Customer Experience Specialist

3 months ago

Indianapolis, United States Emarsys UK Ltd Full time

Customer Experience Specialist Indianapolis **Customer Experience Specialist**

Indianapolis

Emarsys are an international SaaS group of sharp technology experts. Born in 2000, we have supported e-commerce brands to grow their commercial value through highly-personalized customer engagement. Today our predictive intelligence fuels user-friendly, real-time marketing automation. Our 2,000 clients in 140 countries send over six billion email marketing messages a month for a serious return on investment.

The marketing technology industry is growing at supersonic speedand our integrated technology makes us a market leader. Thats why we need people to join our team who are attracted to our dynamic environment, and want to grow their career with us. We're positive, proactive people who like to hold a meeting over a game of ping pong every now and then. If you like the sound of us, we'd love to speak about working towards our future together.

*(Weve hired and onboarded multiple people virtually during the pandemic and have developed our ways of working to make sure new joiners feel part of our team, that being said please let us know if you have any specific requirements as part of the recruitment process that will help us better accommodate you and improve your experience)*

***Customer Experience Specialist (CXS)***

*Customer facing, consumer data focused consultants specialising in data-driven insight and marketing automation concept and design across multiple digital touchpoints. You will have deep understanding of complex consumer journeys; database segmentation; persona marketing; consumer lifecycle analysis; contact strategy & predictive data modelling*

***YOUR AREA OF RESPONSIBILITIES***

*Specialists will own and deliver our Adopt & Learn packages which incorporate an element of program design and build in line with current capabilities.*

*From a platform perspective, you will be tasked with driving adoption of SI, Predict and AIM capabilities across our customer base. This will be achieved via the concepting and design of automations and subsequent reporting on performance. This solutioning will take place outside of the tool (PPT) and will be created in close collaboration with other internal stakeholders (CSM, PS etc.) to ensure accuracy and relevance.*

*Operationally, the CXS will work across pre-sales and service - in close collaboration with the Customer Experience Consultants for retained customer work, and with the Client Success Managers for ad-hoc requests.*

*They will be responsible for concepting and design (consulting) in the above areas of expertise and liaison with internal and external production/agency teams for the execution and delivery where relevant*

*Our Adopt & Learn packages are a key product for driving adoption in our customer base. Concepting and designing automations (lifecycle programs) in partnership with customers; scoping final agreed program for our Production Services teams to build and execute. Following this, you will be tasked with sharing the performance data and customer insights to inform optimisation/next steps using our existing platform toolsets (SI/Predict). The key deliverable here is customer enablement on our extensive dashboard capability. The CXS is driving adoption of the platform by showing live data and insight on the platform while encouraging the customer to lead this over time.*

***YOUR PROFILE***

* *It is expected that you will possess workforce skills; possessing knowledge and capabilities outlined above, alongside a deep specialisation in either a specific vertical, channel (e.g. mobile) or capability (persona marketing).*

*You will be rigorous and data-driven in your work, with natural ability to face customers and tailor your advice and insight to type of customer*

***WHAT WE OFFER***

* *Join a fresh faced, globally diverse company, with truly impressive cutting-edge machine learning and artificial intelligence (AI) cloud technology*

* *A tangible opportunity to build your tech career and work with seriously talented individuals in the industry - both nationally and worldwide*

* *An energizing and modern work environment in the heart of Downtown Indianapolis*

* *20 days of annual leave*

* *Casual dress guidelines and an on-site gym*

*At Emarsys, we are committed to building diverse teams with a rich variety of perspectives and experiences. If your job profile closely aligns with our essential requirements and business need, we encourage you to apply. We are dedicated to assessing your competencies, learning agility and passion and not your age, disability, familial status, sexual orientation, gender, race, ethnicity, religion or nationality.*

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