Customer Engagement Platform Administrator

Remote • Remote
Job Terms:
$90K -- $110K
Start date:

Job Description:


Our client, a prominent gas and electric utility holding company based in the Southern US, is hiring a Customer Engagement Platform (CEP) Administrator who will serve as the primary point of contact for a specific business unit employing CEP as both an asset and channel to exceed KPI goals. The CEP Administrator will function in many ways as a product manager and product marketing manager to emphasize the value of the solution, grow adoption and influence the feature set and UX for optimum business and customer satisfaction outcomes and serve as the business unit subject matter expert (SME), business owner and champion for the platform implementation and future use cases.

Primary Responsibilities:

  • Master the platform features, functionality and object model
  • Implement and maintain the platform as central to an integrated B2B ecosystem by leveraging existing tools and technologies (Adobe suite, Eloqua email, Oracle SalesCloud, etc.)
  • Work with program owners and stakeholders to leverage the system as part of a multi-channel approach to achieving adoption and lead generation goals
  • Oversee user permissions and privacy compliance
  • Maintain data integrity in collaboration with interdependent system owners and stakeholders
  • Provide internal and external training and orientation on the platform as the primary internal evangelist
  • Be the primary program manager for regular tasks and strategic improvements for the assigned operating company and its customers
  • Craft and support end-to-end customer journeys and lead lifecycle workflows around CEP in a multichannel context
  • Understand foundational aspects of web analytics tool implementation (tags, sCode, plug-ins, server call types, cookies, variables, link tracking, JavaScript, HTML & packet sniffing)
  • Be the primary point of contact for stakeholders and customers to maintain accurate account hierarchical relationships, prospect/customer statuses and buying group/committee roles (buyer personas)
  • Be the initial and primary contact with the platform vendor with Tier II issues, including analyzing, troubleshooting and tracking discrepancies/issues until resolution
  • Collect insights and feedback as a natural outcome of being the primary point of contact with customers, to inform stakeholder engagement for training and feature road-mapping
  • Report on performance with target accounts and plan for future year-over-year analysis, goal setting and forecasting
  • Other duties as assigned to support this new and sure-to-evolve tool
  • Manage messaging and calls-to-action using data-driven insights to provide personalized offers and experiences
  • Assess customer feedback (on-site surveys, etc.), share recommendations and address with content, site and data improvements as needed
  • Report on overall data integrity and program performance with target accounts

Experience and skills:

  • Experience in platform management (B2B strongly preferred)
  • At least 3 years in B2B marketing or sales enablement
  • Excellent communication and presentation skills and the capacity to exhibit those via Microsoft Teams
  • Experience with the capabilities of the Adobe technology stack (analytics, target, and AEM) or similar
  • At least 3 years of relevant experience in digital marketing, platforms and performance optimization practices; configuring and working with standard analysis tools and tag management tools like Tealium, Webtrends, Adobe Analytics, Google Analytics, PowerBI etc.
  • Working understanding of B2B engagement metrics and funnel KPIs or ABM preferred
  • Experience with commercial middleware systems or APIs a plus


Client Description:

Founded in 1906, this client offers competitive prices, reliable electricity supply, and amazing service to 1.5 million homes, businesses and industries in southern Alabama. The affordable electricity has transformed the states economy and improved the quality of life for all citizens across the state (talk about impressive!). They've been recognized for countless awards throughout the years further proving the core values and mission are displayed in not just words, but in actions.

The diverse perspectives and experiences each employee brings results in an open and trusting work environment that makes them who they are today. Your creative outlook and fresh perspective will result in the company's overall success. The experience and skills you will learn will not only be a great addition to your resume (you can say that again!) but will separate you from competitors in the job market. Can you say winning?! Join a company who provides unparalleled service across the state of Alabama and truly treats employees as part of the family. Apply today!

Working with AQUENT provides you access to some pretty awesome perks:

  • Subsidized (up to 85%!) Health, Vision and Dental Benefits, and Access to Fidelity 401(k) with Matching!
  • FSA Program Weekly Direct Deposit Resume / Portfolio Review + Interview Prep.
  • You'll be set-up for success!
  • Free Continued Learning: https://thegymnasium.com/
  • Compare our benefits to other agencies, here: https://aquent.com/find-work/talent-benefits
  • Who is AQUENT? www.youtube.com/watch?v=5z-n8nfytuM