• Responsible for managing and sending managed email and SMS sends on behalf of clients.
• Responsible for managing and briefing through templates from clients/other departments through to the template team and/or channel partners.
• Responsible for overseeing all client template services related projects, which may include collaboration with other department such as integrations.
• Responsible for managing all incoming jobs, knowing the status of each one and being able to communicate with clients throughout the process and manage client expectations.
• Responsible for maintaining a comprehensive account of projects handled by the services department for reporting purposes.
• You will be the main contact between the account management / support team, the client and the integrations team.
• You need to have an entrepreneurial mind-set and get excited by a fast pace environment where things are constantly changing.
• You need to be highly intelligent and adaptive with high EQ to fit into our dynamic and youthful company culture.

Role Activities:

• Relationship building
• Managing client expectations
• Know and understand the product inside out
• Know and understand our full suite of service offering including timelines and costing.
• Dealing with any services support queries and questions
• Assisting where necessary to remedy client issues with regards to templates
• Troubleshooting and testing any issues with a client’s template if they arise.
• Advising clients on email best practices and strategy throughout
• Gaining a clear understanding of customers' businesses and objectives

• Prioritise actions and monitor team resources to meet client expectations.
• Ensure that internal knowledge is documented and shared among support staff.
• Assess internal processes between the support team and other departments and make recommendations for improvement where necessary.
• Deliver, analyse and improve on managed services.
• Monitor and make recommendations to improve systems and communications where needed.

Basic Skill Requirements:

• Advanced Computer Skills
• Excellent written and verbal communication skills
• Experiences with HTML for both web and email
• Experiences with Adobe Cloud suite, particularly photoshop.
• Minimum of 2+ years’ experience in a similar position
• Tech Savvy
• Substantial knowledge of the email, mobile and digital landscape.
• Great attention to detail

Advantages:

• Experience with Everlytic or any similar email, mobile or computing/cloud hosting software products.
• HTML knowledge.