Job Description
Iterable is the top-rated AI-powered customer engagement platform that helps organizations like Redfin, Priceline, Calm, and Box to activate customers with joyful interactions at scale. With Iterable, organizations drive high growth with individualized, harmonized and dynamic communications that engage customers throughout the entire lifecycle at the right time. Iterable’s data engine, ease of use, and flexible and open architecture makes it the best platform to close the data activation gap by bringing together customer data, ability to design the experiences, deliver them and optimize them. All in one platform. We’ve surpassed $200M in ARR and have raised more than $230M from top-tier investors like Index Ventures, Viking, and CRV. Nearly 1200 companies from over 50 countries around the world rely on us to captivate their many millions of users.
Iterable helps brands unlock growth in the digital era by enabling joyful customer experiences with individualized communications based real-time behavioral data, harmonized cross-channel communications based on customer lifecycle, and dynamic always-on journeys that adapt to customer signals. Our powerful customer communication platform helps marketers manage end-to-end customer engagement programs with enterprise-grade security, compliance and controls for their customers.
Iterable’s momentum grows daily and there has never been a more exciting time to join the team! We’ve been recognized as one of the Best Places to Work - SF for the past five years, recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and we were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.
We have a global presence with offices in San Francisco, New York, Denver, and London, and recently expanded our operations to Australia and New Zealand. Iterable’s reach extends worldwide, and we have remote employees across the globe. As we scale, we continue to live by our core four, founding values - Trust, Growth Mindset, Balance, and Humility. To understand the Iterable story, and learn more about our mission, explore our Culture and About Us page.
The Role:
As a member of our implementation team, you will be responsible for all deep technical subject matters on implementation projects, on-boarding new enterprise-level customers to Iterable’s omni-channel marketing automation platform. You will work closely with the implementation project lead, taking ownership of driving the technical discussions with the customer’s developer resources, with the ultimate goal of providing a seamless implementation process and exceptional customer service along the way. As the Professional Services team in EMEA looks to continue its growth, this individual would also be expected to take on a dual role for some portion of their time, running projects directly in place of an Implementation Consultant in periods of low team bandwidth.
The role is ideal for an individual who possesses very deep technical skills and aptitude, great communication skills, experience navigating through the IT infrastructure of enterprise organizations, and is comfortable functioning as a direct project manager/consultant when necessary.
Position Details:
- Lead enterprise technical implementation discussions and 3rd party integrations for Iterable customers
- Conduct technical discovery sessions with customers to gather information on use cases and technical requirements, aimed at allowing us to provide tailored technical solutions which best fit the customers’ needs.
- Provide deep technical guidance on enabling mobile communication channels using Iterable SDKs or Iterable API endpoints
- Facilitate troubleshooting sessions and efforts, to unblock customers experiencing challenges with unique integrations, infrastructure elements, and parts of their tech stack (e.g. SSO config, HTTPS proxies, deep linking)
- Plan and guide customers on how to best conduct use case testing for mobile, integrations, and workflows
- Coordinate internal resources, customer resources, and third parties/vendors for the smooth execution of all technical aspects of each implementation
- Successfully and effectively manage simultaneous, diverse technical implementation projects on schedule, within budget and with high customer satisfaction
- Identify any team technical knowledge gaps and develop training to build and cultivate knowledge
- Develop detailed technical implementation tools (e.g., requirements gathering templates, diagram technical landscapes with data flows)
- Proactively identify potential changes within our application that would make our customers' lives easier
- Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
The Ideal Candidate Will Be/Have:
- Bachelor’s degree or equivalent experience
- Previous experience with software implementations for enterprise customers as the technical lead
- Deep experience in delivering complex solutions at the enterprise level
- Experience implementing software that manages complex processes for all types of end-users
- Strong experience with APIs, data feeds, Mobile SDK (Android & iOS), 3rd party integration technologies, NoSQL, AWS and HTML, CSS, or Javascript
- Experience conducting in-person presentations to executives (C-suite & VP level)
- Proactive about anticipating and addressing technical issues before they arise
- Experience architecting solutions, integrations, and system communications
- Strong organizational skills with the ability to deliver on multiple projects at a time
- Demonstrated ability to manage ambiguity and apply problem-solving skills
- Passionate about technology and working in a fast paced environment
- Extraordinary Customer Service acumen and excellent interpersonal skills
- Desire to teach new customers about the platform
- Willingness to travel if necessary (infrequent requirement)
- Must be located in the Greater London area
Bonus Points:
- Experience in the marketing automation or email marketing space or mobile space
Perks & Benefits:
- Competitive salary, meaningful equity, & pension
- Comprehensive Private Medical Insurance
- Balance Days (additional paid holidays)
- Paid parental leave
- Fertility & Adoption Assistance
- Paid Sabbatical
- Flexible PTO
- Monthly Employee Wellness allowance
- Monthly Professional Development allowance
- Complete laptop workstation
Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Iterable will also consider for employment qualified applicants with arrest and conviction records.