I manage a team of SME's who work with our Enterprise customers providing them not only deliverability guidance but also strategizing with them on out of the box solutions to be able to get the most out of their marketing efforts while still following best practices. We also work with Product, Enablement, Tech Writers and Leadership to help mold the future of Klaviyo and how we present deliverability to our customers.

* A driven leader taking email compliance and deliverability at Klaviyo to the next level. * Manage technical infrastructures, software systems, and building a team of talented individuals. * Support individual contributors with the Klaviyo product* Coach and mentor a team of compliance and deliverability specialists to provide the ultimate experience for Klaviyo customers* Lead a team that establishes and effectively communicates best practices for both compliance and deliverability.* Lead a team to maintain working relationships with all major mailbox providers.* Directly resolve escalated customer complaints by providing support and guidance on non-technical questions, especially when working to improve customer sentiment.* Manage the day-to-day operation of the compliance and deliverability specialists who work with our customers.* Think critically about what the team offers and how it executes. Propose and implement changes to systems and processes to help the team be successful.* Set clear goals and drive ongoing improvements to team operations and customer experience.* Create, iterate and document compliance and deliverability processes, policies, and standards.* Drive thoughtful and effective communication with both Klaviyo customers and Klaviyo teams.* Track the overall health of the email deliverability business and compliance systems at Klaviyo. * Build a collaborative working environment where a diverse set of voices are empowered. * An effective collaborator with sales, product, support, and engineering teams.

* Researched and solved delivery and deliverability challenges for enterprise-class customers with a specialty working with service providers. * Advanced SparkPost’s deliverability practice by leveraging the data footprint and participating in the broader email community. * Created and delivered best practice content to customers and prospects through blog posts, white papers, speaking engagements and support templates.* Represented SparkPost in the deliverability community by participating in conferences, forums and mail lists.* Provided insight into current and evolving guidelines that regulate inbox placement at major mailbox providers in the US and EU* Looked to as one of the email best practices experts.* Took a very “hands-on” approach to researching and diagnosing deliverability issues by querying datasets, examining 3rd party insights and running experiments* Developed very comprehensive reporting for service providers that was productized.* Worked with Product to blend deliverability insights with the data into the product.

* Set the policy and procedures for compliance and deliverability at SparkPost.* Drove the development and improvement of technology and resources for our compliance and deliverability systems.* Drove the execution of the internal roadmap to execute my vision.* Owned the health/reputation of SparkPost’s shared environments.* Owned the business outcomes for the compliance systems at SparkPost.* Managed the day-to-day operation of the compliance and deliverability specialists who work with our customers.* Collaborate with stakeholders to productize the compliance tools and grow a team to handle escalations and support the Support team.* Led my team to develop working relationships with all major mailbox providers.* Led a team that developed a documentation sweet to assist support in effectively communicating best practices for both compliance and deliverability.* Represented SparkPost as an industry expert at events like MAAWG, ESPC, and so on.* Led, coached, and mentored to help SparkPost employees learn and grow.

As a COMPLIANCE LEAD I mentor team members on policies and procedures handling abuse on the SparkPost Cloud Network while developing improved process to keep the cloud network performing at optimal levels. Examples include:• Evolve compliance policies to protect the platform from abuse from vetting new customers, to early detection of abuse and its remediation• Design and maintain shared pool architecture as well as developing policies in conjunction with the postmaster to optimize the delivery of our customers’ messages• Expand security best practices and compliance skills across the Customer Success team through ongoing training programs (Compliance Team and Frontline Support)• Develop full documentation suite including response templates used by Support and Compliance team• Group reporting of key performance metrics to the SparkPost executive management team• Work with our business operations and engineering teams to enhance analytics and automationAs a SENIOR DELIVERABILITY ANALYST I mentor team members on policies and procedures handling deliverability issues on the SparkPost Cloud Network while developing improved process to keep the cloud network performing at optimal levels. Examples include:• Handle escalations for high end customers as the subject matter expertise in all aspects of email messaging and best practices• Develop procedures for team to monitor and manage shared IP pools to maximize deliverability• Expand industry leading deliverability advisory skills across the Customer Success team through ongoing training programs (TAMs, Frontline Support and Tier 2 Support)• Develop full documentation suite with response templates used by Frontline and Tier2 Support and TAM teams to resolve deliverability issues.• Training customers through blogs/faqs/documentation and in-person training• Attend M3AAWG conferences to keep up to speed on industry trends and standards while being a liaise with other messaging experts

