Product Support Associate (AdTech/MarTech/DMP/DSP experience required) at Merkle (Charlotte, NC)

| Charlotte, NC
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Company Description:

Our Story

Merkle is a leading technology-enabled, data-driven customer experience management (CXM) company across several key verticals. For 30+ years, Fortune 1,000 companies and leading nonprofit organizations have partnered with us to build and optimize strategic customer portfolio value. Our history positions us as a global leader in 1st-party, identify-driven marketing. With 12,000+ dedicated employees across 50+ global offices, Merkle's growth rate continues to outpace the market, with 2021 global net revenue of over two billion.

Merkle is an agency of dentsu International. Dentsu's mission is to help clients navigate, progress, and thrive in a world of change. Businesses rely on dentsu's integrated network of agencies and specialized practices to champion meaningful progress through creative, media, commerce, data and technology. dentsu international comprises 66,000 diverse people in 143 countries.

Why Join Us?

Merkle is the leader in data-driven performance marketing. We help brands achieve tremendous competitive advantage. We thrive because we employ the best in the business. Merkle's energy lives in everything we do, and it shows in the way we deliver to our clients. Click here to learn more about our culture. Additionally, we're recognized as top global partners by some of the world's leading technology firms including Google, AWS, Salesforce, Adobe and more.

Role Purpose:

Job Description:

We're looking for a Product Support Associate to provide technical support and troubleshooting for the Merkury platform, Merkle's people-based identity and audience activation platform. The incumbent will work closely with a cross-functional operations team, product managers, business leaders, and end-users to facilitate onboarding, product support and troubleshooting, and day-to-day operational tasks ensuring maximum user satisfaction and success.

  • Provide best-in-class service and product support to end-users, partners, and internal teams
  • Onboard new platform users and provide ongoing product training as needed
  • Coordinate da
  • y-to-day operational processes including audience syndication, campaign tracking, troubleshooting, reporting, audits, and billing
  • Work with partners to facilitate and execute timely audience delivery
  • Serve as subject matter expert by gaining a deep understanding of the Merkury platform
  • Help create and maintain product documentation, how-to guides, frequently asked questions, best practices, and checklists
  • Advocate on behalf of end-users for product enhancements and feature requests

  • You are positive, calm, and, effective in answering client questions and concerns.
  • Bachelor's degree in marketing, advertising, communications, or related field is required
  • 1-3 years in an account management, customer support, or customer success role at a technology-driven media or marketing company
  • Experience with media-buying, ad serving, or marketing platforms and technologies such as DSPs, DMPs, CRMs, ad servers, display/mobile/video ad networks, marketing automation, etc.
  • Familiarity with Zendesk, Salesforce, JIRA, and/or Postman a plus
  • Excellent written and verbal communication skills
  • Exhibits patience, empathy, and solutions-oriented thinking
  • Detail-oriented and a successful multi-tasker with exceptional organizational skills
  • Passionate and curious about advertising/marketing technology and agile product development
  • Proficient and comfortable working in Excel and PowerPoint
  • Comfortable working in a fast-paced, ever-changing environment

Additional Information:

About Merkury

Merkury is the only enterprise identity platform that brings together the accuracy and sustainability of client first-party data, quality PII-based, third-party data, and the most cookie-less media and technology platform connections in market. It's also the only platform that lets organizations grow their own transparent private identity graph.

Merkury enables an enterprise to understand and target individuals at a person level without the use of third-party cookies. Clients can ensure that each customer record, transaction, website engagement, cross-channel marketing, and media campaign can be attributed back to a unique person. With platform components and partner integrations that power a wide variety of use-cases, Merkury helps deliver the total customer experience and business value needed to future-proof enterprise technology and data efforts. For more information visit:

Additional Information

The anticipated salary range for this position is $39,000 - $60,000. Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geography. A range of medical, dental, vision, 401(k) matching, paid time off, and/or other benefits also are available. For more information regarding dentsu benefits, please visit

At Merkle, we have created a great place to work by sticking to our core belief that a great company is built around great people and great results.

dentsu "eight ways" shape and guide the way we do things here, so that, together, we can achieve the 'never before' for our clients, for society and for each other.

We dream loud.

We inspire change.

We team without limits.

We all lead.

We make it real.

We climb high.

We choose excitement.

We are a force for good.

We are dentsu.

Diversity is embedded in who we are and all that we do: our mindset, our solutions, and our teams to empower an inclusive, equitable environment. We put our people at the center, creating space for growth, understanding and learning so they can thrive. Our differences make us richer and enable stronger relationships with each other and foster greater impact for our clients. We engage with our communities to drive positive social impact by fostering equity and working to create a digital society that works for all. Merkle, an agency of Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, based on age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact [email protected] if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at Merkle, a dentsu agency.

This job description is a summary of the essential functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description. Other duties, as assigned by the supervisor, might be part of the job. Applicants must be currently authorized to work in the U.S. on a full-time basis. No sponsorship is available for this position.


All your information will be kept confidential according to EEO guidelines.
More Information on Merkle
Merkle operates in the AdTech industry. The company is located in Columbia, MD, Atlanta, GA, Denver, CO, Chicago, IL, Seattle, WA, Hagerstown, MD, Norristown, PA, New York, NY, Marlborough, MA, Boston, MA, Carlottesville, VA, Pittsburgh, PA, Southfield, MI, Little Rock, AR, Austin, TX, Salt Lake City , UT, San Francisco, CA and Bend, OR. Merkle was founded in 1971. It has 4000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 87 open jobs at Merkle, click here.
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