provision of a scalable and consistent approach to data and technology. PM Technology is powered by a leading, data/tech platform; best-in-class technology management and consultancy services;

unified workflow solutions; differentiated products and client solution stacks; and strategic oversight of all major data and technology partnerships. Home to over 100 engineers, data architects, consultants, product managers and a robust project management operation, PM Technology helps scale innovation worldwide.

A Director, Client Success who will bridge the gap between our reporting and data products and Agency client teams for our media OS suite of products. The candidate will be responsible for the adoption and usage of the products and to ensure that our end users have a clear understanding of each feature and the best practices for usage. The position will include a combination of on-boarding client teams and Agency Champions to the platform including training, trouble shooting, UAT and project management.

Must have a strong understanding of the media space and experience working in a fast-paced environment. The candidate must be a self-starter with a sense of urgency and a commitment to client service, quality and professionalism.

• Partner agency teams to onboard new clients and support existing clients into OS reporting and data products by outlining pre-requisites and determining client team eligibility by assessing current processes and people on the team
• Define scope of reporting deliverables and enable set up into suite of tools. Transition to agency after set up.
• Understand needs and urgencies to help determine prioritization of work with development team
• Build deep understand of reporting and data products to be able to train and support end-users and Agency Champions on core functionality
• Collobrate closely with development team to ensure delivery and of requests via JIRA
• Troubleshoot and conduct functionality testing if client teams find bugs/report issues
• Collaborate with product marketing to ensure user guides, training and incremental training plan(s) are in place by client
• Continually update and train end-users/Agency Champions on new features and continuously gather feedback
• Understand and vet new feature requests and add relevant functionality requirements to product team’s backlog for prioritization
• Develop deployment roadmap and partner with Product Managers to validate timelines in conjunction with new feature release
• Perform UAT testing prior to new functionality release to production
• Update team best practices by collaborating closely with essential Team Leads to enhance technical processes, developments, and communication among teams

• 7-10 years of experience within a data, development or operations role including onboarding/training teams in a technology environment or with enterprise level applications
• Minimum 3+ years’ experience in the media space
• Expert level in client management/consultative experience with both presenting and resolving issues understanding of data and BI technologies
• Experience in a cross-functional team environment
• Hands-on, problem solving abilities – “can do” approach (someone who is a thinker and a doer)
• Extremely strong organisational skills, attention to detail and adherence to deadline
• Excellent verbal and written communication, organization, and…