Total 39 job vacancies by Acoustic

• 2023 Telstra Best of Business Award + SmartCompany Finalist
• 93% customer satisfaction scores in the past 12 months
• Significant growth opportunities

What We Do
Acoustic Blinds and Curtains offers Blinds and Curtains designed to reduce noise and absorb sound. We are an innovative new business helping to solve the problem of noise pollution – affecting millions of people every day.
We offer a world first acoustic treatment that has been scientifically tested to reduce noise and absorb sound – with unlimited applications.
We have a customer list that includes government, ASX listed companies, top education institutions and tier 1 builders.
Visit https://www.acousticblindsandcurtains.com.au/ to learn more.
Explainer video:
https://levity.wistia.com/medias/dy250afim6
How it works video:
https://levity.wistia.com/medias/ax2b7oua0m

Who We Are
We are a fast growing, dynamic team with varied work experience and expertise – including window furnishings, textiles, applied sciences, marketing, sales and finance.
What we do have in common is that we are entrepreneurial, hardworking and fun loving. We tackle new opportunities and challenges with enthusiasm; we don’t wait for someone else.
We share and listen to ideas from everyone to continuously improve. And we do it our own way we’re not afraid to innovate and disrupt.
We try new things and learn as we go.
We are excited to have a world of opportunity in front of us!

The Role
Production Manager (Manufacturing)
Reports to: Operations Manager
Hours: Full Time Position (Sydney Location)
Salary: $70,000 - $80,000 per annum plus superannuation
Job summary: Manage and coordinate manufacturing workflows for Acoustic Blinds and Curtains.
The role includes:
• Work with Directors to develop manufacturing strategy and financial forecasts for the manufacturing team
• Manage production workflow and scheduling of curtain production
• Maintaining of production quality standards with manufacturing team
• Managing production budgets to drive gross margin and achieve production efficiencies
• Manage third party supplier relationships relating to curtain production
• Forecasting and scheduling of sewing resources
• Troubleshoot production and machinery challenges
• Maintain accurate records of all inventory and conduct monthly stocktake
• Identify opportunities for business improvement relating to production and manufacturing
• Process improvement – we have a process – but we are always open to ways that we can improve. We expect you to find ways to improve our process so that you and the rest of our team can be more efficient and effective.

Other
Hustle – this role is about getting things done – we want someone who has energy and who likes to move - to tick off a to do list.
Problem solving – you are going to face a lot of challenges in the role – and we’re a new business so we don’t always have a manual. We want someone who sees problems and challenges – and enjoys finding a solution.
Organised – you will be managing a large volume of workflow. We will give you the tools and processes to be successful – however you will need to be organised.
Independent – we are a small team and will support you – however we cannot and do not want to micromanage. You will own your work.
Working as a team – we are a small team, and we work together closely. We all value teamwork.
Flexible – we value flexibility in our work. We will work with you to find a schedule that works for everyone – and then we will be flexible for you.
Entrepreneurial – as an innovative small business, there are unlimited opportunities for new products and related businesses.

Why this is the opportunity for you:
• Sleep better – knowing that you are selling a product that has a real, positive impact on peoples lives (by helping them sleep better amongst other things!)
• Opportunity to learn, grow and make a real impact on a fast growing business!
• Work with a team that values fun, laughter, and each other in a collaborative and casual work environment.

Join a unique enterprise-grade company and make your mark as we continue to grow and evolve. The #1 independent marketing cloud. Acoustic is driven to unleash the brilliance in marketers. We offer the industry’s leading open marketing ecosystem comprised of intuitive, AI- powered products that are purpose-built for marketers. Acoustic serves an international client base of more than 3,500 brands including Fortune 500 companies. Our innovative product portfolio includes solutions for digital marketing, marketing analytics, content management, personalization, mobile marketing and marketing automation. We're also committed to unleashing the brilliance within our own teams. For more information please visit acoustic.com. 

