MarTech Issues Management Specialist

Brainrider is a marketing and creative agency with teams in Menlo Park/San Francisco, Los Angeles, Seattle, New York City, London, and Toronto. We work with ambitious marketers, in-house creative teams, and internal agencies to do more, by filling capability and capacity gaps and enabling them to execute their marketing and creative at scale.  

We believe collaboration is at its best when we feel at home, so we work as a team — plain and simple. Whether we’re brainstorming better marketing ideas for our clients, or pushing the gas to meet a tight deadline, it all happens with adaptability, optimism, and teamwork. 

Are you our next team member?

The role

We are seeking an analytical and detail-oriented MarTech Issue Management Specialist to join our client’s Business Marketing Technology (Biz Martech) team. As a member of the Martech Issue Management team, you will play a key role in ensuring the smooth operation of the issue management process by intaking, diagnosing, and triaging campaign and platform issues as well as conducting daily platform health monitoring.

What you'll do

• Issue Resolution: Serve as the initial point of contact for stakeholders experiencing issues with MarTech platforms. Diagnose and resolve Tier 1 issues, escalating more complex problems to higher-level support as necessary.
• Stakeholder Support: Provide exceptional support to stakeholders, ensuring their concerns are addressed promptly and effectively. Maintain a high level of customer satisfaction by delivering clear and concise communication.
• Documentation and Training: Assist in updating and maintaining comprehensive documentation and training materials to support stakeholders in using MarTech platforms effectively. Identify gaps in existing documentation and work with the team to address them.
• Monitoring and Reporting: Utilize monitoring tools to proactively identify potential issues and trends. Provide regular reports on issue resolution metrics and stakeholder feedback to inform continuous improvement efforts.

What you'll bring

• BA/BS degree in economics, statistics, computer science, or other quantitative field preferred
• Experience with marketing technology platforms and tools, such as Salesforce Marketing Cloud (SFMC), Salesforce Data Cloud (SFDC) and Knak, is preferred.
• Proficiency with various marketing automation technology
• 3+ years of experience in a Martech operations role 
• Experience operating independently, a self-starter being detail-oriented, and delivering results in a highly organized manner
• Analytical and critical thinking skills to work through complex problems
• Strong working knowledge of Google Suite and basic spreadsheet analysis (formulas, Pivot tables, etc.)
• Excellent written communication skills
• Ability to work cross-functionally and across time zones, and "roll-up the sleeves" in order to accomplish all necessary tasks
• Highly motivated self-starter with ownership mentality
• Ability to adapt and optimize workflows based on new learnings
• Familiarity with process improvement methodologies and a proactive approach to identifying and implementing solutions.

Additional Information

We offer competitive salaries, paid vacation, work from home (WFH) support and set-up assistance, and a wide variety of other great perks!

The fine print:

• Please include current resume and cover letter, as we would like to learn more about you and your experience
• Candidates selected for next steps will be contacted
• You can learn more about working with us at Brainrider Careers

Brainrider is a place where everyone can do their best work and be themselves. We work as a team, plain and simple. We respect and value the unique characteristics, skills, and experiences of everyone, and support and champion each other to be the best we can be — for ourselves, our team, and our clients. We recognize that a diverse and inclusive workplace leads to better ideas, better solutions, and better results. And we’re here for that — and for you. We #ridetogether.

Relocation and sponsorship are not provided.