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Implementation Specialist & Support

AudiencePlus

AudiencePlus

Customer Service
Phoenix, AZ, USA
Posted on Sunday, January 21, 2024
About AudiencePlus™

AudiencePlus is the pioneering software platform for Owned Media that enables marketing teams to bring their revenue strategy into the modern era by building, engaging, and converting their owned audience. Marketers can launch a beautiful media property on their website without writing a single line of code, reveal detailed audience engagement data at the individual and account levels, and activate first-party intent data to connect audience engagement to revenue outcomes.

We believe that every company is becoming a media company, and are creating software, content, and community to help.

Industry-leading companies like Crossbeam, Five9, Gainsight, Nextiva, and Zuora are taking back control of their pipeline by building and engaging their audience with AudiencePlus. We raised a $5.4M Seed round of financing in March 2022 led by Emergence Capital with participation from Forum Ventures, Worklife Ventures, GTM Fund, and the CEOs of Gainsight, Guild Education, Redis, and Zoom.

About The Role

As an Implementation Specialist & Support, you are at the forefront of helping our clients implement and go-live with their AudiencePlus sites. Ultimately, your collaboration and partnership with your Customer Success, Product, and Engineering counterparts will drive maximum value for customers.

This customer-centric role includes helping companies navigate their technical setup to ensure fast time-to-value. It demands a deep understanding in three key areas:

  • Domain, Subdomain, Proxy Services
  • Technical configurations, API Integrations
  • SEO, Canonicals, Redirects

Note: This role is based in Phoenix, AZ only. Expectations are to be in-office (downtown Phoenix) for at least 70% of the time. We are willing to pay relocation expenses for the right candidate.

What You Will Do

In addition to ensuring clients launch rapidly, you will provide ongoing support of their AudiencePlus sites, resolving issues and working closely with engineering on related product updates, bug fixes, etc., including:

  • Managing, improving and revising the AudiencePlus customer implementation processes, the tools and technology for formatting customer data in Google sheets (and/or related tools), and building and maintaining scripts for importing data, scraping customer article content and page SEO details
  • Guiding and advising customers on best practices and technical set up options via domain, subdomain, CNAMES, ANAMES, proxy and other domain-related configurations
  • Providing solutions and answers needed to successfully complete technical configurations and API integrations
  • Perform and analyze technical SEO audits
  • As needed, provide canonical/redirect details to preserve existing customer SEO performance
  • Work with Customer Success to create walk back project plans for customer launches
  • Capture and share customer onboarding feedback with key internal cross functional teams, including product and engineering.

This role will also create related internal and customer-facing documentation and identify ways to streamline and scale implementations over time to empower clients to manage and optimize their implementations based on evolving product self-service capabilities.

Who You Are

  • Kind and values-driven with great interpersonal skills with teammates and customers
  • Minimum 3 years of experience in a technical focused role for a high-growth SaaS company
  • Entrepreneurial self-starter who can find success flying the plane while it’s being built.
  • Excellent written and verbal communicator that holds responsiveness as a key value
  • Team player who can work well with cross-functional partners in Sales, Customer Success, and Engineering
  • Bachelor's degree in Computer Science, Information Technology, or a related field (or verifiable combination of certifications and experience)
  • Proven experience and strong understanding in configuring domains/proxies, API integrations and SEO
  • Excellent communication and interpersonal skills for effective client engagement

Preferred Skills

  • Node.js/JavaScript
  • HTML and CSS
  • Basic understanding of web scraping and CSS selectors
  • Basic understanding of LLM prompting and ChatGPT functions
  • REST APIs
  • Certifications in domain management or related areas
  • Familiarity with cloud-based and SaaS solutions
  • Knowledge of cybersecurity principles related to domain protection

AudiencePlus Culture

AudiencePlus is a mission-driven company. Our founders started the company with conviction to not just win in business but to do it in a human-first way that prioritizes our teammates, their families, and all other stakeholders including customers, partners, and investors.

To do that, we’ve developed four core values to serve as a tuning fork for how we choose to operate the company:

  • Be Excellent (to Each Other): Use our gifts and talents to create excellent work with high integrity towards all stakeholders.
  • Execute Out Loud: Active feedback loops create collaborative and trusting relationships while providing accountability.
  • Ruthlessly Eliminate Hurry: Work within a rule of life that enhances, rather than distracts, from our time outside of work.
  • Embrace Childlike Joy: Find fulfillment in the journey by chasing sustainable joy over temporary dopamine hits.

We care deeply about diversity and inclusion and are committed to creating a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age. By joining our team, you’ll be at the forefront of shaping that culture, having an opportunity to put your fingerprints on creating a generational company that is transforming the relationship between brands and their communities.