Deliverability Manager

Published date Posted on Indeed on Oct 13, 2021 (6 d ago)

Here at CM Group, we are hiring a Deliverability Manager for the Campaign Monitor and Emma products. This role is specific to Deliverability, rather than an AUP Compliance or Abuse Desk role. Deliverability at Campaign Monitor and Emma is a small global team that primarily monitors for risk to the reputation of the platform(s) and improves inbox placement.

Our Deliverability Manager serves both as 1) a trusted advisor to our VIP customers in managing their reputation and providing remediation tactics and strategy as a part of our professional services including addressing escalations from deliverability-specific email and phone support; and 2) the Deliverability team’s champion and resource for tools, training, and strategy.

You’ll be working closely with internal teams across the company (including Sales, Professional Services, Customer Success, Support, Compliance, Product, and Engineering) to educate and iterate on strategies that improve deliverability across the Campaign Monitor and Emma products.

Key responsibilities:

  • Assist the Deliverability team with investigating problems related to delivery or deliverability

  • Assist the team in providing deliverability support as needed over email to customers

  • Represent the team in internal management-level meetings

  • Meet one-on-one with each of the (4) team members every week

  • Manage escalations and oversee communication with churn-risk customers

  • Provide quarterly reports to the VP of Security and Trust

  • Seek out software, tools, and training as needed for the team

  • Work closely with the Compliance and Infrastructure team leads on a weekly basis

  • Review internal and public-facing documentation for clarity and technical accuracy

  • Provide Deliverability Services to high-value customers

  • Contribute to the work of the email anti-abuse community and foster relationships within the industry

  • Advance opportunities to further the career paths of team members based on their skills and passions

  • Facilitate fortnightly meetings with key internal stakeholders in order to meet high-value customers’ needs or address current reputation issues

  • Be on-call during major deliverability incidents, acting as lead communication handler

  • Build rapport within the Deliverability and Compliance teams through virtual meetings, games, and celebrations


Requirements and experience:

  • In-depth understanding of how email 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 high-touch 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

Soft skills needed:

  • Empathetic and spirited team cheerleader

  • Giving thoughtful feedback to team members

  • Ability to illustrate technical concepts clearly to non-technical people

  • Eagerness to find creative solutions in collaboration with team members

  • Expert at presenting data and talking through strategy with customers

  • Excellent customer support and writing aptitude

  • Organized, thorough note-taker, and proficient in managing projects

  • Is a data analyst at heart

  • Passionate about finding new methods of automation and iterative processes

  • Ability to find the silver-lining in any incident

  • Initiates communication with internal teams and customers

  • Good intuition and decisiveness amidst a high degree of ambiguity

Bonus:

  • 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

Perks & Benefits:

  • Competitive compensation and benefits package
  • Life, AD&D, Short and Long Term Disability Insurance
  • 401(k) with company matching
  • Open Time Away
  • Paid parental leave
  • Fun and engaging culture!

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