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 platform s

Lead partnership s 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 pro actively 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 m entor ing and train ing peers to increase program and plat form knowledge and to improve quality

Able to flex up or down in job responsib ilities 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 inn ovation & 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 le arn