Deliverability is essential for maintaining our sender reputation and the reliability of our infrastructure.
As a Deliverability Specialist at Emma and Campaign Monitor, you will provide consultative services to our customers and internal team on attaining and retaining consistent deliverability, you will also monitor and analyze the deliverability of our platforms, contribute to knowledge creation and provide thought leadership on current and emerging industry best practices.
Among the skills required for this role are empathy for customer needs, clear communication and a collaborative approach that balances customer needs while mitigating risk to the reputation of the platform(s) and improving inbox placement.
Key responsibilities:
Monitor and investigate issues related to platform delivery and deliverability
Correspond with mailbox providers and reputation providers to remediate delivery blocks and other deliverability issues
Provide Deliverability Services to high-value customers
Manage and resolve Support case escalations
Work closely with Compliance, Support, Customer Success, Product and Engineering on strategies that improve deliverability
Review internal and public-facing documentation for clarity and technical accuracy
Contribute to the work of the email anti-abuse community and foster relationships within the industry
Basic Qualifications:
Understanding how the email ecosystem works
Knowledge of email best practices, authentication, and IP & domain reputation
Familiarity with mailbox providers, anti-spam vendors, and reputation services
Experience in analytical problem solving and risk assessment
Experience in a customer care capacity
Passion for email deliverability
Able to work autonomously and collaboratively as part of a global team
Thoughtful understanding of the distinction between deliverability and compliance
Preferred Qualifications:
In-depth knowledge of the Emma or Campaign Monitor platforms
Experience working with a fully remote team across multiple continents
Experience with our tools and apps
Kibana
JIRA
Looker
Trello
Lucidchart
Campaign Monitor
Emma
Experience working in both self-serve and sales-led ESPs
Experience in a customer support or service role
Other skills needed:
Empathetic and spirited team member
Ability to provide thoughtful feedback to team members
Ability to explain technical concepts clearly to non-technical people
Creative problem solving in collaboration with team members
Ability to present data and talking through strategy with customers
Excellent customer support
Writing aptitude, including organized, thorough note-taker
Proficient in managing projects
Data analyst at heart
Passionate about finding new methods of automation and iterative processes
Ability to learn from incidents and improve processes and workflows
Initiates communication with internal teams and customers
Good intuition and decisiveness amidst a high degree of ambiguity
Occasional domestic travel
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