Professional Services Associate at Customer.io

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Website Customer.io

About Customer.io:
Our mission at Customer.io is to power automated communication that people like to receive. Today over 2,300 internet businesses use Customer.io to manage, send, and track performance of email, SMS, and push notifications. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.
Role:
Bill from Customer.io here – I head the Professional Services team. I’m looking for a Professional Services Associate that finds satisfaction in helping businesses plan and implement their lifecycle marketing automation programs right, the first time.
As a Professional Services Associate at Customer.io, you will be responsible for providing hands-on migration and pre-integration consulting services to new Premium customers. You’ll document requirements, decisions, and blockers to keep each new customer feeling confident and satisfied during the engagement. The engagements include straightforward tactical migrations between platforms to more technical consulting for engineering teams on the best integration path. You’ll be the second full-time hire supporting this relatively new offering at Customer.io. It’s basically a startup inside a thriving SaaS business.
We are offering a starting salary of $83,000 – $89,000 USD depending on experience and subject to market rate.
Some things you’ll do:

Build relationships with key customer stakeholders in order to understand their challenges, learn their goals, design & execute a plan to achieve those goals
Coordinate internal resources, customer resources, and third parties/vendors for the smooth execution of the implementation
Advocate internally for your customers’ product needs
Accelerate time-to-value by meeting or exceeding delivery timelines
Support the Sales team with pre-sale qualification, scoping, and planning
Keep valuable meeting notes, track outcomes & tasks, maintain accurate project plan & time tracking, organize client artifacts
Engage in team meetings and discussions in order to share, learn, and propose success & ideas
Partner with and assist our customers with initial integrations by way of tracking plans and other deliverables (not actually building integrations)
Assist our customers with hands-on migration of campaigns, contacts/people/users, templates, newsletters, and more from their current marketing platform to Customer.io
Create and maintain clear documentation, for customers and internal teams alike, that aid in successful migrations
Collaborate with Customer Success Managers assigned to your customer accounts to ensure continuity, clarity, and a successful migration to Customer.io

About your team:

You will be the second hire for the newly-created Professional Services team, reporting directly to the Head of Services.
The Professional Services team partners with the Technical Support and Customer Success teams, which comprises the overall Customers team.
We exist to delight our customers with experiences & outcomes that ensure customers are excited to renew when it comes time.
We deliver implementation consulting and hands-on migration services to our customers and pre-sale consulting to our prospective customers.
While we’re still developing our key metrics, we’re keenly focused on engagement efficiency, time to value, and customer renewal rates.
The expectation of anyone joining the Customers team is that you will be a team player, who always advocates for your customers.

What we’re looking for:

Someone located CT or ET for customer call coverage.
Experts in growth marketing operations, the Customer.io platform, project management, or a healthy mix of the three.
Experts in the use of HTML and CSS as it relates to email production.
Experience reviewing, culling, and understanding datasets with tools other than Excel (i.e. SQL).
The confidence to both seek out a solution and call in reinforcements when you’re stuck.
The ability to effectively manage multiple projects simultaneously.
Empathy for customers, listening skills, a desire to serve, and a knack for solving problems.
Solid communication skills (verbal, written, presentation), high emotional IQ, and a drive to achieve.
Passion for the power of tech and how impactful it can be for customers’ businesses and work lives.
Thirst for knowledge, a hunger for continuous learning, and innate curiosity.
Personal success stories of learning customers’ challenges and developing solutions.
An organized, detail-oriented, proactive approach to project management.
A good sense of humor, or the ability to grow one.

Benefits:

20 days PTO – we offer 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
100% medical, dental, vision, and supplemental insurance for you and your dependents
12 weeks paid parental leave – for birth, adoption, or foster care
Health and wellness allowance – Up to $200 USD per month that can be used for your healthy living needs, including gym membership, acupuncture, massage, or bike repairs
Home office stipend – Up to $2,000 USD to help you get your home office set up so you can do your best work
Internet + cell phone reimbursement – Up to $200 USD per month for your internet and cell phone plans
Co-working space reimbursement – Up to $300 USD per month for those times you’d prefer to work in a co-working environment
Learning + development – Up to $2,000 USD reimbursement per year to use on conferences, books, classes, or workshops – anything that will help you develop your skills
1 month paid sabbatical after four years at Customer.io – to treat yourself to a vacation, or spend however you choose
Company retreats twice a year – we typically get together IRL every spring and fall, but most recently had an amazing virtual retreat!
Flexible schedule, work anywhere you want! – as long as you have a reliable internet connection and some overlapping work time with your manager, you can work where and when you want

All final candidates will be asked to complete an employment and education verification authorization form (which allows us to verify your job history and education listed on your resume) as part of our pre-employment process.
Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.
Join us!
Check out our careers page for more information about why you should come work with us! We are passionate about our core values of Empathy, Transparency, Responsibility, and Awkwardness and are looking for new coworkers to share and build that passion!
How to apply:
Apply at the link below by 5 pm PST on February 8th and tell us why you’re interested in the position! In your cover letter, be sure to tell us the title of a movie you love. There is no advantage to applying early so put your best foot forward. We plan to respond to all applicants by February 12th with a status update about your application.
Here’s what you can expect from our hiring process:

30 minute video call with our Recruiter & Onboarding Specialist
45 minute video call with Bill
45 minute video call with potential co-workers Lacey (Marketing), Travis (Technical Support), Shannon (Customer Success)
Project Scenario – One Week to Prepare
Project Scenario – 45 minute team interview to discuss
30 minute final interview with VP of Customers, Natalie

Location: Central or Eastern Time Zones

To apply for this job please visit grnh.se.

To apply for this job please visit grnh.se.

Contact us

Customer.io

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