Mary Goss Email & Phone Number

* Handle ticket escalations, especially pertaining to matters related to policy compliance* Work with Sales to vet potential customers* Work with Legal to review escalations, and also best define and enforce our policies* Work with Product to ensure our tools are working as efficiently as possible, and come up with new processes for common issues our team runs into* Manage programs with cross-team stakeholders, including a large scale project to best define our policies internally, which requires managing many different team members' contributions, each on a tight turnaround time* Monitor our sending infrastructure and provide remediation services when necessary, working in conjunction with our email provider to remove blocklistings* Attend industry events to ensure that our team has the most up-to-date resources and industry knowledge possible* Regularly meet with newer team members to help them best grow in their roles and offer support as they take on new responsibilities* Have ownership over monitoring tools that help keep our infrastructure safe from third-party attacks* Create and improve scalable processes to allow for more efficient case handling for the entire Deliverability and Compliance team, which reduces need for escalations and helps avoid friction for both customers and team members

San Francisco Bay Area

* Manage Pardot's abuse desk, bounce rate, and spam complaint rate case work* Remediate operational email abuse * Keep customer temperature low and minimize attrition risk while working through anti abuse remediation case work* Assist with creating documentation and training for sales* Work with clients via email to remediate direct spam complaints* Assisting with DNSBL remediation* Monitor IP reputation for both shared and dedicated IP addresses, in order to ensure infrastructure reputation is not compromised for all clients.* Keep up-to-date with ever changing legal requirements, privacy regulations, and related email and SMS marketing best practices.* Provide technical support services to clients by educating them on email best practices, focused on the goal of maximizing delivery to the inbox and minimizing complaints and message rejections

San Francisco Bay Area