Google Analytics Product Specialist

Job Description

Location: Remote – Canada or USA

Position: Full time

 

Napkyn Analytics is a digital analytics consultancy that works with some of the top brands on the web to collect, integrate and analyze data to support executives making critical business decisions. We are the secret weapon that enables the data-driven executive and enterprise. The work we do for our customers translates into decisions that result in more intended business outcomes and value.

As a 12-year-old company we have grown – three consecutive years on the Profit 500  – through retention and referrals from delivering consistently great work, and a deep strategic partnership as a global Premier Google Marketing Platform Solution Partner. Data Stack Licensing, a subsidiary of Napkyn,  is a channel only, partner first licensing organization. The product support team works directly with clients on front-end, product support, and liaises with the Google engineering and support teams to escalate, and solve, back-end issues.

The Role

The Customer & Partner Success team is looking for someone to take ownership of help desk support and product education, With  50+ of partners and clients this is already an integral and growing part of our business.  The right candidate will have a strong interest in digital analytics and the Google Marketing Platform.  They will be able to effectively troubleshoot technical and user issues in GA360, GTM and Optimize, provide timely resolutions and coordinate escalation.  and use their judgement to escalate issues appropriately.  This person will also stay up to date with new feature releases, industry trends and be able to share those learnings in dynamic and engaging presentations.  The ideal candidate will possess excellent communication skills and be comfortable delivering product demos or answering technical questions on the fly.  

Responsibilities

  • Accountable for all helpdesk communications 
  • Provide Tier 1 support 
  • Troubleshoot technical and user issues
  • Maintain accurate reporting on helpdesk tickets
  • Drive education and awareness of key Google products and new features
  • Stay up to date on Google releases and industry trends
  • Coordinate escalation of Tier 2 issues to Google
  • Collaborate with the wider team and Google to develop and deliver product enablement training
  • Support new customers activating and configuring Google Analytics and other GMP products 
  • Build and maintain positive working relationships with our clients and partners
  • Perform other duties as assigned

Preferred Skills

  • Multi-tasking and time management alongside strong organizational and prioritization skills
  • Possess an outgoing nature, with strong communication skills, oral and written
  • Comfort in dealing directly with executive stakeholders, internal and external
  • Ability to clearly summarize technical requirements and communicate them effectively
  • Team player, with strong interpersonal skills
  • Delight our clients by anticipating their needs
  • Comfortable questioning existing process and making recommendations
  • Capable of self-guided learning and research

Desired Qualifications

  • Strong technical skills, specifically in Google Marketing Platform tools – GA360, Google Tag Manager and Google Optimize, along with the ability to learn new applications
  • Comfortable presenting in front of clients, partners and prospects
  • Knowledge of digital analytics, marketing, implementation