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

What’s it like to work at 14 West in Baltimore?

Missing a day in the office at 14 West makes you feel as if you’ve missed out. We have a great group of really smart and motivated people that come up with truly brilliant solutions to the challenges we face in the publishing and subscription services we enable. This being said, the office is totally casual — people bring their dogs to work and there’s work/life balance in that you can work remotely if needed.

Our offices are beautiful. They make up a campus of 12 individual buildings in the Mount Vernon neighborhood of Baltimore. In the summertime when we have interns working with us it starts to feel like a college campus as you see the interns going from building to building with their backpacks. The buildings are a mix of incredible historic homes and some modern construction. We sit in massive open offices that carry mixes of the functional roles; this enables cross collaboration. You can stand up and go talk to anybody, you don’t have to set up formal meetings. It’s open and easy, and that’s how we’re able to move so quickly to get things done each day.

Who is 14 West and what do you do?

14 West is the backbone of The Agora; a network for over forty companies in publishing and direct marketing that exist across 17 countries. The various companies span from Money Map Press to The Oxford Club and the very first of The Agora Companies, International Living (now based in Waterford, Ireland). At 14 West, we are a centralized service provider that enables the growth and innovation of all these different niche companies; internally we refer to them as affiliates. We are the technology, accounting, human resources, legal and facilities teams devoted to them.

What’s a common attribute amongst 14 West employees?

The preeminent traits seem to be a desire to learn and curiosity. If you are willing to work hard and want to understand how 14 West works, how The Agora Companies make their money, how things are done and how to contribute new ideas, you’ll be rewarded and will move up quickly. One thing that is expected of everyone that walks in here is you need to raise your hand and you better have high expectations for yourself. If you’re waiting for someone to tell you what to do, that gets noticed very quickly and not in a good way.

What is the team working on at the moment?

We handle all of our enterprise data. A lot of our focus right now is in optimization and building world class tools for our affiliates. One specific project our team is working is developing a set of new self-service applications where instead of Agora affiliates reaching out to our team directly for data and reports, they’ll be able to source what they need on their own. We are developing a series of new, cutting-edge feed applications where data can be loaded in, reports can be generated on the fly and our developers can understand exactly what the affiliates most want.

How do 14 West employees stay connected and engaged with each other?

A lot of us travel to different conferences to develop our skills and that’s always a great way to reconnect in a more personal way with your colleagues.

We do a lot of volunteer work within the community right around us here in Baltimore. Aside from this, we take pride in having the best holiday parties — there have been people caught trying to sneak into them! We also do a lot of happy hours in the office (employees enter their preferred beer or wine via their Drizly account). 

What can new employees expect?

New employees can expect extensive training through 14 West’s learning and development division, which features hands-on classroom learning and online guided courses that ensure new hires have been inducted into the company through a mentored program. Otherwise, get ready to run with your ideas. We like big ideas and if you bring them to the table you better be ready to act on them, we’ll provide the resources to drive it.

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