Solutions Client Services Analyst

Bright Edge   •  

Foster City, CA

5 - 7 years

Posted 175 days ago

This job is no longer available.

As the industry pioneer behind Content Performance Marketing, BrightEdge has thoroughly redefined the concept of search engine optimization (SEO) by developing an award-winning platform that precisely measures and optimizes marketing content across online channels. Our cloud-based platform is powered by big data analysis that allows our customers to plan, optimize, and measure campaigns based on real-time content performance. BrightEdge has emerged as the leading international provider of cloud-based SEO Enterprise solutions due to its dynamic and results oriented entrepreneurial culture. The BrightEdge Client Services Team is committed to providing the highest level of support to our customers. As a Solutions Client Service Analyst at BrightEdge, you will quickly gain demonstrableexperience on our enterpriseSEO platform to help clients leverage ourtechnology and drive business impact. You areexperienced indigitalmarketing and web analytics includingSEO and SEM. You will use your existing knowledge and best-practices to provide senior levelsupport to thedigital marketers of Fortune 500 companies. You will serve as a Subject Matter Expert tootherSupportand BrightEdge personnel.

Core Responsibilities

    • Proven ability to identify and differentiate product and service issues from functionality and marketing goals, to quickly identify the core issue, and define the path to resolution in as timely a manner possible;
    • Identify and resolve high-profile and/or more technical customer issues with a focus on a quality, satisfactory customer experience;
    • Escalation handling, where your expertise in web analytics integrations and associated project management are a must;
    • Provide product expertise to clients to improve their usage of the BrightEdge solution;
    • Serve as a technical resource to BrightEdge Services, Sales, and Product Management groups;
    • Answers based on data driven results;
    • Project Management and involvement including, but not limited to developing new internal processes, building client presentations, developing knowledge content, and involvement in the release cycle;
    • Collaborate with Client Services Managers to assist with high-profile issue resolution, presenting BrightEdge Support in the best light possible;
    • Gather insights from customer interactions and communicate to various teams inside BrightEdge;
    • Represent Customer Support at BrightEdge cross-functional meetings;
    • Draft both internal and public-facing Support content;
    • Act as a Subject Matter Expert for all BrightEdge product(s);
    • Identify and champion ways to improve the customer support process.

What it Takes to be Successful

    • Intermediate to advanced understanding of Google Analytics, Google Search Console, and AdWords
    • Proven experience with Adobe Analytics
    • SQL skills
    • Selenium skills
    • Python
    • MSOffice – Excel expertise to massage and present SQL queries
    • Zendesk and Salesforce ticketing and reporting experience
    • Bachelor's degreerequired, ideally in an analytically focused discipline with demonstrated academic excellence
    • 5+ years of experience in a digitalmarketing and web analytics role, including SEO, SEM or Customer Support role
    • 2 years directly interacting with customers in a B2B environment
    • Excellent collaboration and communication skills
    • Excellent written English grammar and composition skills
    • Ability to multi-task, and prioritize
    • Master of time management
    • Presentation skills at group level
    • Desire to work in fast-paced, results-oriented, hands-on environment

Benefits & Perks

    • Competitive Salary with Stock Options
    • Medical / Dental / Vision Insurance / 401K / PTO
    • Internal Promotions and Career Growth Opportunities
    • Team Networking, Social Events, Friday Company Lunches
    • Free Snacks and Beverages Everyday
    • Frequent Rewards and Team Competitions