Senior Decision Support Analyst (US hours)

Key Responsibilities

• Serve as a primary point of contact for the client, supporting day-to-day communication, requests, issue resolution, and follow-up.
• Coordinate client and internal meetings, including agendas, status updates, action items, stakeholder attendance, and follow-through.
• Support campaign execution, reporting, data mart processes, and client deliverables to ensure accuracy, SLA compliance, and timely delivery.
• Research and troubleshoot client issues by gathering documentation, coordinating the right internal teams, determining next steps, and communicating status clearly.
• Work closely with development teams to clarify requirements, confirm scope, review estimates, track approvals, and coordinate releases.
• Manage expectations, timelines, deliverables, and release schedules for weekly and monthly client requests.
• Track approvals from both client and internal teams to keep work moving through established processes.
• Document requirements, scope, missing information, timelines, implementation plans, and historical project details.
• Support reporting and metrics used for SLA tracking, operational performance, contract support, and client business reviews.
• Assist with security, PCI, maintenance, and scheduled update coordination when needed.
• Act as a mediator between client stakeholders and internal technical teams to drive issues and deliverables to closure.
• Identify process gaps, communication risks, and opportunities to improve efficiency and client satisfaction.

Required Qualifications

• Requires a minimum of 5 years of related experience with a bachelor’s degree or relevant equivalent work experience.
• Advanced English speaking and writing skills.
• Familiarity with SQL, relational databases, reporting tools, ETL processes, UNIX/Linux, or application support.
• Strong experience with Adobe Classic Campaign or other enterprise Campaign journey tool to manage client campaign journey
• Strong experience managing client communication, follow-up, and stakeholder coordination.
• Ability to organize multiple email threads, Teams conversations, approvals, requests, issues, and deliverables.
• Strong attention to detail with the ability to track timelines, scope, requirements, and commitments.
• Experience working with technical teams such as developers, DBAs, architects, testers, analysts, or support teams.
• Ability to research issues, gather information, document findings, and communicate clearly with both business and technical audiences.
• Strong problem-solving skills and ownership mentality.

Preferred Qualifications

• Experience with campaign management, reporting, data mart processes, business intelligence, or marketing operations using enterprise level campaign tools.
• Experience with release coordination, change management, production support, or SLA tracking.
• Experience preparing client-facing updates, QBR support materials, metrics, reports, or operational summaries.

Ideal Candidate Profile

The right candidate is organized, calm under pressure, highly responsive, and able to keep complex client work moving. This person can manage details, chase down approvals, coordinate technical teams, explain status clearly, and make sure nothing falls through the cracks.

Primary Locations:

Additional Locations (if applicable):