14 West | Solutions Specialist - Technical.ly

Solutions Specialist

14 West | Baltimore, MD 21201 | Other

Job Description
Company Culture
Technical.ly Coverage

14 West is looking for a Solutions Specialist to join our team in Baltimore, MD. The Solutions Specialist will provide support to over 15 of The Agora Companies and their marketing teams to ensure maximum use of The Agora’s Customer Data Platform, Lytics, and adoption of all other Customer Intelligence offerings. The primary focus of the role will be day-to-day support of the end-users, including troubleshooting end-user issues, performing root-cause analysis, and fulfilling end-user requests. The secondary focus of the role will be training/onboarding, including onboarding new affiliates to the Customer Data Platform, creating training material, and training new users.

The Solutions Specialist will also work closely with the Marketing Intelligence team, other Product teams, and other Agora Companies to ensure that goals are met and that the end-users are fully satisfied. The ideal candidate does not necessarily need to have a technical or data background. They will, however, need to possess a strong understanding of digital and direct marketing concepts and be comfortable maneuvering complex operational issues. This position reports to the Solutions Manager.

In 2016 and 2017, 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 our WestWord blog.

Responsibilities

  • Become an expert user of the Customer Data Platform and the systems used for sourcing all data with the goal of educating and training affiliates to use the Customer Data Platform to the fullest extent.
  • Understand our customer data and integrations with other core systems, including the CRM system, the e-commerce system, and the messaging system.
  • Assist internal customers with creation of campaigns, segments, models, etc. within the Customer Data Platform.
  • Troubleshoot internal customer support questions and escalate issues to the Customer Data Platform vendor.
  • Create thorough documentation for all new development efforts.
  • Maintain and update Customer Data Platform Data Dictionary.
  • Identify potential bugs in the system.
  • Suggest new features and enhancements.
  • Work within our Support Ticketing System, JIRA Service Desk.
  • Triage and own day-to-day support within ticketing system
  • Fulfill customer requests and answer questions in a timely fashion.
  • Provide management with ideas to improve our systems and/or processes.
  • Collaborate with the Learning and Development Team to create videos, training guides, and other materials that address topics like “Commonly Asked Questions”, “Tips for Using Lytics”, etc.
  • Collaboration with the Solutions Manager is important for success in all of the above mentioned areas.

Qualifications

  • At least 2 years of experience in a business intelligence, direct-response marketing, or marketing support role.
  • Proficient in MS Excel – logical functions, lookups, pivot tables, etc.
  • Strong analytical skills with demonstrated problem solving ability.
  • Advanced troubleshooting skills in a multi-user high-pressure environment.
  • Strong presentation and communication skills with the ability to summarize findings clearly and concisely.
  • Strong customer focus with excellent interpersonal skills and a desire to interact and build rapport with the end-users.
  • High level of discipline and flexibility.
  • Strong sense of urgency, follow-up, and follow-through.
  • Self-motivated, proactive, disciplined, fast learner, and organized with impeccable attention to detail.
  • Ability to work well independently and in a team environment.
  • Excellent time management skills.
  • U.S. citizenship or authorization to work legally in the U.S.

Preferred Qualifications

  • Working knowledge of SQL, HTML, and JavaScript.
  • Past exposure to Customer Data Platforms.
  • Experience in application support and troubleshooting.
  • Experience working in a variety and range of BI solutions and tools.

If interested, please submit a resume to the link provided.

Apply Now
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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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