Careers

Implementation Operations Manager
Email Marketing Specialist
Client Services Executive
Professional Services Senior Engineer
Senior Email Strategist

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Implementation Operations Manager

The Implementation Operations Manager role is ultimately responsible for the delivery of all predefined StrongMail services engagements. These engagements include customer premise implementations, SAAS deployments, consulting and training offerings. In addition to the delivery of these services, this role is responsible for achieving operational excellence by ensuring utilization and profitability on all services delivered.

Personnel Responsibilities – 40%

• Provide leadership and vision for the implementation staff: implementation engineers project managers,trainers and contractors
• Provide team and individual goals, on-going timely feedback against those goals and annual performance reviews for all direct reports
• Manage and maintain contracting vendor relationships
• Staff the implementation team with world class talent as the team scales

Program Responsibilities – 30%

• Ensure that all services offerings sold are transitioned in a timely and organized manner from sales to the implementation team
• Oversee all scheduling of services engagements, ensuring efficient use of internal and external personnel
• Serve as the primary management escalation point for any issues related to customer dissatisfaction with the execution of a service offering
• Work closely with sales directors, providing implementation status and identifying services sales opportunities

Operational Responsibilities – 30%

• Meet or exceed all SLAs for service offerings
• Maintain a target of 70% utilization rate (billable hours) for all internal resources
• Locate contractor resources, negotiate rates, and prepare all appropriate paperwork
• Review and approve employee time cards on a weekly basis
• Continually seek opportunities to gain efficiency in all processes
• Provide weekly operational summary reports for the Director of Professional Services

Business Requirements

• Strong background in SalesForce or other CRM platforms: the ability to create meaningful custom reports and dashboards
• Intermediate Microsoft Office skill: ability to create simple formulas in Excel and use styles formatting in Word
• Strong presence in front of a customer: well groomed and articulate, with the ability to conduct multiple levels of conversation with different key stakeholders

Experience

• 3-5 years management experience leading teams of eight or more individuals
• 5-7 years technical or business consulting experience
• Email industry experience a significant plus

Travel – 15% (25% if remote)

• 1-3 pre/post sales customer trips per quarter
• 2 quarterly trips to corporate headquarters (remote)

Email Marketing Specialist

Responsible for managing various email programs for our client, onsite, to drive engagement and revenue across multiple brands. Fully understand clients goals, objectives and processes in order to ensure utilization of the StrongMail system and email channel. Support the Marketing Services team and other company stakeholders to maintain an aggressive marketing calendar, manage database requirements, develop creative assets, and deploy strategic campaigns. Analyze, track and report on project data and assigned marketing programs.

Responsibilities

• Work with the client to ensure that email marketing campaigns are in alignment with their approved operational plan, budget, and timelines for the client
• Test effectiveness of email marketing strategies and learning’s for continuous improvement
• Keep current with competitive landscape, market trends, industry innovations and best practices across functional areas
• Maintain awareness of integration opportunities through web / mobile / SMS / social
• Identify opportunities for growth and efficiencies in email campaigns utilizing clients data and industry best practices

Education and Experience

Education – Bachelor's or Master's Degree in Business, E-Commerce, Marketing or a relevant field of work, or an equivalent combination of education and work-related experience.

Experience – 2-5 years progressive work-related experience with demonstrated mastery of technical and business knowledge and understanding of multiple disciplines/processes related to the email marketing. Ideally looking for 2 years experience in E-Commerce and/or the travel industry. Experience with StrongMail or Unica a plus.

Technical Skills and Knowledge

• Demonstrated project management experience in organizing, planning and executing marketing projects from conception through implementation.
• Demonstrated effective verbal and written communication skills for the purpose of providing information to clients, vendors, senior management and staff.
• Demonstrated proficiency in business software products such as Excel, Microsoft Access, Word, PowerPoint.
• Demonstrated strong knowledge of Internet systems, marketing programs, and email deployment tools.
• Demonstrated ability to build and manage relationships with clients, vendors, regional teams, and agencies.
• Demonstrated analytical skills and research abilities. Demonstrated ability to use the results of investigation and analysis to make effective strategic decisions.

