Marketing Operations Specialist

hace 2 semanas

Ciudad de México Zendesk A tiempo completo

Who we're looking for

This role will report to the Marketing Operations Senior Manager and is based in Mexico City, Mexico.

What you'll be doing
- Partner closely with our Marketing Operations counterparts across the world to ensure regional campaigns are executed smoothly and operational roadblocks are addressed promptly and efficiently.
- Act as the first line of defense for data integrity requests and issues in our CRM or Marketing Automation platform, which may entail performing root cause analysis, data imports, and devising a fix or workaround for the root issue.
- Leverage SFDC reports and dashboards to monitor data integrity and proactively rectify the impact and fix the source of bad data.
- Assume admin duties for our ticketing system and make continuous improvements to our support protocols. This may include building automation, workflows, or self-help documentation to more efficiently resolve issues or answer stakeholders' questions.
- Own ticket assignment logic and automation to ensure no ticket is left unanswered and the right team members are looped in.
- Enable tracking mechanisms and build dashboards to measure ticket response performance, assignment accuracy, and main types of requests or pain points.

What you bring to the role

Basic Qualifications:

- Bachelor's degree or higher.
- Business level proficiency in English and strong and effective communication skills.
- Minimum 2 years experience in a business environment.
- Hands-on experience in importing data to CRM or similar systems. You should be familiar with Data Loader-type tools, data mapping, unique keys/IDs, and data field types.
- Advanced proficiency using spreadsheets (Excel, Google Sheets) to manipulate large data sets. Familiarity with basic formulas such as vlookup, index match, and IF statements. You should be able to sort, filter, re-order, and de-duplicate rows and columns while maintaining the integrity of the data set.
- Keen eye for detail. You are meticulous and your work is characterized by careful attention to detail and precision. You are careful about minimizing errors in data and constantly strive for high-quality work.
- Proven ability to work independently and take project ownership; an ability to see what needs to be done and step up without having to be micromanaged.

Preferred Qualifications:

- Experience in a Marketing Operations, Sales Operations, Analytics, or Data Management role.
- Hands-on experience with Salesforce or other CRMs, specifically building reports or updating CRM data in bulk.
- Basic understanding of different CRM objects and their purpose, such as Leads, Contacts, Accounts, Campaigns and Members.
- Experience with Marketing Automation platforms such as Eloqua, Marketo, HubSpot, or Pardot.
- Familiarity with customer support tools, ticketing systems, or help centers.

**Where We Work**:
**In-Office**:
This role will be onsite at our Mexico City Office.

LI-WO1

**The intelligent heart of customer experience**
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

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