Associate Account Manager at 14 West and The Agora Companies (Baltimore, MD)

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.

14 West, part of The Agora Companies, is looking for an Associate Account Manager to join its team.

As an MI Associate Account Manager, 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 other companies part of The Agora (our 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 an MI Account Manager/Strategist to help  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 that reports to the MI Account Manager/Strategist.

Responsibilities

So what would you be doing?

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• Account Management and Analytic Support
  
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  • Work collaboratively with Business Analysts and MI Account Manager/Strategist on advanced/complex analyses to gather requirements from users, ensuring the business need and goals for information requested is clear.
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  • Work with MI Account Manager/Strategist to present proposals, mock-ups, and findings for ad hoc analyses and data modeling projects that require advanced understanding of affiliate businesses and MI data.
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  • Work directly with Business Analysts to gather requirements and present proposals, mock-ups, and findings directly to the other Agora Companies for ad hoc analyses that require a basic understanding of our business structure and MI data and are less complex in nature.
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  • Understand key individuals' roles within the companies and gain an understanding of their respective businesses, including their successes, struggles, and goals.
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  • Understand marketing set-ups and how to construct effective testing, and collaborate with MI Account Manager/Strategist on how that information will look in reporting.
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  • Provide agendas and recaps for regularly scheduled companies' meetings.
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  • Manage monthly ticket billing reporting process.
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• User Support
  
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  • Take responsibility for ticketing queue for any clients' requests to ensure proper service level standards are met.
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  • Independently address all basic reporting questions specifically addressing where data for each report is sourced from and how each metric is defined.
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  • Understand why some reports display counts and metrics differently and be able to explain the discrepancies to our end-users.
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  • Ensure requests are fulfilled correctly and in an efficient and timely manner.
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  • Create and/or update user documentation for existing reports.
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  • Assist the MI Account Manager/Strategist in pulling data, screenshots and information for business reviews and meetings.
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  • Identify common requests and initiate enhancements and solutions that will improve the overall accuracy and usability of reporting.
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• Report Training
  
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  • 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 companies part of The Agora to making data-driven and informed business/marketing decisions.
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  • Work side by side with entry to mid-level and new report users on how to read and apply the information in reporting. 
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  • Create videos, training guides and other materials that address topics like “Commonly Asked Questions”, “Tips for Using Qlikview”, etc.
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• User Communication
  
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  • Be able to quickly draft accurate and concise company-wide announcements addressing reporting problems and delays for the MI Account Manager/Strategist to review and edit.
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  • Gather supporting content for monthly MI Release Notes that highlight the previous month’s development efforts and any improvements or enhancements to existing reports.
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  • Maintain active and open lines of communication with the other Agora Companies for: open ticket requests, projects, new features/MI updates, and other Agora updates that may impact companies' businesses and/or reporting needs.
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• Quality Assurance
  
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  • Ensure that requests are answered quickly, efficiently, and correctly and that the MI team is adding value where appropriate.
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  • Validate monthly reports that are automatically generated and sent to the marketers and publishers and field any questions from the recipients.
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  • Initiate monthly assessment of all support team members and provide feedback on ways to improve MI service levels.
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  • Provide regular reporting on: Reporting Usage Statistics, ticket performance metrics, to the MI Account Manager/Strategist and suggest users that may need additional training or support.
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  • Pull, validate and provide monthly billing reports to the VP of Marketing Intelligence, Accounting, and Tier 1 Support.
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Qualifications

The Essential Requirements

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

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• Experience as a hands-on direct marketer, BI reporting/business analyst or comparable role
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• Hands-on understanding of direct marketing analysis, campaign management, program optimization, customer segmentation and targeting and retention/attrition analysis
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• Ability to apply information strategically, spot larger trends and risks and also break it down for marketers needing to make tactical decisions
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• Basic HTML skills or experience using Dreamweaver
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• 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)
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• Previous work experience in consumer services/products and or subscription-based businesses
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• Experience working in a consultative user/client facing role
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• Exposure to data related to Google Analytics, ad networks and other industry related API feeds of data
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• 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.)
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If interested, please submit a resume and cover letter to the link provided.

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