Advertiser Success Team (AST) assists with onboarding new advertisers and works on optimizing accounts of existing advertisers on Self-Service Performance Advertising (SSPA) or SA (Search Advertising). While onboarding new advertisers, we focus on providing a 1:1 personalized assistance in educating them, setting them up for success. On optimization, we perform account level optimizations, which include editing keywords, ASINs, bids, budgets and new campaign creation aligned to Advertiser goals. We are building a new team of energetic and highly motivated Account Specialists to help Marketplace Sellers that are part of a strategic, paid account management program (“Strategic Account Services” or SAS) succeed on Advertising as a key lever to grow their business. You will work with a wide range of businesses to eliminate blockers to an advertiser’s success while driving Seller experience and better business results.
We are looking for a hands-on, creative, detail-oriented, analytical, highly-motivated and customer obsessed Sr. Specialist who will help new and existing Advertisers from the Strategic Account Services (SAS) program understand the scope of Amazon Advertising programs to grow their business. As they are part of a paid program, SAS Sellers have high service expectations to grow their business with the help of Advertising as a key lever. You will be a key partner in providing this top notch service. Working with Sellers who are new to Advertising, you will be responsible to help equip them to identify the advertising business opportunities, review their product listings, create advertising campaigns, and help them adopt high value actions on their account to influence their success in advertising. For Sellers who are already advertisers, you will assist them to optimize their accounts tailor to their business goals; ensuring seamless execution of smart, effective campaigns, deliver to advertiser’s needs and assist in driving new and repeat opportunities for the business.
To be successful in this role, you should have an experience of interacting with global clients (phone/email), be an effective communicator, quick to learn new tools and systems and flexible in the face of changes. You will play a key role on the account team, growing the business by being the customer expert, developing audience and optimization recommendations. Our environment is fast-paced and requires someone who is comfortable working in a deadline-driven environment. You will carry business goals and will be measured on key metrics aligned to the sales and account management teams’ goals with a strong focus on Seller Experience. You should have great attention to detail, solid deep dive ability and researching skills, strong judgment skills, ability to multi task (in terms of assisting multiple Advertisers with different issues at any one time) and more importantly, be customer obsessed. Technically sound in online Advertising, one should possess excellent verbal and written communication skills and should be able to explain issues and paths to resolution to Advertisers quickly and efficiently. You possess strong analytical ability, and will develop deep expertise in Amazon’s products and proprietary metrics to build winning campaigns and optimizing performance to derive insights and meet our advertisers’ needs. You also thrive in ambiguous situations, with exemplary stakeholder management and communication skills, helping you work across global locations.
Key job responsibilities
* Taking complete ownership for a portfolio of accounts - with goals on Seller Satisfaction (SX)
* Engaging with Advertisers/in-country Marketplace Consultants (SAS team) to understand Sellers’s advertising goals and expectations from the program; and conducting joint meetings with these and the Seller teams to define goals and holistic marketplace/advertising strategies
* Leading kickoff calls with advertisers and drives discussion using a preset agenda, as and when necessary. Flawlessly executing end-to-end ad-optimization, liaising with key internal and external stakeholders
* Providing onboarding and optimization support through 1:1 education and online trainings, along with setting up and optimizing campaigns for new and existing Advertisers
* Understanding Performance Advertising and use various tools and techniques to fix campaign set-up with a focus on improving and managing campaign performance and provide related campaign optimization support
* Providing input to improvise existing standard work instructions (SOPs) and ensures no deviations from the standard operating procedures
* Calling advertisers is a part of the job, however does not happen on a daily basis. Get on regular calls (scheduled/unscheduled) with advertisers to discuss the strategy to be followed for their accounts.
* Being open for communication via Chime, phone, mail or other means with internal and external stakeholders as customers in Advertiser local language
* Responding promptly and accurately to advertiser queries and help them resolve issues with regards to their campaigns
* Troubleshooting any technical or implementation issues, collaborating with internal teams to develop quick and sound solutions, providing feedback to the marketing and product development teams to improve advertiser experience
* Identifying opportunities to improve designed Amazon product based on customer feedback, data analysis, and feature gaps with competitive products
* Analyzing account performance against key metrics to identify, recommend and implement optimization solutions to increase efficiency and meet clients’ KPIs
* Analyzing data trends and creating keywords lists, bids and budget suggestions; gathering and analyzing data at account/campaign/industry level
* Monitoring and communicating campaign progress through regular, in-depth activity reports and insights, using this knowledge as a basis for future campaigns
* Working with Marketplace Consultants (SAS team), Sales & Marketing and Product teams to identify and solve issues blocking advertiser performance
* Preparing documents around best practices, SOPs and framework for innovations
* Mentoring new joiners and bring them up to speed with regards to program and process
- 5+ years of digital advertising and client facing roles experience
- Experience analyzing data and best practices to assess performance drivers
- Experience with annual brand and media planning
- Experience in e-commerce or online advertising
- Experience in omni-channel marketing, search engine marketing or search engine optimization
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