Services Manager

Responsibilities

iPost is currently searching for an individual with a passion for providing email marketing services to join our team. As the Services Manager, you will be expected to strengthen and grow our relationship with clients by providing world class services to our customers.

Responsibilities include:

  • Works with the Technical Support and Customer Success teams to identify Services revenue opportunities.
  • Ensures successful implementation/execution of projects by working closely with clients to define project scope, goals and deliverables.
  • Meets customer service sales objectives by forecasting requirements.
  • Improves customer service quality by studying, evaluating, and re-designing processes, establishing and communicating service metrics, and monitoring and analyzing results.
  • Effectively communicates project effort, progress, achievements, problems and failures on a timely basis with internal and external stakeholders.
  • Lead, plan, schedule, track, and manage project deliverables, goals, and milestones; adjust project plans and/or resources to meet changing needs and requirements.
  • Conducts Services satisfaction surveys.
  • Sets performance standards to meet services goals of company.
  • Identifies resources needed and works internal stakeholders to assign individual responsibilities.
  • Conducts quality assurance and testing on all deliverables before sending to client to review.
  •  Responsible for interviewing, hiring, training, and mentoring employees.
  • Prepares and completes action plans and audits.

Qualifications:

  • Bachelor’s Degree
  • Minimum 3 years’ experience in Email Marketing and 5 years’ experience in Marketing.
  • Strong technical aptitude required.
  • High comfort level in selling services to customers and prospects
  • Prior experience in a Services role for an Email Marketing company/agency is preferred
  • Working knowledge of top-tier Email Service Provider Platforms.
  • Strong knowledge of email marketing best practices, deliverability, and strategy.
  • Able to scope and sell services engagements with customer.
  • Professional customer service attitude, enthusiastic, reliable, detail-oriented, and self-motivated.
  • Previous experience working in a fast-paced, deadline-driven environment.
  • Able to handle multiple projects and prioritize workloads accordingly to meet targeted objectives.
  • Able to handle multiple projects and prioritize workloads accordingly to meet targeted objectives.
  • Budget development and management
  • Solid understanding of transactional/operational email initiatives – how they work, when/why to recommend, and how to implement.
  • Knowledge of PHP web applications, Preference Centers, Data Modeling/Structuring, Building Single/Multiple Page Web Solutions (e.g. reporting/API proxy/discrete tasks), Creative Services, Deployment Services, and platform migrations a plus.

Experience in customer relationship management to effectively manage communications, conflicts, identify operational issues/risks, recommend, and implement strategies to resolve problems, and monitor and measure client satisfaction

Compensation

Competitive salary with a quota carrying component coming from attaining quota on professional services engagements. Benefits package including medical, dental, vision, 401k, and vacation plus holiday and sick time.

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