Accountability

Decision making responsibilities (Key Decision Rights):

• This position works with the client to make decisions on campaign creative, content, segmentation (personalization) and targeting.
• This person works with the client to make decisions on list growth/acquisition initiatives
• This position works with the client to make initial calendar (time and day) and campaign deployment (volume and flow) recommendations.
• This position works with the client to make decisions on future campaign improvements/changes based on past campaign performance.

Contact (Key Relationships)

Key Client Relationships –

• Guest Marketing - collaborate on campaign strategy and execution
• Analytics - collaborate on list pulls, test design and campaign analysis
• Legal – review development of content for all campaigns
• Partners—work with clients partners ie Creative Agency

Internal Key Relationships –

• Strategic Services, Deliverability Services - Manage ongoing relationship

Physical Requirements

• Majority of work is performed in a normal office environment.
• Travel required as needed to facilitate business objectives (generally 5-10%).

Compensation

StrongMail Systems is an Equal Opportunity Employer, and offers a competitive compensation package that includes base salary with bonus structure, benefits and stock options.

Duration

Full-Time

Location

Atlanta, GA

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Client Services Executive

StrongMail Systems is searching for dynamic professionals to manage customer relationships. The role will encompass all aspects of the customer experience from setting expectations and increasing client satisfaction, to up sell and cross sell solutions to meet their needs and drive their success.

Key Duties and Responsibilities

• Serves as the main point of contact for assigned clients relative to the product, Strategic and Deliverability initiatives; serves as the liaison for client projects by channeling all project-related communications and schedules; assists client in indentifying the appropriate internal StrongMail resources to address needs, resolving client questions, and proactively identifying possible problems; assists team members in problem solving and providing exemplary service.
• Establishes strategic success plans to assist clients in achieving marketing goals and objectives as developed in conjunction with the strategic services organization; Conduct weekly/monthly client success meetings including industry best practices; Coordinates and presents a quarterly account review to drive client success and bring new opportunities to light.
• In conjunction with your Sales peers, you will develop and recommend cross- sell/up-sell opportunities based on client needs and strategic objectives to produce the highest possible long-term success; Renew subscription and/or support contracts.
• Monitor email messages distributed by clients and corresponding campaign metrics – alerting clients to successes and failures of the campaigns/programs; continually monitor clients’ competitive email programs and provide insight and information as relevant and timely
• Serve as the escalation point for customer satisfaction issues alerting management when needed, championing support cases that impair clients ability to successfully send messages through the StrongMail system; strategically partner with customer to leverage product upgrades and important s/w patches; Escalate any product enhancement requests from customers to the Product Management team.
• Maintain up-to-date knowledge of StrongMail service, product, and pricing programs.
• Participate in the creation of new Service Offerings as a subject matter expert.
• Increase sales teams education on all service offerings available to clients

Required Skills & Experience

• Be highly energetic, efficient, results-oriented, and detail oriented
• Thrive in a fast pace and demanding environment; ability to multi-task and manage multiple customers, projects, and deliverables in parallel.
• Posses excellent teamwork and communication skills
• Demonstrated strong customer relationship management skills.
• Exceptional track record with handling difficult customer escalations.
• Have a passion to understand customer’s business and help them grow
• Ability to deal with interpersonal confrontation/contention in a professional
• manner.
• Good presentation skills and the ability to effectively communicate with all levels
• of an organization.
• Demonstrated ability to exercise business judgment and function independently.

Minimum Job Requirements

• Education: Bachelor’s Degree in Computer Science, Marketing, Communication, Business or equivalent experience.
• Experience: 3-5+ years previous experience in managing customer relationships or professional services engagements, ideally with responsibilities for both Software and Services. Knowledge of email applications and industry is desired.

