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Senior Associate

4 months ago

PimpriChinchwad, India Nordot Full time

About Nordot


Nordot is a technology company building a unique content delivery platform for publishers to syndicate, source, and monetize content in multiple ways. Launched in 2015, Nordot is backed by Kyodo and Z Holdings (a SoftBank subsidiary) with offices in New York and Tokyo. Nordot works with 2000+ publishers across the globe to help them grow and monetize. Nordot members are spread across New York, Tokyo, India, and Malaysia.


We are looking to hire a highly energetic and motivated Senior Associate for our Publisher Operations team to manage publisher relations at Nordot, based out of Pune, India. The candidate will take ownership of customer relationships right from onboarding to daily ongoing communication and troubleshooting. This role requires excellent communication skills and the ability to communicate technical information to clients in simpler terms to satisfy their needs.


This role is an exciting opportunity for anyone with 2+ years of customer success or account management experience, looking for the next step up by acting in an independent capacity and taking ownership of the end-to-end health tracking and growing of client relationships. Any hire for this position would be expected to cover US and European Markets and hence is expected to have an overlap in working hours for those markets.


Job Description


• Manage publisher account setup and maintain publisher accounts on Nordot and other partner systems

• Ensure on-time execution of technical integrations such as RSS feed ingestions and deliver service excellence during implementation.

• Deliver excellent customer service and support within defined SLAs to publishers via support channels (e.g., Notion, Zendesk), including troubleshooting and resolving issues reported by publishers.

• Proactive in optimizing the publisher accounts and providing timely feedback to the customers to increase their performance.

• Keeping multiple support systems updated (e.g., Notion, JIRA, Zendesk etc.)

• Actively respond to escalations for Publisher and Demand clients relating to integration issues, discrepancies, Brand Safety and content removal

• Generate and interpret reporting that will yield competitive insights for our clients and setup periodic review meetings with clients

• Responsive Support: Act on publisher inquiries swiftly and efficiently, demonstrating our commitment to their success and satisfaction.

• Build strong customer relationships to create advocates of Nordot while identifying performance-enhancing opportunities for publishers.


Job Requirements


• The ideal candidate should have ~2 years of publisher-side customer success or account management experience and adequate knowledge in RSS feed creation, content mapping, and generating reports.

• Prior experience working with medium to large-scale publishers.

• Technical expertise/experience in working on and diagnosing HTML, RSS, and XML feeds.

• Outstanding troubleshooting, analytical, and problem-solving abilities, along with an ability to collaborate cross-functionally.

• Operationally minded and able to balance onboarding new customers, supporting existing customers, and optimizing performance. 

• Exceptional attention to detail; ability to follow processes and complete tasks with a high degree of accuracy.

• Ability to work individually and collaboratively to drive the business forward;

• Comfortable taking ownership of projects and showcasing key accomplishments;

• Strives for continued learning opportunities to build upon craft;

• Strong written and verbal communication skills; ability to adapt your communication style to your audience.

• Proficiency in Excel, Google Sheets, SQL, and other Database tools is a plus.

• Experience using complex datasets to track performance trends, identify anomalies and their root causes; and provide comprehensive reporting.

• Experience with web applications, web forms, and web servers ideally with HTML, CSS, and JavaScript is a plus.

• Experience in advertising, ad tech, or digital media preferred

• Knowledge of using ticketing systems for workflow.

• Must be available to work EST hours

B.E./B.Tech degree/equivalent


Perks

  • Competitive salary and benefits package
  • Additional Incentives based on performance