Customer Success Associate

SparkPost - Columbia, MD

Full-time
SparkPost is the world’s #1 email sender, trusted by customers like Zillow, The New York Times, Booking.com, Ebates and Zynga to dramatically increase email performance. SparkPost sends more than 37% of the world’s business to consumer email, more than 5 trillion messages a year. SparkPost’s unmatched data footprint and email analytics help leading enterprises break through the email noise to drive top-line results.

With the continued growth of our cloud business, SparkPost is looking for additional talented individuals to join our Customer Success team to service our on-premises customers.

We are currently seeking Customer Success Associates based out of our Columbia, Maryland office to provide world-class service and technical assistance to our SparkPost customers. Ideally, we are looking for someone who has worked “hands-on” with customers as a Client Support Specialist or Customer Service Associate and is looking to expand their experience working with customers in the email messaging space.

What you will be doing…

Our Customer Success team supports our customers by serving as a conduit to resources and accelerated support. This service model is an important differentiator for SparkPost; it’s highly successful because our CSAs and CSMs understand their customer’s business and stay with them throughout the relationship. The CSA role is to support the activities of the CSM in supporting the assigned customer base. It is a customer-centric, hands-on and chase things down sort of a role – it’s incredibility dynamic and highly rewarding.

Why the role is important…

The Customer Success team is a key part of the SparkPost environment. We serve as the eyes and ears of the customer. At SparkPost, we know how important the customer perspective is and the Customer Success team ensures the needs of the customer are fully understood by our Product and Engineering teams. We pride ourselves on customer retention and our philosophy at SparkPost is to treat our customers as partners.

As a CSA, you will learn…

All about messaging concepts – including the technology behind email
A lot about email concepts and why it’s so important to our customers
How to work with the SparkPost product suite and tools like a real/live user
How to provide world-class, high-touch customer service to customers who rely on SparkPost for their critical messaging needs
We are looking for a CSA who…

Has enthusiasm and passion for helping customers
Loves to learn about technology - both conceptual and hands-on
Is detailed and process-oriented
Can build special trusted customer relationships
Cares about trust and transparency
Is great to work with and enjoys being part of a team
Has some experience working with customers in a supporting role
Has a Post-secondary degree, preferably in an IT-related field or relevant experience
Wants to make email a friendlier, easier thing
What would be a bonus (but not required)

Exposure to email service providers (ESPs) and/or digital marketing, campaign management and marketing automation applications
Familiarity with CRM applications (such as Salesforce.com)
Knowledge of email deliverability concepts