Deliverability Specialist

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
  #cmgroup