14 West | Customer Success Associate - Technical.ly

Customer Success Associate

14 West |  Baltimore, MD 21201 | Other

Job Description
Perks + Benefits
Company Culture
Technical.ly Coverage

Do you have a strong understanding of digital and/or direct marketing and excel at maneuvering complex issues?

Do you geek out on data and have a keen ability to use it to help solve a problem or support a business decision?

Are you detail-oriented and customer focused?

If so, this opportunity is for you.

As a Business Intelligence Customer Success Associate (CSA), you will make a significant impact every day applying your knowledge, skills and passion for data and marketing. This frontline team member will field, research, and answer the data and reporting inquiries and requests received from our affiliate clients. This includes training on basic knowledge of our most commonly used reports and ensuring users are well-informed of any reporting issues or delays.

You will also strategically work alongside a Customer Success Partner (CSP) to help affiliate clients analyze and interpret the data-driven information we provide, including the effectiveness of their online and offline direct marketing programs. You do not need to have a technical or data background, however, you do need to be comfortable maneuvering complex operational issues.

This entry-to-mid level position reports to the Customer Success Manager.

In 2016, 2017 and 2018, 14 West was voted one of Baltimore’s Top Workplaces by The Baltimore Sun. You can learn more about life at 14 West by checking out ourWestWord blog.

Responsibilities

So what would you be doing?

Account Management and Analytic Support

  • Work collaboratively with Business Analysts and CSPs on advanced/complex analyses to gather requirements from users, ensuring the business need and goals for information requested is clear
  • Work with CSP to present proposals, mock-ups, and findings for ad hoc analyses and data modeling projects that require advanced understanding of affiliate business and Business Intelligence data
  • Work directly with Business Analysts to gather requirements and present proposals, mock-ups, and findings directly to affiliates for ad hoc analyses that require a basic understanding of affiliate business and Business Intelligence data that are less complex in nature
  • Understand key individuals’ roles within the affiliates and gain an understanding of their respective businesses, including their successes, struggles, and goals
  • Understand marketing set-ups and how to construct effective testing, and collaborate with CSP on how that information will look in reporting
  • Provide agendas and recaps for regularly scheduled affiliated meetings
  • Manage monthly ticket billing reporting process

User Support

  • Take responsibility for ticketing queue for any affiliate requests to ensure proper service level standards are met
  • Independently address all basic reporting questions specifically addressing where data for each report is sourced from and how each metric is defined
  • Understand why some reports display counts and metrics differently and be able to explain the discrepancies to our end-users
  • Ensure requests are fulfilled correctly and in an efficient and timely manner
  • Create and/or update user documentation for existing reports
  • Assist the CSP in pulling data, screenshots and information for business reviews and meetings
  • Identify common requests and initiate enhancements and solutions that will improve the overall accuracy and usability of reporting

Report Training

  • Become a proficient user of all existing reporting, as well as the applications used for sourcing all data with the goal of educating and training affiliates to making data-driven and informed business/marketing decisions
  • Work side by side with entry to mid-level and new report users on how to read and apply the information in reporting
  • Create videos, training guides and other materials that address topics like “Commonly Asked Questions”, “Tips for Using Qlikview”, etc.

User Communication

  • Be able to quickly draft accurate and concise company-wide announcements addressing reporting problems and delays for the CSP to review and edit
  • Gather supporting content for monthly Business Intelligence Release Notes that highlight the previous month’s development efforts and any improvements or enhancements to existing reports
  • Maintain active and open lines of communication with Agora affiliates for open ticket requests, projects, new features/Business Intelligence updates, and other Agora updates that may impact affiliates businesses and/or reporting needs

Quality Assurance

  • Ensure that requests are answered quickly, efficiently, and correctly and that the Business Intelligence team is adding value where appropriate
  • Validate monthly reports that are automatically generated and sent to the marketers and publishers and field any questions from the recipients
  • Initiate monthly assessment of all support team members and provide feedback on ways to improve Business Intelligence service levels
  • Provide regular reporting on Reporting Usage Statistics and ticket performance metrics to the Business Intelligence Account Manager/Strategist and suggest users that may need additional training or support
  • Pull, validate and provide monthly billing reports to the VP of Business Intelligence, Accounting, and Tier 1 Support

Qualifications

The Essential Requirements

  • 1-4 years’ of experience in digital/direct response marketing
  • Strong presentation and communication skills with the ability to summarize findings clearly and concisely
  • Proficient in MS Excel – logical functions, lookups, pivot tables, etc.
  • Strong sense of urgency, follow-up and follow-through – must be able to adhere to process
  • Excellent interpersonal skills, able to deal effectively with diverse skill sets and personalities and also work effectively as a team player
  • Self-motivated, proactive, disciplined, fast learner and organized with impeccable attention to detail
  • Highly flexible and adaptive to a rapidly changing environment and juggling of competing priorities
  • S. citizenship or authorization to work legally in the U.S.

