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Email Campaign Associate

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EMAIL CAMPAIGN SUPPORT ASSOCIATE

Summary
The Email Campaign Support Associate must have experience with client service and will be responsible for responding to customer questions and to research, resolve, and solve basic account inquiries related to the customers email program. This individual will provide training on our products and services and demonstrate our commitment to customer service by following up on calls and emails to ensure superior results. Also responsible for the quality and delivery of an email campaign for clients, including: campaign management, tactical recommendations, list segmentation, campaign development, quality assurance, and post-campaign reporting, calling on specialist roles when necessary (e.g. Creative Designers, Project Developers and Database Programmers).

This is a role to work in a fast-paced technology support environment using innovative technologies while having the ability to work with enterprise clients face-to-face. Creative problem solving and troubleshooting skills will lead to success in this position.


Primary Job Responsibilities
• Act as the client’s primary point of contact for email campaigns. Professionally manage the client relationship on a production operations level
• Actively seeks to foster the client relationship through effective communication and expectation setting
• Professionally respond to client inquiries within the following areas:
o Tools/Technology
o Process Workflow
• Manage & present web-based training sessions
• Monitor & troubleshoot custom technology solutions
• Coordinate resources from technical services and client services as needed.
• Troubleshoot HTML rendering issues
• Advocate for clients by providing feedback to the product development team for product improvements & enhancements of tool set
• Understands or actively seeks to grow knowledge around client's processes
• Perform automated campaign monitoring and issue resolution management
• Manage campaign calendar and both internal and external communications of time, scope, and cost as required
• Gather campaign assets and requirements from client, and manage campaign production through deployment as required
• Facilitate the creative production process (concept design and HTML building), as required

Required Qualifications and Experience
• Undergraduate degree in relevant field
• 1+ years related full-time experience, preferably within a digital agency or client services environment
• A strong understanding of customer service standards
• Team player with the ability to work cross-functionally (client services and technical services) in driving client success
• Experience with or highly trainable in proprietary software and database functions
• Self-starter who requires minimum supervision and can be fully responsible for all campaign production aspects of projects
• High attention to detail with the ability to produce flawless work in rapid succession
• Ability to prioritize work independently and demonstrate a willingness to be flexible and versatile in the production role, proactively addressing changes in client demands
• Basic knowledge of HTML and demonstrated ability to edit HTML
• Clear, effective communication skills when speaking to a technical or non-technical audience
• Follow through on commitments; meeting and exceeding targets and deadlines
• Familiarity with project management methodologies; understanding of scope, requirement gathering, dependencies, and scheduling work
• Proficiency with Microsoft Office and Adobe suite

Desired Qualifications and Experience
• Knowledge of email best practices
• Familiarity of object oriented programming fundamentals
• Exposure to relational database structure (primary and unique keys, sister table joins)

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