Agency Partner Specialist

Responsibilities

• Serve as the day-to-day point of contact for a large portfolio of agency partners through Intercom and other channels, including live support for complex or time-sensitive issues.
• Diagnose account performance, CPA, ROAS, spend pacing, creative fatigue, and audience saturation; provide concrete optimization recommendations.
• Advise agency media buyers on platform levers and performance outcomes.
• Engage partners after launch to reinforce best practices and drive repeatable platform usage.
• Educate partners on platform features and workflows, directing them to self-service tools where appropriate.
• Execute engagement playbooks to increase adoption, reduce risk, and support agency retention and growth.
• Monitor performance, usage, and engagement signals to identify churn risk and prioritize outreach.
• Escalate sustained risk or complex issues through established workflows and collaborate with internal teams on resolution.
• Maintain accurate account records and surface recurring trends and partner feedback for product and process improvements.

Requirements

• 3+ years of experience in performance marketing, media buying, or a customer-facing role at an adtech or martech platform.
• Hands-on experience owning paid media budgets and performance KPIs, with accountability for CPA or ROAS targets.
• Working knowledge of attribution models, funnel metrics, testing methodology, and media-buyer evaluation of new channels.
• Strong analytical, written communication, organizational, and prioritization skills.
• Ability to support a high volume of partners and interpret usage and performance signals.
• Familiarity with Salesforce, Intercom, or similar customer engagement platforms.
• Judgment to apply established playbooks while tailoring approaches when needed.
• Adaptability to evolving processes, tools, and partner needs.