Position  purpose

The Publisher Success Management team is responsible for maximizing publisher activation and satisfaction within the network. As a Client Onboarding Specialist, you will provide support on both administrative and operational duties within the team. Your time will mostly be spent liaising with publishers on a daily basis, as the first-line support in publisher inquiries. You will also assist publishers during their onboarding phase and help activate dormant publishers. Because of this, you have a lot of direct contact with publishers and you will know how to engage with them throughout their lifecycle. In addition, you will also take on ad-hoc tasks on a daily basis. These are just some of your daily activities.

Other locations outside of Baltimore open for consideration.

Key tasks

Publisher Onboarding

  • Assist in onboarding publishers onto the Awin network. This includes delivering training and support materials, ensuring the completeness of account details
  • Identify dormant publishers and assist in activating them

Technical & Functional Support

  • Be the first-line support in publisher inquiries using ticketing system where you will:
    answer low-level queries, assign and/or escalate issues to the appropriate teams (either within Success Team or other departments)
  • Proactively communicate any ad-hoc issues or updates to publishers
  • Maintain and keep track of ticket’s details including case reasons, resolution time, and next steps in Salesforce
  • Provide support to senior team members in the management of larger affiliates or administrational tasks when necessary
  • Deliver reports and training materials and insights when requested

Skills & Experience 

  • Minimum Bachelor's degree (BSc, BA) or equivalent, preferably in Economics, Finance, Business or 1+ years of related experience required.
  • Previous experience in online marketing field (as working student or internship) is advantageous but not mandatory
  • You possess strong analytical and problem-solving skills
  • You have strong computer literacy and high proficiency in using Microsoft Office programs. Knowledge in any CRM tools (e.g. Salesforce) is a plus
  • You possess strong and professional communication skill (both verbal and written) and an ability to exchange information with others clearly and concisely
  • You are a fast learner and are able to adapt to a fast-paced and dynamic environment

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