VP Client Services — Engineering
Location: Scottsdale
ClickSquared is the premier real time relationship marketing services provider of intelligent, multichannel marketing solutions creating perfectly timed, personalized interactions across all online and off–line direct channels. Leveraging a team of mareting and technology experts and an on–demand marketing platform, ClickSquared develops and executes accountable acquisition, growth and loyalty programs to help build some of the world’s best known brands including ARAMARK, Boston Celtics, Cable One, Comcast, Dr. Pepper/ 7–Up, Four Seasons Hotels and Resorts, Greyhound, Hawaii Visitors Bureau, HomeAway.com, Hyatt, Montage Resorts, Omni Hotels, Pleasant Holidays, Sirius, Starwood, Sovereign Bank, Tuesday Morning and US Bank.
ClickSquared is seeking a VP of Client Services to lead a technical service delivery team of data management, database, and application engineering professionals in a fast paced, high growth environment. The individual will be responsible for providing overall technical, process and quality leadership for this team, that is responsible for planning, specifying, designing, building, operating, and using outsourced client marketing solutions. These solutions are deployed on ClickSquared’s leading–edge Interactive Marketing platform. The position encompasses providing solution leadership, interfacing with account teams and clients, and ownership of the overall production environment.
Candidates must have experience managing teams of 30 or more people in high velocity and high availability, quality focused service environments, as well as the ability to drive standard processes to ensure ongoing success. The ideal candidate will also have demonstrated success implementing and maintaining marketing databases, and supporting client program execution in various channels including eMail, interactive communication channels, and print. The role requires excellent communication skills, process and quality expertise, and experience with implementation of methods to ensure production application availability 24x7. Must be able to lead collaboration and design reviews with account teams and clients and managing a diverse group spread over multiple time zones.
:: Essential Duties & Responsibilities:
- Service Delivery — Lead the team in the specification, design, build, testing and deployment of all marketing services including databases, interactive communications, analyses, and reports
- Work Management — Effectively manage dozens of client and operational work activities in parallel that might include up to 6 new deployments (>200 hours each) of solutions each quarter as well as the servicing of hundreds of smaller requests (< 20 hours) that require similar specification, tracking, and quality deployment
- Team Management — including staffing, training, coordinating, organizing, monitoring and coaching technical employees and must be able to inspire technical people to achieve outstanding results
- Process Definition, Measurement and Improvement — Define standard processes for small tasks (somewhat custom), larger (more custom), and maintenance (recurring) projects. Establish measures to track success of quality, schedule, efficiency, learning and team
- Quality Management — Oversee and adjust the QA process to insure quality delivery
- Solution Leadership — Provide overall solution delivery leadership to ensure initial success of designs and schedule. Provide creativity to help account teams meet client objectives
- Communication — Support client communication activities directly and through standard reporting and written status communications. Provide executive communications regarding process compliance, efficiency, quality, capacity.
:: Required Experience & Skills:
- 7+ years experience building automated online and offline marketing solutions as a project manager and/or a solutions architect
- 7+ years building marketing databases and/or data warehouses
- 7+ years experience as a database developer (SQL Server 7, 2000, 2005)
- Expert in Structured Query Language and Transact SQL
- Experience as a liaison between marketing and technology teams
- Experience working directly with clients to develop technology driven solutions
- Experience with electronic communications (email, SMS, MMS) and anti–spam initiatives preferred (CAN–SPAM, Bonded Sender, GoodMail, Domain Keys, Sender Id, SPF, deliverability)
- Experience managing teams of 20+ resources delivering database and application implementations in a servicing environment
- Must possess exceptional leadership, people management, interpersonal, organizational and communication skills, both written and verbal
- Ability to anticipate and build contingency staffing plans
- Experience working in a fast moving environment and the ability to handle various tasks at once. Knowledge of data warehousing and reporting solutions
- Knowledge of property management systems, particularly Opera, Springer Miller, VisualOne, a plus
- BS/BA degree in Computer Science or Computer Information Systems
