Senior SMS/MMS Compliance Analyst
We are currently seeking a Senior SMS/MMS Compliance Analyst based out of our Boston office (remote would be considered with appropriate experience) to provide world-class service and lead the team in troubleshooting and resolving delivery issues due to aggregator or carrier filtering. Ideally, we are looking for an experienced Senior SMS/MMS Compliance Analyst or someone who has worked “hands-on” as a subject matter expert in SMS/MMS dealing with customers and is looking to expand their experience working to manage a positive environment for e-commerce sending customers to be successful.
Our Compliance team supports our customers by serving as a protection against fraud, abuse and other violations that may affect their sending environment. Compliance is the watchdog resolving delivery failures and identifying abuse through work with customers, ISPs and anti-spam organizations for the entire sending environment making recommendations for optimization. The Senior SMS/MMS Compliance role will give you a well rounded experience in leading the entire process of the SMS/MMS and email industries working with a wide range of senders. The Senior SMS/MMS Compliance Analyst will also lead the charge in identifying new strategy and improving existing SMS/MMS processes.
Why the role is important…
The Senior SMS/MMS Compliance role is a highly valued role at Klaviyo, and gets a lot of attention and focus from the rest of the company. At Klaviyo, we know how important the customer experience is and Compliance ensures the needs of the customer are fully met by providing an efficient process as well as educating our customers on the importance of meeting all of the aggregators complex roles in order to receive great delivery. We pride ourselves on customer retention and our philosophy at Klaviyo is to treat our customers as partners. Compliance is in charge of managing these very important tasks.
How you'll make an difference...
- Develop new strategy and improve the current SMS/MMS application processes
- Process complex short code and number port applications
- Inform the team on SMS delivery concepts and how to teach their importance to our customers
- Educate the team and our customers on SMS delivery best practices, sending and content strategies
- Work directly with customers to resolve aggregator compliance issues
- Review customer delivery metrics, trending, and reputation data; make recommendations for optimization
- Review customers and prospects sending practices making sure they are in compliance with our TOS as well as SMS regulations, terminate or educate customers as necessary
- Lead the team in identifying new regulations and improving processes to ensure the best customer experience
Who you are...
- 4+ years experience with SMS/MMS sending for a third party sender/Application Provider, Aggregator or Carrier working directly within the SMS/MMS process
- Has excellent managerial/leadership skills
- Familiar with SMS delivery best practices regarding sending strategy and content
- Has enthusiasm and passion for helping customers
- Loves to troubleshoot and solve complex problems!
- Cares about trust and transparency
- Has outstanding analytical skills
- Comfortable working with business stakeholders, and technical development teams and who can help negotiate priorities and resolve issues
- Has an extensive understanding of SMS and MMS related technologies, including short code provisioning, number porting, aggregator rules, application provider processes, differences in carrier regulations, and the overall security threat landscape
- Has a considerable understanding of Email-related technologies, including SMTP, DNS, FBLs, authentication, bounce types, email abuse, spam and security threat landscape, as well as email deliverability concepts and best practices
- Technical Writing/Blogging and training experience are a plus
- Familiarity with Python, SQL, Command Line, GitHub, CRM applications (such as Salesforce.com)
- Bachelor's degree, preferably in an IT-related field or relevant experience
Get to know Klaviyo
Klaviyo is a world-leading marketing automation platform dedicated to accelerating revenue and customer connection for online businesses. Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. The company's hybrid customer-data and marketing-platform model allows companies to grow by fostering direct relationships with customers, without giving up their valuable data to popular big-tech ad platforms. Over 265,000 innovative companies like Unilever, Custom Ink, Living Proof and Huckberry sell more with Klaviyo. Learn more at www.klaviyo.com.
Klaviyo does not tolerate and prohibits discrimination, harassment or retaliation of or against job applicants, contractors, interns, volunteers or employees by another employee, supervisor, vendor, customer or any third party.
Get to know Klaviyo
Klaviyo is a world-leading marketing automation platform dedicated to accelerating revenue and customer connection for online businesses. Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. The company's hybrid customer-data and marketing-platform model allows companies to grow by fostering direct relationships with customers, without giving up their valuable data to popular big-tech ad platforms. Over 265,000 innovative companies like Unilever, Custom Ink, Living Proof and Huckberry sell more with Klaviyo. Learn more at www.klaviyo.com.
Klaviyo does not tolerate and prohibits discrimination, harassment or retaliation of or against job applicants, contractors, interns, volunteers or employees by another employee, supervisor, vendor, customer or any third party.