computer support specialist Remote
Job description
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
Overview:
The Salesforce Marketing Cloud Specialist role at Lumen Technologies is crucial in driving key initiatives that align with the organization's customer-centric objectives and enhance the overall digital experience for our CenturyLink and Quantum Fiber customers. In this role, collaborate closely with diverse teams, including marketing, brand, customer acquisition, customer retention, and customer support, to ensure customer data and market insights effectively fuel digital engagement. The ideal candidate thrives in a dynamic, fast-paced team environment and is goal-oriented and results-driven, exhibiting a solid aptitude for continuous learning and growth.
Key objectives include:
Collaborating with team members to map the customer journey, identifying crucial touchpoints and opportunities for digital engagement. Utilizing Salesforce Marketing Cloud, you will track and analyze customer engagement, gather feedback from surveys (such as NPS and interactive email), and leverage insights to drive customer-centric decision-making.
Designing and implementing personalized, data-driven campaigns that resonate with customers and foster one-to-one relationships. You will harness Salesforce Marketing Cloud's capabilities, including Journey Builder, Email Studio, and Mobile Studio, to develop targeted and relevant email, SMS, and push strategies that enhance digital engagement and customer experience. Developing a comprehensive understanding of the organization's customer base, encompassing demographics, preferences, and behaviors. Employing Salesforce Marketing Cloud's tools and data integrations with Salesforce Service Cloud and/or API-triggered events from various Salesforce applications, you will strategize and execute relevant customer communications throughout the customer journey. Playing a vital role in assisting the Digital Experience organization build more robust, meaningful customer relationships. Design/drive self-service optimization and design to boost customer satisfaction and contribute to the company's transformational and CSAT objectives.
The Main Responsibilities
- Designing and executing personalized, data-driven email, SMS, and push campaigns using Salesforce Marketing Cloud tools such as Journey Builder, Email Studio, and Mobile Studio, ensuring engaging customer experiences across all touchpoints.
- Enhancing self-service optimization and design to streamline user experiences and drive efficiency.
- Collaborating with cross-functional teams, including Product, Marketing, Brand, Customer Experience, and eCommerce, to develop and execute customer-centric strategies aligned with organizational goals.
- Working closely with Solution Managers, Product Managers, and Product Owners to refine business requirements, coordinate deliverables, and establish timelines.
- Partnering with CRM/database marketing leads to develop campaign list criteria and segmentation requirements, reducing operational timelines and improving efficiency.
- Refining customer segmentation strategies and enhancing targeting based on data-driven insights and results.
- Monitoring and analyzing campaign performance, providing recommendations for continuous improvement, and optimizing engagement and conversion rates.
- Developing and maintaining documentation, such as campaign workflows, data flows, and technical specifications, to support efficient and scalable processes.
- Keeping up-to-date with Salesforce Marketing Cloud updates, industry best practices, and emerging trends, continuously refining strategies and tactics to improve customer digital engagement.
What We Look For in a Candidate
- As a Salesforce Marketing Cloud Specialist at Lumen Technologies, you will bring your expertise to the forefront in marketing, CRM, and customer engagement roles. With a minimum of 3 years of relevant work experience, your focus on digital marketing, data-driven campaigns, and customer journey optimization will showcase your deep understanding of marketing automation platform tools and capabilities, particularly Salesforce Marketing Cloud.
- Your hands-on experience implementing and managing Salesforce Marketing Cloud solutions, including Journey Builder, Email Studio, Mobile Studio, and other tools, will enable seamless integration with various systems and platforms. Your proven track record in developing and executing successful, personalized, data-driven marketing campaigns that drive engagement and customer loyalty will ideally be rooted in the telecommunications or data communications industry.
- Your ability to develop email campaigns using HTML, CSS, and GUI environments and employing A/B testing for creative/segmentation optimization is vital. Your familiarity with other marketing technologies, such as CRM systems, marketing automation platforms, web analytics tools, and data visualization software, will foster a comprehensive understanding of the marketing technology landscape.
- As a team player, your experience collaborating with cross-functional teams, including product, marketing, customer acquisition, customer support, customer retention, and IT, will contribute to a collaborative and results-driven work environment. Your excellent project management skills, proficiency in the Microsoft suite (Word, Excel, PowerPoint), and ability to manage creative and operational requirements in a fast-paced agile environment will be indispensable.
- Your strong analytical and problem-solving skills will enable you to extract actionable insights from customer data and translate them into effective marketing strategies. Your continuous learning mindset will keep you updated on industry trends, best practices, and platform updates, ensuring the organization's marketing efforts remain cutting-edge and relevant.
- A Bachelor's or Master's Degree in marketing, communications, information technology, or related fields. An academic background in social media marketing, data analytics/data-driven marketing, and consumer market behavior will be considered a plus.
- Possession of Salesforce Certified Marketing Cloud Email Specialist Certification and/or Marketing Cloud Admin Certification.
- Experience working with enterprise analytics platforms like Google Analytics, Looker, and SQL.
- Experience in leading solution delivery via Scaled Agile Framework (SAFe) processes.
- Familiarity with enterprise agile project management tools like JIRA, Confluence, and Workfront.
- Experience using Google Analytics and implementing Google Retargeting audiences to support Journeys within Salesforce Marketing Cloud.
What to Expect Next
Requisition #: 328676
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Range
85230
189360
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
