Associate Client Support Engineer

Overview

About the Role:

The Operations Analyst (OA) will work with a Client Operations Manager and a multi-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 deliver high quality and on-time completion of client work 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 Epsilon’s 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 implement 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 performing and monitoring production processes and functions. This includes troubleshooting and escalation of incidents and anomalies in processing.
• Good understanding of Operational standards (ITIL framework)
• Quick learner in a fast paced, challenging work environment to resolve time bound issues
• Eagerness to learn technologies and domains
• Ability to clearly communicate 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 great teammate

Click here to view how Epsilon transforms marketing with 1 View, 1 Vision and 1 Voice.

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 increase quality of work and team productivity, including the implementation and coordination of on-going monitoring and alerting across the client solution
• Enforce guidelines, standards, and methodology on assigned account(s) to improve quality, repeatability, and on-time delivery of client marketing activities
• Find 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 multi-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
• Raise critical client issues to leadership to ensure timely resolution
• Stay abreast of the 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 partners 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 partners with respect to the daily production cycles until closure as per Standard Operational Procedure

Qualifications

• Recent graduate with Marketing or Technology-related degree, or six months 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
• Great teammate 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)

Additional Information

Epsilon is a global data, technology and services company that powers the marketing and advertising ecosystem. For decades, we’ve provided marketers from the world’s leading brands the data, technology and services they need to engage consumers with 1 View, 1 Vision and 1 Voice. 1 View of their universe of potential buyers. 1 Vision for engaging each individual. And 1 Voice to harmonize engagement across paid, owned and earned channels.

Epsilon’s comprehensive portfolio of capabilities across our suite of digital media, messaging and loyalty solutions bridge the divide between marketing and advertising technology. We process 400+ billion consumer actions each day using advanced AI and hold many patents of proprietary technology, including real-time modeling languages and consumer privacy advancements. Thanks to the work of every employee, Epsilon has been consistently recognized as industry-leading by Forrester, Adweek and the MRC. Epsilon is a global company with more than 9,000 employees around the world.

Our pillars aren't just words. They're how we show up every day.

• People centricity: We focus on employee well-being in an environment where colleagues truly care about each other.
• Collaboration: We work together, support one another, and collectively achieve goals.
• Growth: There are endless opportunities for growth through learning, development and career advancement.
• Innovation: We drive progress through cutting-edge solutions and forward-thinking approaches.
• Flexibility: We’ve created a balance between work and personal life, and we encourage adaptability to solve problems creatively.

Our values guide us to create value for our clients, our people and consumers.

• Act with integrity
• Work together to win together
• Innovate with purpose
• Respect all voices
• Empower with accountability

These pillars and values are our foundation-shaping our culture, guiding our decisions, and uniting us in common purpose.

Epsilon is an Equal Opportunity Employer. Epsilon is committed to promoting diversity, inclusion, and equal employment opportunities by using reasonable efforts to attract, recruit, engage and retain qualified individuals of all ethnicities and backgrounds, including, but not limited to, women, people of color, LGBTQ individuals, people with disabilities and any other underrepresented groups, traits or characteristics.