Preferred candidates will:

• Have working knowledge of MS Office and Salesforce.com
• Experience in email marketing concepts, trends, solutions highly advantageous

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Professional Services Senior Engineer

The goal of the PSE is to architect and develop custom enterprise integrations for StrongMail customers. The PSE is responsible for all phases of the development lifecycle: requirements gathering, architecting, coding, testing, and delivery. In addition to creating specific customer integrations, the PSE is instrumental in developing PS packaged offerings such as ETL modules, adapters, and APIs to integrate with the StrongMail platform.

Job Responsibilities – Pre-Sales (20%)

• Participate as a solutions architect in customer calls to scope requirements
• Work closely with the Technical Project Manager (TPM) to gather requirements and draft a SOW
• Provide effort estimates to the TPM for projects

Job Responsibilities – Post-Sales (80%)

• Work closely with the TPM to create a functional specification document for each project
• Determine the architecture of the project, leveraging open source and repurposing completed work
• Perform standard development cycle: architect, code, test
• Create, document and execute test cases for project
• Work with TPM to create all required documentation
• Track time in StrongMail’s project management system (TRAX) for customer billing purposes

Technical Requirements

• Enterprise development experience in C++ or Java and at least one of Ruby, Perl or PHP.
• Affinity for jumping into new technologies and developing production grade solutions quickly
• Strong experience in Linux/UNIX integration solutions development: systems automation, systems administration, ETL, database extraction, and consuming web services
• Experience developing in a GNU/Linux based environment
• Development experience in SMTP, DNS, Web Services, XML/XSL, and SQL
• Experience with RPM: building RPMs and writing pre/post install functions
• Basic Linux admin experience: start/stop processes, add/remove software, configure network settings

Business Requirements

• Strong documentation skills with the ability to write customer facing SOWs and functional specs
• Strong attention to detail with the ability to handle multiple tasks and reorganize priorities as needed
• Good customer facing skills with the ability to explain technology at a developer, manager, and executive level

Experience

• 5+ years enterprise integration experience
• 1 – 3 years developing Linux based integrations

Travel

• One customer facing trip per quarter for up to 5 days

Location
Prefer Bay Area, but will consider remote with adequate experience

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Senior Email Strategist

Responsibilities

• Support Sales and Account Management in reaching aggressive sales growth goals through proactive participation with the sales organization
• Work with clients to identify opportunities within the Email Strategy for paid-for client engagements and execute against agreed upon project plans
• Maintain and coordinate project schedules across the Email Strategy organization establishing a point of entry in to the team for internal and external clients
• Perform detailed programmatic performance analysis for clients and prospects as necessary - resulting in actionable recommendations for program optimization and continued improvement
• Act as industry thought leader and expert regarding a variety of email marketing topics including creative, deliverability, data hygiene, segmentation and mining and privacy matters
• Develop and present email marketing best practices and tactical recommendations to clients and the industry through article authoring, webinar presentations, road show and work shop participation and presenting at seminars and trade shows

Qualifications

• 4-year BA or BS degree (preferably in Advertising or Marketing with exposure to Business Management, Economics, Statistics or other related coursework)
• A minimum of five years of email marketing experience and demonstrated expertise in any of the following industry verticals: financial services, retail, travel and hospitality, business-to-business technology, consumer services and/or consumer packaged goods
• Strong quantitative, analytical, and problem solving skills (including experience in data mining and modeling)
• Excellent verbal and written communication skills including the ability to effectively produce professional reports and present to senior-level executives within client organizations
• Strong project management and interpersonal communication abilities with excellent attention to detail
• A self described passion for online and email marketing founded on a solid understanding of direct marketing principles, reporting, tracking and research techniques
• High level of proficiency in Excel, Word, Access, and PowerPoint
• Self-motivated, team oriented individual with a strong work ethic and a demonstrated ability to perform under pressure and meet deadlines
• Firm understanding of HTML

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