Brad Gurley Email & Phone Number

Burlington, Nc, Us

Atlanta, Georgia

Delivery Counts is my personal email delivery blog, with posts focused on email basics, sender education, and industry happenings. My goal is to provide delivery content for everyone - from basics to more advanced topics.

Real Magnet (acquired by Higher Logic in October 2017) came to me in late 2015 in search of a new Senior Director to help maintain momentum and provide focus for their established Delivery team. My role was to define and manage the strategy for the team, providing guidance on industry standards and interactions as well as potential improvements in day-to-day processes. In my time at Higher Logic, I implemented new sender policies and refined sales processes designed to ensure compliance with existing policies, improving our reputation and industry standing. I also worked with industry groups and other outside resources to provide guidance to the executive team on best practices and technical requirements, in addition to creating webinars, whitepapers, and blog posts designed to educate customers on the same.

In early 2013, WhatCounts was in search of a new direction for their team and the deliverability of the platform after the departure of the team's former leader. Upon taking over the Director role, I revamped and repositioned the suite of paid Delivery Services, created additional offerings to meet client needs, composed new internal and client-facing services documentation, and grew the roster of clients who purchased Delivery Services. In addition, I worked to make our team thought leaders in the deliverability space through public webinars, whitepapers and guides, and blog posts on relevant industry news and topics. Daily, I oversaw the deliverability of three application platforms and provided delivery strategy for the organization. My responsibilities included identifying and resolving large-scale delivery issues and coordinating communication with ISPs and blocklist providers as needed. I also worked directly with high-value clients and Strategic Account Managers to ensure the highest level of service was provided at all times.

When Bronto created their Professional Services team in early 2009, I was asked to help design and roll out Bronto's Deliverability Services offerings. During my time in that role, I executed all offered services, including Deliverability Monitoring and Audit services, in addition to HTML creative and account implementation services.In the scope of Deliverability Services, I monitored IP & domain reputation for clients, analyzed delivery results and consulted with clients to discuss issues and resolutions. I also communicated with ISPs to troubleshoot delivery issues and attended industry events like M3AAWG.

I was brought onto Bronto's Client Services team to provide an experienced deliverability presence to the existing support organization. In that capacity, I served as the team's subject matter expert for Deliverability best practices, troubleshooting, and escalations.I monitored client IP addresses for blocklist or feedback loop issues and performed weekly audits of client Sender Ratings. I counseled clients with reputation issues, determined the root cause of the issues, and provided best practice advice or initiated abuse enforcement action. I also managed testing and assignment of dedicated IP addresses for clients and wrote how-to and best practice blog posts for the Brontoversity blog.During my tenure, I consistently exceeded performance requirements around case volume and initial case response time, and was offered a position as a founding member of the Professional Services team.

As iContact's fifth employee and first Director of Support, I managed all technical support, deliverability, ISP relations, anti-abuse, and billing concerns. I designed and implemented all policies and procedures for the growing support organization, consistently achieving customer retention of 97% or above in addition to top-tier inbox deliverability in excess of 99%. I received an Outstanding Service Award after leading the team to a 60% improvement in average issue response time.I provided best practice guidance to clients with deliverability concerns, as well as performing anti-abuse enforcement, abuse desk management, and communication with ISPs and blocklist providers to resolve delivery and reputation issues. I also monitored the reputation of iContact's sending network and performed in-depth troubleshooting, including analysis of SMTP log data. I managed a team of 5-10 reps and handled direct client communication including technical escalations, abuse enforcement, and email deliverability concerns. I also created libraries of both internal and client-facing documentation on support and deliverability topics.

As a Member of the Global Account Services team, I provided daily support for high-value clients including Red Hat, Colgate Palmolive, and UnderWriters Laboratories. I created and maintained product catalogs, analyzed procurement forecasts, and verified product specifications, pricing, and availability.