 

The Role: 

Are you the kind of person who can keep everyone focused and moving forward while still being able to roll up your sleeves and get the job done? Unlock your career potential by helping customers realize the full value of Acoustic. The Provisioning Project Manager reports to the Director of Provisioning and is committed to providing complete, timely and accurate provisioning of global client environments and components for Acoustic Products including Acoustic Connect. Acoustic Connect is the next-gen, one of kind, holistic solution which has come together in a singular platform from decades of innovation that provides a critical set of communication, marketing, and analytics tools. This role will require your ability to manage provisioning projects in which Provisioning Engineers complete complex processes and configure environments based on client needs. The Provisioning Project Manager must be able to build, adjust, adapt, and execute all responsibilities in a fast-paced environment.   

 

The Provisioning Project Manager collaborates with Provisioning Engineers and SMEs, Onboarding Services, Customer Success, Product Management, Product Engineering, DevOps, other leaders, and customers who work in Marketing and/or IT departments. This position requires energetic hands-on experience and leadership from a candidate who is resourceful, confident under pressure, and has demonstrated skill in project delivery with a diverse set of stakeholders.  

 
What You'll Do: 

• Earn the Business and Technical certification for the Acoustic platforms.  
• Become proficient in the Acoustic platform Provisioning Processes. 
• Manage projects in our client portfolio, leading the Provisioning Engineers to accomplish project goals within set timeframes. 

• Monitor progress of tasks against plan and help Provisioners keep steps in motion for timely completion. 

• Report project status and issues in regular project meetings with leaders and other teams. 

• Partner with Provisioning Engineers, Customer Success, Professional Services, and Channel Partners to deliver Acoustic ordered products in a timely basis. 

• Communicate with Onboarding Services, Customer Success, and client stakeholders to confirm ordered / expected configurations. 

• Define, design, build and manage Provisioning project plans, including assessment of plan completeness, dependencies, and satisfaction of all contractual provisioning obligations and deprovisioning. 

• Escalate with various internal stakeholders to remove blockers to delivery.  

• Possess hands-on project management skills including resource planning, dependency/issue/risk management, tracking and reporting. 

• Assist in changes to Acoustic Provisioning delivery scope, process, schedules, or results to avoid delays and meet client expectations. 

• Identify and collaborate with Account Managers and Onboarding to ensure Provisioning is well coordinated with Onboarding deliverables. 

• Listen and communicate with customers and management in a professional and articulate manner, diffusing critical customer issues and building client confidence. 

• Quickly prioritize managing multiple projects simultaneously. 

• Demonstrate strong business acumen with the ability to quickly assess key issues and identify the right resolution. 

• Demonstrate comfort learning new systems, processes, and products quickly. 

• Understand key tasks of Provisioning processes to assist in ad-hoc task completion or success-a-thon to assist in delivery if needed. 

• 10+ years’ experience as a project team lead or in a project manager function. 

• Proficient in MS office, Jira, Confluence. 

• Extensive experience in project planning and implementation to prioritize work activities and accomplish project goals within set timeframes. 

• Leadership skills – taking control of how a project will unfold requires someone who can direct others, delegate, boost morale, solve problems, and keep everything flowing. 

• Attention to detail – allowing things to slip through the cracks can derail progress and cost valuable money and time. 

• Multitasking skills – demands come from various people throughout the day, and software project managers must prioritize and juggle them. 

• Experience with software implementation or provisioning.  

• Ability to gather requirements and assimilate that information into Project Specifications and Plans. 

• Strong communication (written & verbal), organizational, interpersonal, problem solving, negotiation, and follow through skills. 

• Impeccable organizational skills and ability to multitask.  

• Proven track record in timely project completion. 

• Experience with support ticketing and case processing software.  

• Team Lead experience within team and cross functional. Lead team discussions and champions internal improvement initiatives. 

• Experience working across organizational teams and vendors. 

• BS/BA degree. 
   

Nice to Have: 

• 5+ years’ experience within MarTech on Email and/or SMS channels. 

• 5+ years’ experience in MarTech; interactive marketing, sales, or customer support background 

• Experience and proficiency in email systems, ISP’s, data manipulation, databases, and other web technologies (HTML, CSS, Web Forms, JavaScript, FTP, XML, APIs, Web Services). 

