Sr. Specialist, Client Delivery - Incent

The Sr. Specialist provides support to local channel partners and their advertising partners through thought leadership, a strong understanding of the client’s strategic priorities and key business objectives, a thorough understanding of each program’s guidelines, basic knowledge of traditional and digital media, and expertise in both program administration and customer service.

This role is critical to our global client and customer success and each individual must be focused on serving as a brand ambassador, collaborating with internal and external team members, controlling quality, identification of potential risk and issues, being the voice of the customer, and providing excellent customer service.

Duties/Responsibilities: 

• Work with a wide range of clients and customers (primarily via phone, chat, and email) to understand their marketing needs and resolve escalations independently 

• Maintain accurate profile and communication records with proactive reporting tied to support and actions provided 

• Coach customers and advertising partners in creating and submitting brand-enhancing content and program-abiding documentation 

• Review marketing materials submitted by customers against an established set of guidelines and brand standards to determine eligible cost for reimbursement 

• Work with customers to increase participation, engagement rates, and content performance on all applicable platforms 

• Lead partnerships by serving as a liaison with internal teams  

• Collaborate with team 

• Participate in idea-sharing and brainstorming sessions   

• Provide ongoing feedback, both internally as well as proactively communicating status and recommendations to customers 

• Troubleshoot issues with website functionality and work with IT to resolve 

• Perform monthly release testing and enhancement quality assurance 

• Perform quality control checks on own work (self-QC) and take accountability for individual quality and productivity 

• Perform quality control checks at the pre-payment level to ensure accuracy and compliance with program guidelines 

• Support in mentoring and training peers to increase program and platform knowledge and to improve quality 

• Able to flex up or down in job responsibilities when needed 

Qualifications: 

• Bachelor’s degree in a business, communication, journalism, marketing, or related field 

• 1+ years of agency or related experience 

• Some remote-work experience preferred and demonstrated ability to work independently  

• Proven technical competence including experience with Microsoft Word, Excel, Outlook, and social publishing platforms  

• Multimedia digital knowledge preferred 

• Experience working with collaborative teams in a fast-paced environment 

• Understanding of industry trends and a passion for technological innovation & client service 

• Exceptional client and customer service skills 

• Strong attention to detail and excellent time management 

• Strong verbal and written communication skills 

• A natural curiosity and eager desire to learn