Customer Success - Marketing Analyst & Consultant

As a member of the Customer Success department, the Marketing Analyst and Consultant develops and maintains client relationships through customer conversations on making business decisions based on data interpretation of our unique marketing analytic software.

The Marketing Analyst and Consultant is a pragmatic scientist that enjoys the puzzle of turning new leads into happy customers by using data as evidence, collaboration, marketing assets & automation.

Wicked Reports is the leader in actionable ecommerce attribution analytic software. Established in 2015, Wicked Reports’ SaaS application provides small and medium market businesses with attribution data to optimize ad spend and increase return on investment. Wicked Reports integrates with numerous CRM, marketing, ecommerce, and order management platforms.

To learn more about Wicked Reports, read our origin story at: https://www.wickedreports.com/our-story

Responsibilities - what you’ll do

• Consult and assist any onboarding and adopting customers with marketing decisions through report analysis, training, and mentoring via zoom calls and email correspondence.
• Assist customers with developing a marketing strategy based on the platform’s data to improve engagement, organic and pay per click lead conversions throughout the marketing funnel.
• Analyze a customer’s various behaviors on converted and unconverted leads to create a strategy for higher conversion rates.
• Monitor consumer trends and the competitive attribution landscape.
• Consult with Customer Success Managers, who project manage clients during the onboarding process through conducting setup, data analysis, and technical troubleshooting conference calls.
• Proactively engage with onboarding and adopting clients throughout their lifecycle to promote customer relationships and guarantee satisfaction with our product.
• Develop a deep understanding of our custom application features and solutions to ensure clients are leveraging the platform’s functionality to its fullest potential.
• Analyze marketing attribution data and advise clients on how to take action in their marketing campaigns through various playbook options.
• Monitor client usage and health to track adoption, opportunities for optimization, expansion, and at-risk early warning signs.
• Determine the client’s marketing goals and collaborate on strategic plans while ensuring that clients derive maximum value from their investment and fully utilize the services on an ongoing basis.
• Deploy a comprehensive engagement and communication strategy that maintains high customer satisfaction, while identifying client challenges and guiding to appropriate solutions.
• Empathize with every aspect of the customer experience, while placing the clients’ needs first.
• Resolve client issues, verify that legendary customer service is being provided, and look for long-term problem resolutions.
• Provide timely feedback to management regarding service failures or customer concerns.
• Lead by example with excellent communication and customer service skills while using analytics to measure results.
• Maintain the highest level of professionalism when scheduling and attending daily client meeting commitments.
• Ensure a timely and high-quality communication flow, including Hubspot and email communication updates, with clients and teammates.
• Help develop and update training documentation, playbooks, presentations, and content that will assist with onboarding new clients and provide continued value to all customers.
• Assist with the training and development of new internal staff.
• Work closely with our sales, product, marketing, engineering, support, customer success, and development teams to prioritize the customer experience and functionality of our application.
• Present an enthusiastic, creative, and helpful demeanor to assist with the development, strategic planning, and promotion of customer support and platform development.
• Demonstrate flexible and efficient time management with the ability to prioritize workload.
• All other duties as assigned.

Skills & Qualifications - who you are

• 2+ years of experience in a marketing consultant client-facing role, preferably in a SaaS or software company.
• Strong understanding of technology and ecommerce marketing, as well as modern digital advertising techniques (PPC, SEO).
• Acquisition and lead generation experience with the knowledge of how to optimize marketing campaigns.
• Ability to review marketing efforts and data to determine effectiveness, and then consult on the best course of action.
• Experience with ads on multiple platforms including but not limited to Facebook, Google, Microsoft, Pinterest, TikTok, and Snapchat as well as Amazon storefront.
• Ability to manage and prioritize a high volume of clients while staying focused on consistently exceeding goals.
• Experience maintaining valuable and outcome-based customer relationships.
• Able to manage multiple complex client issues simultaneously.
• Detail-oriented motivated self-starter with excellent project and time management skills.
• Possess a passion for working with and training customers.
• Exceptional written & verbal communication skills with experience communicating through email, Zoom, and Slack.
• Familiarity with marketing concepts, website design, coding, and internet marketplace.
• Prior usage of Google suite and workplace.
• Experience working with a broad range of CRM tools, including but not limited to Hubspot, or similar systems.
• Adept at building credibility and trust with customers and internal stakeholders, especially when necessary to keep poise under pressure.
• The ability to explain technical subjects to non-technical personnel.
• Experience creating help documentation in both written and video formats.
• Excellent critical thinking, problem-solving, and analytical skills.
• Embraces challenges and change, and commits to getting better every day.
• Strong interpersonal skills and experience building strong relationships.
• Proven track record of highly-professional customer service in a fast paced, dynamic environment.
• Demonstrates the ability to create excitement, energy, enthusiasm, passion, and commercial awareness around marketing and our product.
• Resourceful, results-driven, and able to pick things up quickly.
• Passionate about technology and being a part of a fast-growing SaaS company.
• On occasion, must be willing and able to work non-traditional hours to support Zoom meeting needs for our international clients.
• Bachelor’s Degree.

Perks & Benefits

• 100% remote work environment.
• Competitive salary based on experience.
• 401k to help you save for the future.
• Flexible paid time off, holidays, and sick days.
• Health insurance reimbursement.
• Eligible for equity grants after trial period.
• Opportunities for professional growth and development.