* As a Senior Deliverability Manager I consult on Enterprise accounts with a focus on Service Providers. Examples include:* Mentor junior team members in deliverability best practices and assist in troubleshooting complex issues* Provide support by educating clients on email best practices and focusing on the goal of maximizing delivery to the inbox* Develop IP ramp-up plans and execution strategy for clients* Handle escalations assisting other team members with Enterprise accounts* Train Support to handle Tier 1 deliverability cases* Develop full deliverability documentation suite used by Support and deliverability team* Develop full Service Provider documentation suite used by Service Providers to self help* Document and train Service Providers to teach their customers deliverability best practices and block resolution* Provide clients with authentication and IP assignment guidance* Work with ISPs, email blacklist, and anti spam providers to resolve deliverability issues* Monitor block reasons and assist client with resolving issues by showing them out of the box solutions* Work with customers to set up SPF and DKIM and assist with DMARC compliance* Utilize headers to troubleshoot inboxing issues

* Resolved blocks, blacklist listings and direct abuse complaints through work with customers, ISPs and antispam organizations * Reviewed customer and global delivery metrics, trending, reputation data, and authentication results; make recommendations for optimization * Reviewed customers and prospects for whitehat sending practices and compliance with our Messaging Policy, terminate or educate customers as necessary * Monitored and managed shared IP pools to maximize deliverability * Advised dedicated IP customers on IP allocation strategies and reputation monitoring * Participated in deliverability and antispam industry groups and forums to keep informed of industry trends and help resolve issues that may arise * Helped develop and improve internal processes * Worked with product management and engineering to optimize product features for deliverability and compliance * Worked with other teams to advise on internal tools development * Contributed to deliverability best practices documentation and blog posts * Assisted with deliverability and compliance recommendations for on-prem customers and prospects as necessary * Represented the company at industry and company events

* As a Deliverability Services Consultant I provide consultation on one-to-one communication development, best practices, and optimization efforts for IP Warm Up and On Going Deliverability needs. Examples include:* Monitor SMTP block reasons and assist client with resolving issues by showing them out of the box solutions.* Strategic Roadmap Development: Inventory all facets of an existing one-to-one communications program and identify strengths and weaknesses. Based on findings, provide recommendations for short and long term strategic initiatives.* Customer Contact Strategy: develop multi-channel contact strategies tailored to individual customer segments.* Data Analysis: help clients gain insights into their business and customer behavior through analysis of campaign data, transactional data, customer profile data, etc.* Provide support by educating clients on email best practices and focusing on the goal of maximizing delivery to the inbox.* Generate and review reporting related to deliverability-focused metrics therefore maximizing ROI.* Provide clients with authentication and IP assignment guidance.* Develop IP ramp-up plans and execution strategy for clients.* Show clients how to segment data for each ISP during IP ramp-up in the ExactTarget Marketing Cloud Application.* Develop and assist clients with reconfirmation/re-engagement strategy.* Work with ISPs, email blacklist, and antispam providers to resolve deliverability issues.* Provide clients with in-depth deliverability analysis leading to continual deliverability improvement.* Return Path Webinars: Developed and held webinars for new or renewed SFMC Inbox Tools Clients. This training has been instrumental in lessening customer churn by teaching the client to use the tool as well as its importance. I have been an advocate of the partnership between Return Path and Salesforce by using both RP Inbox Tools SFMC Tracking to get the full picture of inbox placement and deliverability.

* As a Deployment Specialist Practice Lead I meet with the Deployment Specialist Team on a monthly basis. Tasks include:* Presenting new tools to the team* Developing documentation, processes and procedures for the team* Connecting with individual team members to trouble shoot issues* Developing best practices for deployment* Connecting with other teams for cross training

* As a Marketing Consultant I provide consultation on one-to-one communication development, best practices, and optimization efforts for during IP Ramp Up. Examples include:* Strategic Roadmap Development: Inventory all facets of an existing one-to-one communications program and identify strengths and weaknesses. Based on findings, provide recommendations for short and long term strategic initiatives.* Customer Contact Strategy: develop multi-channel contact strategies tailored to individual customer segments.* Campaign Optimization: work with clients to optimize one-to-one and online marketing campaign performance.* Data Analysis: help clients gain insights into their business and customer behavior through analysis of campaign data, transactional data, customer profile data, etc.* Provide support to clients, by educating them on email best practices, focused on the goal of maximizing delivery to the inbox.* Generate and review reporting related to deliverability-focused metrics such as bounce rates, open rates, bounce details, etc.* Provide clients with authentication and IP assignment guidance.* Develop IP ramp-up plans and execution strategy for clients.* Show clients how to segment data for each ISP during IP ramp-up.* Develop and assist clients with reconfirmation/re-engagement strategy.* Work with ISPs, email blacklist, and antispam providers to resolve deliverability issues.* Provide clients with in-depth deliverability analysis leading to continual deliverability improvement.* Monitor block reasons and assist client with resolving issues by showing them out of the box solutions.

