Senior process executive - Digital Marketing

As a performance support associate you will work on external (client/Advertiser facing) products like AdWords (Search advertising and Display advertising) and Analytics (web analytics to measure Pay Per Click Return On Investment) providing support to client employees and Advertisers / clients directly on campaign performance-related issues. You will receive consults from internal teams for troubleshooting. All of your efforts go toward ensuring that our ad products are working and our customers optimize them to deliver desired results.

• Minimum BA/BS degree or equivalent practical experience with a strong academic record
• Minimum 2 Years of strong technical troubleshooting experience using online advertising / analytics products or hardware troubleshooting products.
• Specifically for Search,; either 1 or more of:

○ Experience in supporting Advertising products like AdWords (Search, Shopping, Display & Mobile), Analytics (PPC ROI tracking) with in-depth knowledge on various online advertising models (Search, Display, Mobile, Video) and revenue models (like Pay per click or Cost Per click, Cost Per (Thousand) Impressions, Cost Per View, and/or Cost Per Acquisition)

○ Experience in basic web programming in HTML, JavaScript and writing SQL queries

○ Google Certifications (AdWords and/or Analytics)

• Strong grasp of written & spoken English language.
• Quick learner: able to quickly absorb complex product and procedural information, and seamlessly adapt to rapid changes in the product, process and workflow as they occur.
• Customer service skills: ability to make decisions based on the best interests of customers, as well as the technical escalations team.
• Analytical and proactive mindset: be able to quickly understand, analyze and make recommendations for improvement for internal processes, where appropriate. Able to quickly identify information required for appropriate technical troubleshooting.
• Comfort with ambiguity: in cases not covered by documented workflows/instructions, ability to make appropriate decisions.
• Highly responsive and productive under time pressure: able to consistently deal with high volumes and prioritize the work accordingly.

Responsibilities:

• Demonstrates effective, clear and professional written and oral communication
• Provides prompt and efficient service to Customers and Account Managers including the appropriate escalation of Customers issues
• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
• Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
• Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
• Liaise with other departments and teams as required to resolve Customer issues and questions

Interested candidates please send email to kaneez.qayam@cognizant.com