The Desirable Requirements

  • Experience as a hands-on direct marketer, BI reporting/business analyst or comparable role
  • Hands-on understanding of direct marketing analysis, campaign management, program optimization, customer segmentation and targeting and retention/attrition analysis
  • Ability to apply information strategically, spot larger trends and risks and also break it down for marketers needing to make tactical decisions
  • Basic HTML skills or experience using Dreamweaver
  • Experience working in a variety and range of BI solutions and tools (our current environment is supported by a MS SQL Server backend, Qlikview as well as InfoBase, a proprietary frontend reporting application for running canned reports)
  • Previous work experience in consumer services/products and or subscription-based businesses
  • Experience working in a consultative user/client facing role
  • Exposure to data related to Google Analytics, ad networks and other industry related API feeds of data
  • For internal candidates, a strong understanding as a frontend user of our current applications and systems (InfoBase, Qlikview, IRIS, Advantage, Message Central, OPIUM, Sign-Up App, etc.)

We offer a wide variety of benefits, programs, and services to our employees, including:

  • Medical, vision, and dental insurance plans.
  • Employer-subsidized parking.
  • 401(k) plan with employer matching.
  • Generous vacation time and paid holidays.
  • Fitness programs and discounts.
  • Casual dress code.

To be considered for this opportunity, please submit your resume and application to the link provided.

Who are we?

Business Intelligence is part of 14 West, one of The Agora companies who service 20+ affiliated publishing groups all around world. These publishing groups are focused on developing information and products that help individuals control their own destiny when it comes to matters of finance, health and lifestyle.

Business Intelligence is dedicated to supporting our customers with data and insights that enable superior business decisions through providing data, reports, dashboards, ad hoc analyses, predictive analytic models, consultation and more. We believe strongly in nurturing and developing our team members and don’t just hire to fill gaps. We see every individual as crucial to the success of our mission and purposefully create opportunities for them to grow along with the organization.

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Health & Wellness Benefits
  • Dental
  • Disability Insurance
  • Health Insurance
  • Life Insurance
  • Onsite Gym
  • Vision
  • Wellness Programs
Perks & Discounts
  • Casual Dress
  • Company Outings
  • Snacks
  • Special Discounts
Retirement & Stock Options Benefits
  • 401K
Vacation & Time Off Benefits
  • Generous PTO
  • Paid Holidays
  • Paid Sick Days

At 14 West, employees and their career path are front and center. And often, teammates break the mold.

“You don’t have to have a degree from MIT or have X years of experience,” said Jennifer DiFolco, Director of Talent Acquisition for 14 West. “If you can show us what you’ve done, on your own or with a group of friends in your garage, and if we can see that you’ve got the skills to translate that into our world, some of our best hires have come from that.”

Director of Development, Cory Chambers knows of this first hand. “My personal story is they gave me an opportunity when no one else would,” he said. 

When Chambers graduated from college, he couldn’t find an engineering job. He felt that no one would take a chance on a junior developer.

But 14 West did.

After he was hired, Chambers was promoted to a management position within nine months. And the company asked him how they could find and coach more junior developers like him. “At the rate in which we’ve grown, I now manage a team of about nine or 10 people and we’re still adding to that,” he said.

14 West also hosts an extensive internship program, wherein 26 to 28 interns come in for orientation each May. The internship program includes big outings such as sailing, team building activities, and real world experience in an elite and growing enterprise.

It’s a demonstrated set of values — focused on people — that extends to the company’s philanthropic approach, as well.

The company has set up a philanthropic newsletter that reaches out to employees wanting to volunteer with one of 40 non-profit organizations the company is in touch with. This includes food drives, toy drives, monthly volunteer activities, toy and food distribution following the drives, and monthly visits to Our Daily Bread, a Baltimore-based hot meal program and employment center.

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