Solution Support Consultant

Every day, Imagine Communications is delivering billions of media moments all over the world —anywhere, anytime and on any device. We provide end-to-end ad management and delivery solutions that the world’s most successful television, radio, media networks, and service providers rely on to efficiently manage their content and revenue. 

Imagine Communication’s solutions are helping customers optimize inventory and pricing while providing enhanced monetization through targeted delivery.   The Program Manager will work onsite with a strategically important Mexico City (Santa Fe area) client to ensure sound project plans drive on-time deliverables and client success.

The Solution Support Consultant works onsite with a strategically important Mexico City cable broadcast customer helping to optimize the implementation of the Cable  TV Advertising Software. This position reports to a onsite Program Manager.

• Provide on-site technical/solution supporting a strategic cable broadcast client instillation of advertising rights and scheduling software including:
  • Log & track all support issues into the Imagine support portal.
  • Diagnose, troubleshoot and resolve reported issues, maintaining ownership through completion.
  • Generate report to coincide with contracted SLA’s.
  • Act as the liaison between client users and Imagine Communications Tier 2 & 3 Technical Support teams.
• Provide client updates & details on product releases (enhancements, fixes & new functionality).
• Assist client with USA testing for releases in dedicated UAT environment.
• Update worklfow documents and communicate with client stakeholders.
• Provide on-site and remote training to users for the LMK Rights & Scheduling Solution.
• Create, document and deliver training material for customer - new hires, retaining, etc.

• University degree with 3+ years’ experience in a customer-facing consulting roles.
• Minimum of 3 years’ experience and knowledge deploying and optimizing enterprise software.
• Preference for exposure to Broadcast Media (cable TV) Advertising software and knowledge of:
  • Contracts & Acquisitions for Content/Programming Library, Films, etc.
  • Amortization Methodologies
  • Material Traffic & Management
  • Linear and Non-Linear Programing Schedules
  • Enhanced Program Guides
  • Promotions, interstitials
  • Break Management for advertising sales
  • Presentation Scheduling (Transmission Log)
  • Post-Transmission processes
  • Ratings
• Demonstrated ability to learn complicated software applications
• Exceptional customer service orientation and willingness to support a 24/7 customer with accessibility.
• Strong detail orientation and follow-through.
• Strong interpersonal and communication skills and demonstrated ability to support. customers with excellent technical support.
• Savvy with MS Suite of software.
• Excellent written and communication skills. (English & Spanish)

Why Imagine?

Imagine Communications offers a generous benefit package and a strong culture. Employee Wellbeing is a priority for us so all employees and family members have access to Wellness programs like LifeSpeak. Volunteer in your community and we will pay for that too.