Subject Matter Expert, Client Services

Location

Pune | India

Job description

• We are looking for a Subject Matter Expertise, Client Services who will assist and support the daily running of sales programs and procedures, monitor daily workflow, and monitor team schedules

• This includes providing high-level data solutions support, initial and ongoing training of new staff members on essential and supportive job functions and sworking on special projects to expand professional knowledge
• Additionally, this person will work closely with Sales Support management to ensure best practices are followed and sales programs are executed to meet client expectations

Roles & Responsibilities:

1. Learn and become a subject matter expert, Data Axle data asset, and internal systems including but not limited to proprietary fulfilment, order processing, and accounting systems such as OESS, IDMS, Fast counts, and the DATA Axle API.
2. Manage and provide team members training, cross-training, support, and oversight to ensure team success in delivering accurate on-time data files and customer service to clients.
3. Responsible for scheduling and allocating resources in a manner that meets the needs of U.S.-based clients.
4. Act as a point of contact in the escalation process as issues arise and exercise quick decision-making, providing recommendations to move forward including setting expectations and speaking to decisions.
5. Staying well versed in marketing industry trends, policies, practices, and procedures including CANSPAM, CCPA, and GDPA.
6. Track and report on compilation and fulfilment issues and database specifications.
7. Schedule and submit orders for fulfilment and track the progress of orders.
8. Fulfil all customer orders, full files, samples, and one-time orders.
9. Address and resolve customer fulfilment issues. Escalate as necessary.
10. Create and maintain, templates, layouts & data dictionaries.
11. Answer questions and run counts for database requests from customers or sales teams.
12. Troubleshoot issues that arise.
13. Request and review that all required documentation, paperwork, and approvals are received, including credit applications, billing documentation, and test and pricing approvals.
14. Review and approve sample mail pieces and/or telemarketing scripts for all sensitive data orders.
15. Coordinate approvals for FTC consumer orders with phone numbers, obtaining either a waiver or Subscription Account Number (SAN).
16. Continually research and implement best practices for administrative protocols.
17. Follow Company policies and procedures and maintain a safe work environment.
18. Provide backup to other department associates.

Qualifications

Qualifications:

1. 8 -- 10 years of total experience in a Customer Service or Sales Support organization is required.
2. 5+ years of experience leading a team of up to 15 people is required.
3. Data and marketing services industry experience is strongly preferred.
4. A masters degree in business administration, Marketing, or a related field is required.
5. Logic-based and database knowledge.
6. Previous experience managing order entry processes and systems that support an Oracle-based financial system.
7. Ability to communicate with individuals at all levels in the Company and with various business contacts outside of the Company in an articulate, professional manner.
8. Must be detail-oriented and able to plan, prioritize, and organize multiple tasks.
9. Ability to quickly assess situations and provide immediate and appropriate feedback.
10. Strong working knowledge of PC software applications; specifically, Outlook, MS Word, MS Excel, and Access.
11. Detail-oriented with the ability to plan, prioritize and organize multiple tasks.
12. Adapt to new and changing technologies.
13. Ability to work without supervision on highly complex projects.
14. Excellent time management skills.
15. Ability to overlap shift timing with CST approx. 3 hours after the training period.

Job tags

Salary