* As a Deployment Specialist I collaborate with members of the ExactTarget Campaign Solutions team to manage, create and deploy campaigns on behalf of ExactTarget clients by executing tasks related to audience segmentation, email scheduling and email sending. Specific tasks include:* Managing subscriber data, import and segmentation using a combination of ExactTarget tools and database queries.* Scheduling deployments in the ExactTarget application and providing completion communications to the client.* Conduct quality assurance reviews and other activities to ensure the accuracy and timeliness of email deployments.* Monitoring the campaign post-deployment to validate completion.* Develop robust campaign documentation, including customer specific work instructions.* Prepare customer assets for hand off to other team members.* Create complex SQL queries to segment out ISP volumes during IP Ramp Up.

* As a Campaign Manager I work with ExactTarget clients and members of the Services team to develop a client-specific set of workflows, documents, reports, schedules and other materials for each campaign. Tasks include but are not limited to:* Customized Campaign Request Forms (CRFs)* Campaign and client-specific editorial calendars* Content of client-specific custom reports that will be coded by an ExactTarget database developer or other resource* Rules of engagement and/or service level agreements that indicate agreed-upon turnaround times for emails of varying complexity, CRF submission deadlines, content and email approval deadlines* Serving as the primary point of contact for the client, and managing the overall email/landing page deployment process, including:* Receiving Campaign Request Forms and validating the completeness and accuracy of its contents with the client* Receiving .psd files and/or other creative inputs and validating the completeness and accuracy of each* Receiving data related inputs from the client and communicating data counts, subscriber/segment information and leading the process of correcting or clarifying perceived inaccuracies in that data* Communicating and negotiating the feasibility and timing of rush/one-off campaigns (in accordance with SLA)* Updating the CRF with in-process changes and ensuring that both the client and the ExactTarget resources associated with the campaign are aware of those changes* Conducting final review of campaign documents and approving deployment* Conducting regular analysis of automated/triggered sends to ensure ongoing accuracy and completeness of execution* Managing the complaint/mitigation process for send-related issues

* Manage the customer experience for full service accounts of keystone clients* Manage/deliver Production Mailing Programs (ramping up of new IPs) as well as Strong Delivery Services (maintenance of IP reputation) for keystone clients* Project Management of high level projects for keystone clients; Maintain detailed awareness of client business issues, industry trends, consumer trends, market status and competition all while keeping track of budgeting and timelines* Maintain knowledge of customer mailing practices and strategic business objectives* Conduct weekly and monthly customer meetings. Educate customers on best practices when needed to increase delivery rates. Pulling data directly from clients systems and educate clients on the meaning of their actual trends* Work collaboratively with Services Team to ensure proper configuration and necessary monitoring components are installed on customer’s appliance* Serve as the escalation point for customer satisfaction issues alerting management when needed, championing support cases that impair client’s ability to successfully send messages through the StrongMail system* Product Manage product upgrades and important s/w patches for the client from beginning to end* Escalate product enhancement requests from customers to the Product Management team* Establish/maintain a complete understanding of the clients overall marketing goals both email and social media with the ability to help customers leverage their StrongMail applications to meet those objectives* Up-sell products and services that will provide growth for the clients business* Renew subscription and/or support contracts* Participate in the creation of new Service Offerings as a subject matter expert* Increase keystone client’s education on delivery offerings and expertise* Investigate and handle first tier deliverability issues and consultation with clients

* Research/Answer subpoenas; summons and preservation requests for Internet abuse* ISO 9001 Quality Manager* Troubleshooting Email deliverability issues both inbound and outbound and working extensively with internal and external mail administrators* Project Management - Working with the development team and internal team members to design new internal tools and processes* Investigate and resolve abuse/security related issues, complaints* Project management of multiple high profile projects* Testing and configuration of upgrading software for Abuse email handling and response (Abacus)* System Administration for Abacus* Adding, removing and updating data in mysql/postgres databases* Configure and manage 100 plus firewalls approving and implementing rule requests utilizing the CheckPoint NGAI R55 Provider-1 GUI client

* Office Management Duties: accounts payables, accounts receivables, tax deposits, pay roll, and billing* Paralegal Duties: drafting documents, research, and billing for time* Legal Secretary Duties: transcription, typing 80 wpm, proofreading, filing, faxing, copying, scanning, and mass mailings.* Office Specialty: Corporate Bankruptcy

* Project Management of complex voice and data orders (i.e. Large projects involving Frame Relay, ATM, Local Digital, Voice, Internet, ISDN-PRI, Point to Point)* Interface with Internal Provisioning Functions (DSIG, IAC, Dedicated Provisioning, etc.) to ensure intervals are met* Create and manage Project Plan / timeline* Status Customer and Internal Account Team* Manage Cutovers: scheduling, troubleshooting issues prior and during cutovers* Escalation of Implementation issues* Hand off Post-Implementation work package to Client Service Representative