Customer Support, Integrations Lead

Splash   •  

Phoenix, AZ

Industry: Technology

  •  

Less than 5 years

Posted 33 days ago

About Splash:

We believe the most powerful marketing happens in-person. Our mission is to develop the most innovative eventtechnology on the planet to help marketers reach and engage their target audiences in-person. From simplifying event asset creation to capturing attendee insights and measuring event impact, Splash enables marketers to efficiently scale event programs and connect event-driven engagement to business results. More than half of the Fortune 500 use Splash to streamline event marketing execution and optimize performance.

The Role:

As the Integrations Lead at Splash, you are the conductor to the data symphony. You can bring clamor to composition by troubleshooting and optimizing Splash's integrations with other marketing automation softwares.

Key Responsibilities:

  • Create Splash Integrations Support troubleshooting strategy workflow and metrics
  • Develop and document best practices in marketing automation and cross-platform data integrity, including GDPR requirements
  • Troubleshoot with clients via email, phone and chat
  • Lead team training, QA, and feedback sessions with support team
  • Review strategy requests and escalated platform issues documented by Specialists
  • Consult with Specialist on Normal level tickets for strategy, accuracy, tone, format
  • Analyze customer experience and user behavior to influence product roadmaps
  • Product liaison and influencer for Integrations product roadmaps, feature scoping, development, release and improvements
  • Identify and create integration-specific guides, product releases, FAQs and multimedia
  • Coordinate with Solutions team for upcoming integrations, custom builds, and prospect needs

Qualifications:

  • BA/BS preferred or equivalent work experience with demonstrated proficiency
  • 3+ years of Customer Support experience
  • 2+ years of experience supporting software integrations
  • Experience in Enterprise SaaStechnology
  • Experience with Salesforce, Marketo, Zapier, HubSpot, Eloqua, BlueJeans, Nexudus and general API postback
  • Ability to effectively communicate verbally and in writing, across varying backgrounds and management levels - convey technical information to a non-technical audience
  • Expert with Google Docs, Microsoft Office and relevant software programs in your field