Associate Client Support Engineer

Job Description

The Operations Analyst (OA) will work with a Client Operations Manager and a cross-functional team in the day-to-day operations of real-time, high-volume, multi-channel marketing solutions.

The OA will ensure operational excellence on multiple accounts, maintaining operational processes, tools, and deliverables to provide high quality and on-time completion of client deliverables per contractual obligations which include but are not limited to file processing (inputs and outputs, scheduled and ad hoc), PeopleCloud Messaging (PCM) campaign and message delivery, issue management, and SLA compliance.

A major factor in the ability to grow Epsilons business with an existing customer is the consistent, flawless execution and delivery of daily processes and deliverables, making the OA position a key contributor to Epsilon’s growth strategy.

The ideal candidate:

• Up-to-date knowledge of Digital Solutions Landscape with enterprise-scale solution delivery experience in Marketing Technology (Loyalty / CRM / Email / Marketing Ops)
• A unique blend of business and technical savvy; ability to partner with the clients and internal contributors including architects, developers, product owners and infrastructure administrators to execute operational excellence, and the delivery know-how to make the vision a reality
• Ability to clearly communicate technical issues in writing and verbally. Candidate will be required to read technical specifications and validate data extracts and reporting based on previously defined business requirements.
• Responsible for executing and monitoring production processes and functions. This includes troubleshooting and escalation of incidents and anomalies in processing.
• Good understanding of Operational best practices (ITIL framework)
• Quick learner in a fast paced, challenging work environment to resolve time bound issues
• Eagerness to learn technologies and domains
• Ability to articulate technical problems verbally and in written form
• Desire to gain knowledge related to the clients' industry and current business, and incorporate this knowledge into the overall technical solution
• Desire to learn Cloud platform solutions (Azure/AWS/GCP)
• Desire to learn Infra-Ops processes and tools
• Understanding of SQL and ETL is a big plus
• Knowledge of Enterprise tools like ServiceNow, Thousand Eyes, Ops Ramp and ELK
• Detail oriented, ability to multi-task and a team player

Responsibilities:

• Accountable for day-to-day solution operations; work with operational teams to provide error-free solutions, contribute to continuous improvement across people, processes, and technology to reduce manual work, increase delivery predictability, improve quality and increase client satisfaction.
• Aid in introducing improvements and enhancements in operations and infrastructure including process automation and PCM campaign delivery to maximize quality of deliverables and team productivity, including the implementation and coordination of on-going monitoring and alerting across the client solution
• Enforce best practices, standards, and methodology on assigned account(s) to improve quality, repeatability, and on-time delivery of client marketing activities
• Identify opportunities for organizational efficiencies and open communication throughout the appropriate teams
• Collaborate with delivery teams to ensure quality, completeness, and timeliness of operational solution delivery
• Work with cross-functional teams to conduct root cause analysis and resolve production issues to internal and external client satisfaction.
• Contribute to solution documentation, including core system documentation and operational escalation processes, ensuring accuracy and completeness
• Support the triage and resolution of issues
• Escalate critical client issues to leadership to ensure timely resolution
• Stay abreast of latest marketing technology trends and all of Epsilon’s product offerings
• Be proactive and one step ahead by anticipating client’s operational needs; seamlessly inform, align, and lead internal stakeholders to meet client demands
• Implement continual account-based operational excellence initiatives
• Manage Production alerts, troubleshoot failures, drive necessary action as per the runbook while maintaining SLA
• Creation of incident tickets, establish and lead communication with internal and external stakeholders with respect to the daily production cycles until closure as per Standard Operational Procedure

Qualifications:

• 5 Month -2 years experience with Marketing or Technology-related degree, or up to 1 year of experience in service delivery maintaining real-time, high-volume transactional systems.
• Ability to multi-task and work well under pressure
• Strong team player with service-oriented attitude toward external and internal audiences
• Ability to work within a highly matrixed and geographically dispersed team
• Experience owning initiatives against strict timeline and multiple priorities
• Ability to gain knowledge related to the clients' industry, and the current business environment and incorporate this knowledge into the overall solution and operational processes
• Prior experience in engagements that span tracks of work including User Experience, Technology, Project Management, Business Analysis, Systems Integration, Migration, and Infrastructure a plus
• Prior operations experience in Marketing Technology space (Loyalty/CRM/Email/Marketing Ops) a plus
• Prior email service provider experience a plus

Education/Certifications

• Bachelor’s degree (or equivalent professional experience)