About Us:

CM Group has the Martech industry’s largest family of email and multichannel marketing products with 70,000+ customers and 180+ billion emails sent annually. We allow our clients to scale across brands as they grow, identifying the right solutions at every step of their journey. Bringing together a diverse group of email marketing platforms under a single umbrella, CM Group is able to offer solutions that meet the needs of every marketer. Initially, our family included Campaign Monitor, Delivra, and Emma, but we have since become home to Liveclicker, Sailthru, Selligent, and Vuture. Our vision is to be the most respected, fastest growing family of marketing technology brands in the world. We have teams all over the globe - from NYC to San Francisco, from London to New Zealand - all working together to make our vision a reality.

The Role: 

The Customer Solutions Specialist for CM Group will work to provide product strategy and technical consultation for customers and employees for their respective brand(s). The role will act primarily in a post-sales solutions consulting role to provide strategic technical guidance and architecting custom solutions, ensuring that customers are leveraging the product(s) as effectively as possible with the goal of increasing customer satisfaction and ARR via retention. This role will report into the Sr. Manager, Customer Solutions within the Customer Operations organization.

In This Role You Will:

  • Work closely with the Customer Success Managers on any highly technical customer projects and use cases, scoping an end-to-end solution for their marketing and development teams to implement in order to maximize their usage of their product(s)
  • Perform virtual or on-site technical audits across key for high-touch, high-risk customers to ensure that they’re using their respective platform correctly in order to increase product satisfaction and minimize churn
  • Publish detailed Knowledge Base articles for posterity and to minimize time-to-value for future customers with similar needs
  • Provide occasional customer-facing workshops and webinars to help develop understanding of key technical concepts

What We’re Looking For:

  • 1-3 years working in a SaaS organization (ESP or digital marketing strongly preferred)
  • Proficiency with web technologies such as HTML, CSS, JavaScript, JSON, RESTful APIs, etc.
  • Excellent verbal and written communication as well as strong interpersonal skills
  • Strong attention to detail and proven ability to work under pressure and with tight deadlines
  • Comfort working cross-functionally, coordinating disparate projects, and managing timelines

Preferred Qualifications:

  • Passion for learning new software, tools, and technologies
  • Experience building and delivering presentations that are coherent, well-organized and compelling; confident in presenting to large groups, including executive-level stakeholders
  • Familiarity with a server-side language such as Java, Python, NodeJS, or PHP
  • Ability to architect and deliver on custom customer solutions
  • Willingness to travel 10% of the time (post-COVID)

Perks & Benefits:

  • Competitive compensation and benefits package
  • Life, AD&D, Short and Long Term Disability Insurance
  • 401(k) with 6% company matching
  • Open Time Away 
  • Paid parental leave

#sailthru

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