Customer Success And Operations Specialist

About us: People Helping People + Salesforce + ANI.

WERKstream is not the employer—WERKstream is the recruiter. This is a full-time position, not a contract or C2C role.

With this position description, we aim to provide an authentic and transparent view of the career options at hand. We intend to attract the “right individual” who resonates with the role. We believe in presenting a clear picture of what this opportunity entails, both in its strengths and perceived limitations. By doing so, we encourage interested people to click apply with a genuine understanding of what they can expect.

WERKstream is a pioneering automated talent acquisition platform, leveraging ANI and anchored to Enterprise Salesforce Technology. We specialize in connecting employers with top Salesforce and AI talent in the AMER, Easter EMEA, and LATAM markets while supporting the career growth of Salesforce and AI professionals. Our mission revolves around people helping people and advancing the Salesforce ecosystem through talent acquisition and career development.

In this instance, we represent an enterprise organization seeking full-time Salesforce Marketing Cloud talent. The right person for this role has worked with Salesforce Marketing Cloud including several Builder and Studio tools for 3-6 years.

About The Employer: Big, stable, and complex.

A global technology company. In its current state, this organization provides advanced network solutions and cutting-edge technology for business and consumer customers, connecting them to the digital world. Their mission is to deliver reliable and affordable connectivity solutions that enhance the quality of life and seamless access to information, entertainment, and communication. In its future state, this organization is innovating/leveraging advanced network technologies and enterprise services to help customers succeed in an increasingly digital world. Their growth strategy will likely involve continued investments in infrastructure, strategic partnerships, and a commitment to customer experience and corporate social responsibility.

Benefits: Abundant.

• Healthcare Flexible Spending Accounts. Employees can contribute pre-tax dollars for healthcare and childcare expenses. They provide an annual employer match of $250-$500 per employee for FSAs.
• A very well-performing 15% annual bonus plan.
• Medical, Dental, and Vision Insurance. Health insurance plans cover medical, dental, and vision, with the majority of premium costs covered for employees and their families.
• Paid Time Off. Employees receive 3+ weeks of paid time off annually, increasing with tenure. They also receive paid holidays, sick leave, and parental leave.
• Additional Perks. They provide resources such as adoption and surrogacy reimbursement, disaster relief funds, and employee community service programs. Employee events are also hosted.
• Education and Growth. They provide tuition reimbursement of up to $5,000+ per year for continuing education. Mentorship, career development tools, and internal career mobility opportunities are also offered.
• Life and Disability Insurance. Life and disability insurance is free to employees, and supplemental plans are for purchase.
• Wellness and Work-Life Benefits. Resources include fitness reimbursement, employee assistance programs, and flexible work schedules to support physical and mental health.
• Employee Discounts. Employees can access technology, entertainment, travel, insurance, and discount programs. Discounts range from 15-50% with select partners.
• Retirement Plans. They offer 401(k) and pension plans, matching employee contributions up to 6% of pay. Additional retirement planning resources and education are provided.

Interview Process.

Beginning with the first interview to a potential offer, this is generally a 3-4 week process with 2-3 hours of live interviewing.

• 60-75 minute panel interview with up to 3 team members. Scenario questions will evaluate your abilities using the STAR method. Each panelist will focus on key duties.
• The 30-45 minute web meeting with the hiring manager focused on soft skills, collaboration, culture, and use case/technical skills.
• A 30-45 minute web meeting with me to discuss your experiences and career goals to determine if the roles are a good fit.
• A follow-up 15-minute call with me to review any remaining questions and discuss the next steps and interview preparations.

After these interviews, the hiring organization will evaluate and decide the next steps for offering a role. The goal is to fill the jobs quickly but ensure the top candidates are hired for these important positions. When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position.

The Job Details: Responsibilities and required skills.

This role is about designing, troubleshooting, and executing sophisticated, data-driven email, SMS, and push campaigns using Salesforce Marketing Cloud, including Journey Builder, Email Studio, and Mobile Studio, to deliver exceptional, personalized experiences that achieve customer success and operational improvement KPIs.

Job Responsibilities.

• Collaborate with cross-functional teams, including Product, Marketing, Brand, Customer Experience, and e-commerce, to develop and execute customer-centric strategies aligned with goals.
• Design and troubleshoot personalized, data-driven campaigns using Salesforce Marketing Cloud tools (Journey Builder, Email Studio, Mobile Studio).
• Stay updated with Salesforce Marketing Cloud updates, industry best practices, and emerging trends.
• Work closely with Solution Managers, Product Managers, and Product Owners to refine business requirements and establish timelines.
• Develop and maintain documentation to support efficient processes.
• Refine customer segmentation strategies based on data-driven insights.
• Monitor and analyze campaign performance, provide recommendations for improvement, and optimize engagement and conversion rates.
• The above is about discussing strategic business initiatives and key operational objectives. In order to qualify for this role, you've got to speak "that language," so to speak.
• Enhance self-service optimization and streamline user experiences.

Minimum Job Requirements.

• Adaptability and initiative with enthusiasm for learning and adopting new technologies
• Excellent organizational, time management, and multi-tasking skills
• 3 - 6 years implementing and optimizing email and mobile customer success campaigns using Salesforce Marketing Cloud
• Collaboration and communication skills to partner with internal teams
• Expertise in designing and executing personalized, data-driven campaigns
• Strong analytical and problem-solving skills with the ability to derive actionable insights from data
• Experience working with Salesforce Marketing Cloud tools like Journey Builder, Email Studio, and Mobile Studio

Closing Notes.

If you are an experienced Salesforce Marketing Cloud professional looking for your next, best career option. If the above is interesting and feels like a good fit, please click apply—let’s chat. I’d be honored to make the connection and, where I can, help you advance your Salesforce Marketing Cloud career.