Associate, Operations Support

4 weeks ago

Gurugram Haryana, India Webhelp Full time

**Customer Service/Support**

**Location**
- Gurugram, India***

Job Title:
Associate, Operations Support

**Job Description**:
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

**Role and Key Responsibilities**:

- Monthly Connect with accounts (20 accounts each AM) transitioned to Self Service with a goal to move 5 accounts back to managed. Send weekly customized reports wherever necessary and act as a trusted advisor and point of contact for their advertising needs.
- Analyze accounts with steep rise or fall in spend, sudden change in KPI’s like Conversion, CTR, CPA etc. to identify the reason and connect with them to grow or retain spending.
- Offer strategic advice and recommendations to help advertisers optimize their campaigns, select targeting options and improve their ad creatives.
- Address advertisers' questions, concerns, and troubleshooting requests promptly and effectively.
- Churned account management from slack/troop alerts to engage with account owner ASAP.
- Identify trends, opportunities, and areas for improvement and provide actionable insights to advertisers based on region/country, IAB categories, marketing objectives etc.
- Focus on adoption of features, products and create adoption plan based on the need of the advertiser like marketing objective, performance etc.
- Recommend essential product changes in Ads to support success of Self-Serve Customers
- Recommend countries in the allocated region or new payment methods in existing markets to increase customer base and overall spend
- Check under pacing campaigns and recommend actions based on the need and KPI’s.
- Stay updated with changes and updates to Ads, including new features, policies, and best practices and inform advertisers about these updates and help them adapt their strategies accordingly.
- Create strategies to upsell or cross sell to advertisers at a scale.
- Run quarterly Advertiser pulse survey.

**Key Skills and knowledge**:

- Experience working as an associate account manager with total account management experience of 2+ years.
- Strong analytical skills to interpret campaign performance data, identify trends, and make data-driven recommendations for optimization.
- Experience managing digital advertising campaign in a customer facing environment such as customer service, client management, or account management. Ability to effectively communicate with clients and provide exceptional support.
- Excellent verbal and written communication skills to interact with clients, provide guidance, and present insights effectively
- Comfort with using digital tools, dashboards, and analytics platforms to manage & monitor campaigns.
- Experience in generating performance reports and translating data into actionable insights or clients
- Detail-oriented, able to multi-task and work on several projects
- Excellent time management and prioritization skills

**Educational qualification**: Graduate

**Disclaimer**:

**Location**:
IND Gurgaon -Bld 14 IT SEZ Unit 1, 5, 6, 17 Fl

Language Requirements:
Time Type:
Full time
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