About Performics:

At Performics, we bring together the best and the brightest of the digital realm to decipher data, uncover stories, and understand why consumers do what they do. The Performics world features math whizzes, storytellers, strategists, and creators, and is a place you can grow professionally, take advantage of bespoke training opportunities and cultivate your own career path.
 

As the original performance marketing agency, we convert consumer intent into revenue for the world’s most admired brands. Across a global network operating in 57 countries worldwide, we create connected and personalized digital experiences across paid, earned, and owned media. RECMA recognized Performics as one of their Top Digital Agency Networks of 2014. Headquartered in Chicago, Performics is a Publicis Media company. To learn more, visitwww.performics.com.

The Product Support Analyst, supporting the Caiman product, will have an immediate impact in both the near and long term goals of the Product Team, under direction of the Product Manager. In the near term, they will leverage their strong expertise/background in the Commerce space to maintain, enhance, and develop our existing and newer features. The Product Support Analyst will take ownership of the product support process, managing inbound inquiries and issues, communicate updates to end users, escalating to the product and engineering teams, and close the loop upon resolution.

The role will assist on projects that will directly impact the product roadmap and new feature development. The Product Support Analyst will take ownership of creating and maintaining training and product documentation for both new team members and users. Additionally, they will also collaborate between cross-functional teams, stakeholders, and users and will require adapt communication skills. The ideal candidate will feel comfortable wearing many hats and driving innovative solutions for difficult problems.

Role Objectives:

• Work closely with account leads to determine and refine account strategies that will drive account goals
• Respond to, manage and investigate customer inquiries regarding data issues in a timely fashion
• Work with QA and Developers to document and find solutions for reported defects
• Provide weekly updates on application/data issues and track those seen
• Develop technical understanding of the various data components of the application
• Provide trainings for new media members and design enablement process that increases usage and account health over time.
• Analyze data to find actionable insights that lead to great business decisions and new opportunities
• Collaborate with key stakeholders to translate business questions into verifiable hypotheses using complex, multi-source data
• Build dashboards and custom reports to track key metrics, empower other team members with data, and investigate business questions
• Execute deep-dive analyses addressing key business issues and present findings to stakeholders
• Demonstrate great judgment in quickly forming actionable, data-driven conclusions in the face of uncertainty
• Proactively make recommendations for new tests and initiatives to improve key metrics and customer outcomes
• Enable effective decision making by retrieving and aggregating data from multiple sources and compiling it into a digestible and actionable format
• Play an active role in strategic & operational planning discussions

• Bachelor’s degree with concentration in business, computer science, marketing, or advertising preferred
• Minimum 1+ years of experience in digital media management and campaign optimization, or working in an analyst role for product, media, data, or similar fields
• Knowledge/experience with Commerce Advertising, Specifically on Amazon
• Operationally minded: strong curiosity and general experience working with business process, business analysis, or project/product management within the digital marketing ecosphere
• Experience as an excellent problem solver; thrives on brainstorming and building innovative solutions that consistently challenges the status quo through critical thinking
• Exceptional organizational and communication skills, both in person and written
• Ability to elicit requirements from others in a constructive manner and collaborate cross-functionally
• Comfortable working on multiple projects at one time and in an environment where priorities may shift due to industry, business, product or user needs
• Experience using workflow or ticket management tools such as Jira or similar
• Project management of offshore team members
• Positive and strong team player with a good work ethic; able to thrive in ambiguity.
• Working understanding of an agile framework is optimal

All your information will be kept confidential according to EEO guidelines.