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Email Delivery and Technical Marketing Specialist

San Diego, CA and Austin, TX


Company Vision

MadCap Software is changing the way organizations around the globe are creating and delivering content to their customers and employees with leading companies such as Illumina, Nestlé, VISA, Hewlett Packard, and Sony using our products, Madcaps’ software applications are used to create user support sites, online help, corporate intranets, knowledge bases, policy & procedure manuals, video tutorials, training guides and more.

Our customer-centric approach means we listen to our customers, understand their needs, and develop innovative solutions that make creating, managing and delivering content easier, faster and more cost-effective.

Position Summary

As a member of the Marketing department, you will not only provide valuable and timely technical service to our customers but also offer insight that can be influential in new product development and high-level customer decisions. The Email Delivery and Technical Marketing Specialist must have strong communication skills, advanced experience in providing customer support, and an aptitude for making high level decision-making skills pertaining to all company business.

Duties and Responsibilities:

  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Create reports for review (click through, open rates, read rates, spam traps)
  • Message content and call to action optimization
  • Manage our email reputation; monitor all email sending platforms; manage volume and cadence
  • Manage blacklists and spam traps; manage email and DNS configurations related to deliverability managing A/B testing
  • Stay up to date on all sales and marketing content trends to optimize email deliverability
  • Monitoring and coordinating email traffic sent from all our departments (marketing, sales, support, ops, etc.)
  • Work with internal IT teams to resolve issues and make recommendations for email deliverability best practices
  • Works independently and as part of a team in a customer-driven, fast-paced environment

Required Skills:

  • 1-2 years of previous experience in Client Services, Customer Service, Help Desk or Technical Support role
  • Must possess a high degree of responsibility, commitment and dependability
  • Familiarity with email systems including Mautic (or similar email automation platforms), Salesforce, and other email delivery platforms
  • Familiarity with technical email configurations including subdomains and other email sending best practices

Language Skills:

  • Strong verbal communication and interpersonal skills
  • Fluent speaking, reading, and writing in English language required
  • Professional image, work ethics, and integrity
  • Strong customer service approach required

Reasoning Ability:

  • Excellent decision-making abilities
  • Good time management and follow up skills
  • Efficient and extremely prompt response time
  • Strong attention to details
  • Excellent organizational skills and the ability to manage multiple priorities

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Standard office environment requiring regular interaction with office-based personnel, external clients, and other external business personnel. The noise level in the work environment is usually moderate.
  • Must be able to perform work safely without posing harm to self or others.
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