Digital Marketing Support Senior Analyst
Accenture is a leading solutions and services company that helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed across the enterprise, bringing together the talent of our approximately 786,000 people, our proprietary assets and platforms, and deep ecosystem relationships. Our strategy is to be the reinvention partner of choice for our clients and to be the most client-focused, AI-enabled, great place to work in the world. Through our Reinvention Services we bring together our capabilities across strategy, consulting, technology, operations, Song and Industry X with our deep industry expertise to create and deliver solutions and services for our clients. Our purpose is to deliver on the promise of technology and human ingenuity, and we measure our success by the 360° value we create for all our stakeholders. Visit us at accenture.com.
We are looking for a Digital Marketing Support Senior analyst with strong experience in digital advertising, ad operations, and technical troubleshooting. In this role, you will support advertisers and sales teams, analyze and optimize campaign delivery, resolve technical issues, and act as a subject matter expert for the wider team.
Key Responsibilities
- Provide excellent email and video call support (that will be recorded for quality purposes) to advertisers, agencies, and sellers on Ads product suite with clear and timely communication, quality deliverables, and innovative solutions
- Build trust-based relationships with the client’s sales team to strengthen long-term cooperation
- Perform proactive and reactive analysis of campaign delivery to increase performance and drive revenue, identifying problem areas impacting campaign pacing that might require follow-ups with partners
- Diagnose and troubleshoot technical issues that prevent customers from succeeding on our ad platform
- Be an expert on digital ad ecosystems; use data to troubleshoot campaign delivery, reporting, ad performance, and respond to campaign optimization queries
- Audit campaign details such as clients' campaign goals, budgets, flight dates and any other information necessary to correctly complete client reports
- Maintain established QA scores on responses and adhere to operational KPIs
- Deliver minimum target productivity when not obstructed by additional tasks
- Act as first point of contact to support Consultants by providing guidance and sharing expertise when they have questions related to the policy or tools
- Act as a backup for QTP team to support auditing process, delivery of refreshers and training, dissemination of policy updates whenever there is a business need
- Act as a lead on shift if there is no TL or QA present on the floor
- Take on additional tasks and projects as a POC and expert
Preferred Qualifications
- Bachelor’s or technical degree in Marketing, Advertising, STEM, or a related field, in progress or completed, or equivalent relevant experience.
- At least two years of experience in digital advertising, ad operations, technology, or a similar field.
- At least two years of experience in a call center, case or incident management, contact center, customer service, customer relationship, or sales role, including experience with Zendesk, Salesforce, or a similar CRM platform.
- At least one year of experience in a Business Operations team.
- Experience delivering training and supporting quality assurance is preferred.
- English proficiency at a minimum CEFR C1 level.
- Solid understanding of programmatic ad buying and auction marketplace dynamics.
- Experience in ad trafficking or ad support, including quality-assurance checks and debugging of active campaigns.
Professional Skills
- Comfortable leveraging multiple tools to debug and troubleshoot
- Strong interpersonal skills
- Strong attention to detail and organizational skills and track record of working towards established KPIs
- Customer-centric approach with a strong sense of empathy for customer issues and needs
- Strong analytical and problem-solving skills, including the ability to proactively solve difficult challenges, find creative solutions, and change direction quickly based on observations across data sets leveraging Excel or Google Sheets
- Digital media industry knowledge and a desire to learn more about the industry
- Readiness to work in fast-paced environment with a dynamic scope that evolves with time
Heredia
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