Email Deliverability Specialist (Boston)

Email Deliverability is a core pillar to our customers’ success in delivering the right messages to the right people at the right time. The Email Deliverability Specialists provide technical deliverability support to our customers by root causing Klaviyo email services issues and providing solutions to support sending best practices. Deliverability Specialists ensure that Klaviyo and our customers are always up to date with the most recent industry best practices and changes.

We are looking for a Deliverability Specialist who is excited about providing the best support to customers who are scaling their businesses with Klaviyo by demystifying deliverability and leveraging it as a tool for sustainable growth.

How You'll Make a Difference:

• Develop an in-depth knowledge of the Klaviyo platform, sending infrastructure, and technical configurations
• Provide high-quality technical support for Klaviyo customers, partnering with them to effectively understand and address their deliverability issues through email and phone.
• Communicate thoughtfully and effectively to provide answers to questions for both technical and non-technical end users
• Investigate and address email delivery problems by communicating with Internet Service Provider (ISP) abuse desks, email blocklist, and anti-spam technology providers in a professional manner
• Provisioning of new customers with a new IP address and new DNS records
• Ensuring that Klaviyo and its clients are always up to date with the most recent industry best practices to improve sending reputation
• Establish and maintain documentation such as sending best practices and playbooks to support repeatability as we expand
• Radically collaborate with internal and external stakeholders to drive positive deliverability outcomes
• Take an active role in thought leadership through writing blogs, articles, and whitepapers

Who you are:

• You are proactive and self-motivated to identify and solve problems; you’re comfortable with a high degree of responsibility and autonomy.
• You’re capable of learning quickly and mastering complicated systems and manual processes.
• You’re empathetic and customer-first.
• Your attention to detail and accuracy is evident in all that you do.
• You’re process-oriented and enjoy the clarity of well documented processes and best practices that bring structure to chaos.
• You have the ability to empower others to be productive in their role by enabling them to effectively use the processes, systems and information available to them.
• You’re comfortable working independently and with multiple internal teams, from individual contributors to senior executives, as well as building/maintaining relationships with cross functional and geographically dispersed teams.
• You are energized by supporting teammates in achieving mutual goals; you have a passion for driving measurable impact in a dynamic environment.
• You want to help our Sales, Support and Success teams build the path to scale.
• You strive to communicate brilliantly whether it’s in a meeting, an email, a slide deck, or a financial model.

What you have…

• 1-2 years of work experience in an analytic, data-driven email deliverability role
• Experience working with customers, preferably at an ESP serving multiple medium to large senders
• Expertise investigating and resolving technical problems
• Excellent, thoughtful communication skills, able to work with, influence and align with multiple stakeholders
• Ability to prioritize tasks and work effectively in a fast-paced, entrepreneurial environment
• Understanding of email industry practices and trends
• Experience modeling complex problems, both conceptually and tactically (spreadsheets, analysis tools, visualization)

• Experience with:

  • Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint, Zendesk, and Salesforce
  • DNS, IPs and other networking concepts
  • Email Authentication setup (Sender Policy Framework (SPF), DomainKeys Identified Mail (DKIM), and Domain-based Message Authentication, Reporting & Conformance (DMARC))
  • APIs
  • Email marketing platforms and E-Commerce platforms
  • Testing and analysis tools, like Litmus, Return Path, EDS, Google Postmaster Tools and SNDS

What would be a bonus:

• Technical Writing/Blogging and Training Experience
• Has experience working with software / web development

#CR1 #Boston #Hybrid