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SaaS is a rapidly growing delivery model for SAS software. As a support team for all customers using SaaS products, Global Customer Success is scaling rapidly to ensure customers are well managed.
The Email Deliverability Consultant will be a primary point of contact for some of SAS’ largest clients providing post-sales support for the Email channel at a senior level. In this position, the individual will be an advocate and serve as the primary contact for any escalation point into SAS and 3rd party providers. The Email Deliverability Consultant will work with the client to facilitate the timely and efficient resolution of all post-sale issues and requests. This role provides input and guidance to the client on how to optimize their SAS investment using the Email channel, and contributes to the growth and success of the customer’s relationship with SAS. The position will work closely with all existing roles that also support our clients across Sales, Service Delivery and Global Customer Success, as well as with third party providers.
The successful candidate will rapidly engage with both colleagues, channel partner staff and customer staff, adopting correct organization/cultural manner to build effective relationships and gain trust.
Keep abreast of email marketing industry best practices and proactively apply knowledge.
Knowledge of typical open rates standards by industry.
Responsible for reviewing trends and disseminating key information to customers.
Responsible for health of end to end mailing activities for various clients.
Work with SAS CI 360, SparkPost and 250OK tools to optimize the performance of email delivery for various clients.
Responsible for Email monitoring and mitigation, via SAS and SparkPost, including:
Weekly spot checks on all available delivery data / metrics per account (including gateway acceptance analysis)
Investigations into any issue (blocks or spam foldering)
Mitigation, including working with Sparkpost to produce resolution tickets to ISP’s
Meetings to examine delivery practices with key staff
Provision of status updates to the customer after each spot check and mitigation
Responsible for manual system testing, checking and scanning of email content, plus follow on recommendations for best practices and Email methods.
Prepare presentations that document key learnings from test results.
Execute campaign management and business process audits to determine factors affecting deliverability and reputation.
Participate in business consultation meetings to promote more effective practices.
Conduct monthly meetings with customers on "Lessons Learned" from each campaign, including successes and challenges and use these to develop better campaigns in the future.
Proactively investigate and manage issues affecting email deliverability.
Create and deliver reports to demonstrate factors affecting deliverability and reputation.
Developing materials to promote the team, including presentation materials and case studies that highlight the challenges faced and the creativity, technology and methods used to overcome them.
Occasionally responsible for business process analysis of clients and onsite visits to sort out best approach to use of the CI 360 system.
Understand and follow workplace policies and procedures.
The right candidate will have 5-10 years of relevant experience / knowledge in the following areas:
Marketing with a Digital marketing focus
Customer acquisition, development and retention practices
Campaign planning, execution, segmentation and targeting techniques
Email technology (prior experience in deliverability operations)
Expert level knowledge of audience development through email platforms
Familiarity with the major ESPs, Google Analytics, and email analytics systems a must
Previous experience working with the big four inbox providers on deliverability, with an appreciation of emerging delivery challenges
Demonstrated understanding of email, SMTP, MTAs, IP strategies, authentication technologies, reputation strategies, data hygiene, privacy, opt policies, anti-spam policies
A proven track record of success with growing customer engagement
Basic HTML and Email design / production experience
Bachelor's degree, preferably in Business, Computer Science or related field
Extremely organized and thorough
Track record of successful consulting
Excellent written and verbal communication skills
Ability to work effectively in a team environment
Ability to work independently
Ability to travel if needed to meet with customer or third party providers
A genuine interest in business challenges and ideation of solutions to meet customer business objectives
Superior conflict resolution, decision making and interpersonal skills
Strong problem-solving skills: diagnosis, root-cause assessment, option evaluation and resolution
Ability to manage multiple responsibilities and assignments simultaneously under strict deadlines
Knowledge of SAS products and customer base preferred
Experience with an ESP, ISP, or email authentication vendor
To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.
SAS is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
The level of this position will be determined based on the applicant's education, skills and experience.
Resumes may be considered in the order they are received.
SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
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