Consumer Advertising and Success Specialist

Job Description
is hiring a Consumer Advertising and Success Specialist, to contribute to our team in our La Vergne, TN office. Working within an entrepreneurial team at Ingram, the Consumer Advertising and Success Specialist will create and execute the customer experience strategy for Ingram's advertising SaaS tool (Ingram iD) by addressing product inquiries, supporting the day-to-day operations of the product(s), developing product education, and soliciting and managing customer feedback. In this role, you will lead advertising support for customers and execute advertising adjustments within third-party advertising platforms. Additionally, you will compile and analyze reporting, providing recommendations for improvement of standards and procedures. As well as, provide cross-functional project management to support the needs of the Consumer Marketing business and other stakeholders
Ingram Content Group (“Ingram”) connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries, and educators, Ingram makes these services seamless and accessible through technology, innovation, and creativity. With an expansive global network of offices and facilities, Ingram’s services include digital and physical book distribution, print-on-demand, and digital learning.
Required Qualifications:
Bachelor’s degree or year-for-year related experience
3 years product or digital marketing/advertising experience
Preferred Skills:
Familiarity with Meta Ads and/or Google Ads
Experience working with a SaaS tool
Experience working in a ticketing system such as Zendesk or Jira
Experience with Salesforce CRM
Experience working with developers
Key Responsibilities:
Monitors the performance of Ingram iD, ensuring products are meeting service expectations / KPIs and immediately addressing advertising issues or escalating technical issues to ensure their prompt resolution.
Uses Facebook Ads, Google Ads and other relevant advertising platforms to monitor advertising activity, adjusting or optimizing ads in the platform as needed to ensure the company’s and customer’s goals are being met.
Monitors platform activity daily and takes the appropriate action to remediate any issues, including communicating with manager, the sales team or directly with customers as needed.
Leads the strategy and execution for user product support across the platform’s knowledge base, pop-up software, email journeys and other communication methods. Writes and organizes content for knowledge base and customer-facing education. 
Authors and develops training curriculum for internal and external customers. Participates in question-and-answer sessions as needed.
Assists in marketing efforts by writing thought leadership pieces as directed by Marketing team, Manager, or other leadership. Coordinates with Marketing team on customer communications.
Solicits feedback to identify opportunities to improve the product and customer experience.
Gathers requirements and writes specifications for digital product features as assigned by Manager, Consumer Products. Applies critical thinking and thoughtful questioning to understand the underlying requirement behind a feature request.
Creates or configures reports or records in Salesforce Sales Cloud to document, monitor or report on platform activity.
Contributes to the strategy and product roadmap for Ingram iD, using feedback from customers and Sales team with input and direction from Manager, Consumer Products
Acts as an expert in digital advertising, advising customers and internal resources on best practices to advertise in Ingram iD.
Helps to identify the correct data source within Ingram systems.
Prepares product documentation as needed for customers and internal stakeholders.
Documents and communicates performance of the product and services using both quantitative and qualitative assessment.
Leads product QA testing as needed to ensure that business requirements are met.
Provides regular reporting to internal stakeholders on key performance indicators as assigned by Manager, Consumer Products.