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Management Science Associates, Inc. - Client Operations Manager

Management Science Associates, Inc. (MSA) is a diversified information management company that, for nearly half a century, has given market leaders the competitive edge in data management, analytics, and software technology.  Our clients rank among the best known companies across a broad range of industries.

MSA’s Media Division is responsible for providing leading edge software, analytics, and services to advertisers, agencies, television, cable, and other emerging industry players. MSA is at the forefront of determining how consumers access content such as news, sports, and entertainment, how such content is distributed, and how content providers and advertisers can better estimate and target their intended audiences. In 2015, MSA received an Emmy Award from the National Academy of Television Arts and Sciences for its history of innovation in the cable television industry.  

MSA is seeking a team player who is motivated to work closely with clients and assume a leadership role in the Product Support organization.  The successful candidate will possess strong project management, organization, communication skills, and a strong technical aptitude.


  • Act as primary consultant to clients for product/service support and enhancements
  • Document and track issues throughout the problem identification and resolution cycle
  • Review issues with clients to ensure understanding and closure
  • Understand client support agreements and division’s responsibilities in adhering to them
  • Act as a thought partner with clients to develop and improve the division’s products and services
  • Provide guidance and direction to Business Analysis, Development, Quality Assurance, and DevOps teams regarding client and broader industry needs
  • Serve as project manager or scrum master
  • Support division’s marketing and sales efforts, including developing RFP (Request For Proposal) responses
  • In-depth understanding of media industry business concepts and processes
  • Work with internal team members to develop accurate cost estimates and risk assessments
  • Work with client and internal teams to implement solutions
  • Provide detailed product support training and media industry overviews to other personnel
  • Ensure billable work is accurately documented and consistent with client agreements
  • Mentor others
  • Stay abreast of media and technology industry developments and make recommendations for changes in division strategy and direction as necessary
  • Enhance one’s domain, technology, and interpersonal skills
Required Skills
  • Requires a four-year degree in Computer Science, Information Technology, Business Administration or related discipline, or equivalent experience
  • Minimum of five years practical experience supporting clients 
  • Experience with data management, relational databases, and cloud-based technologies
  • Software implementation experience, especially cloud-based SaaS solutions
  • Successful experience as team leader and project manager, with established record of client satisfaction
  • Familiarity and experience with MSA's core competencies: Data Management, Information Technology and Analytics
  • Experience in developing RFPs and assisting in business development opportunities
  • Working knowledge of Application Development Lifecycle
  • Strong problem solving abilities and the ability to coordinate internal and client resources in pursuit of resolving issues
  • Excellent interpersonal skills with superior oral and written communications abilities
  • Must have strong organizational, multi-tasking, and detailed-oriented skills along with the ability to manage stressful situations
  • Proficiency in the Microsoft Office Suite
  • Proficiency in Zendesk Helpdesk software or other equivalent technologies
  • Understanding of relational databases, data warehousing technologies, and reporting tools
  • Able to perform under pressure in a rapidly-evolving industry
  • Prior experience working within the media industry desired 

To apply click here

  • City: Pittsburgh
  • Job posted on: Sept. 13, 2021
  • Posting expires on: Oct. 13, 2021
  • Respond to: Human Resources
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