• Experience in the Software-as-a-Service industry. 

• Experience with software development compliance policies and audit preparation (GDPR, HIPAA, PCI, ISO, software licensing). 
   

Seniority Level: Mid-level   

Industry: Information Technology & Services, SaaS  

Employment Type: Full Time  

Job Functions  

• Project Management   

• Software Support  

• Information Technology  

Engineer Job Summary Are you a high energy, motivated, smart individual who thrives in a dynamic, agile development environment? As a member of a talented and progressive development team, your contributions will immediately impact the success of the organization.

 

What you will do

• Lead, design, and develop secure, scalable, high-performance, reliable and cost-effective Data platform software and services.
• Lead and help build highly scalable and resilient services and applications for future market use cases as the industry develops.
• Designing and writing automated tests
• Review Pull Requests for quality and best practices
• Work with other engineering teams and with members of the product organization to distill internal and customer needs into requirements and tech specs.
• Facilitate knowledge sharing by owning and maintaining comprehensive documentation, participating in lunch and learns as well as other technical knowledge sharing events like our quarterly hackathons.
• Push company innovation efforts and stay up to date on industry trends and best practices.

• 5+ years of professional experience as a software developer
• At least 3 years experience building high volume scalable architectures and good understanding of how to run and monitor them successfully in production
• 5+ years experience using C or .NET
• Good understanding and practical use of Java based development stack.
• Experience building scalable software systems and a background in distributed systems, infrastructure, business logic for APIs or tooling to help debug mission critical applications
• Excellent troubleshooting and problem-solving skills.
• Experience writing and executing automated tests
• Knowledge of Jenkins for continuous integration and End-to-End automation for application build and deployments
• The ability to thrive in a fast-paced work environment that requires independent self-direction, excellent time management, strong attention to detail and an aptitude for team collaboration and open communication
• Extremely proactive and takes ownership for producing positive result

What will set you apart

• Scrum Master Certification
• AWS Associate / Professional Certification
• Strong Communication Skills and ability to communicate ideas effectively.
• Demonstrated passion for technology.

 

Acoustic is seeking a skilled and seasoned Senior Site Reliability Engineer to join our SRE team. We believe that the ideal candidate will bring innovative ideas and implement preventative measures to minimize downtime. This position is perfect for someone enthusiastic about technology and eager to contribute to the growth and success of our organization.Key

Responsibilities

• Lead major incident calls and provide solutions to the team.
• Collaborate with our SRE teams to provide early detection and response.
• Provide automated solutions for our application problems.
• Collaborate with our Engineering team to understand our products and features.
• Participate in team on-call rotation.

• 5-8 yers experience needed
• Experience in Software Engineering, DevOps, and SRE combined.
• Automation experience in AWS or other Cloud Platforms.
• Worked with at least one of the automation tools such as Puppet, Chef, Ansible, or Terraform.
• Worked with Java and tools to troubleshoot Java applications such as looking at thread and heap dumps.
• Worked with at least one of the databases such as Oracle, DB2, MySQL, PostgresDB, and MSSQL.
• In-depth knowledge of monitoring & log aggregation tools such as DataDog, New Relic, and other open source tools.
• Experience with Kubernetes, Kafka, Open Search, Hbase, MongoDB, or their variants.
• Experience with queueing stack such as ActiveMQ, RabbitMQ, or their variants.
• Experience with CICD pipelines and work with at least one of the mentioned tools: Artifactory, GitHub, Jenkins, CloudBees, Octopus, and other tools.

Nice to have

• Experience with Snowflake and Looker

As a Support Analyst at Acoustic, you will join a customer-centric team focused on providing an exceptional support experience to our customers. Acoustic is bringing cutting-edge technology to the marketing technology space.  This role provides an exciting opportunity to leverage your technical expertise and customer service skills to analyze, troubleshoot, and resolve issues pertaining to the Acoustic ecosystem of products.

What You’ll Do: 

• Provide customer support for Acoustic products including:
• Diagnosing and troubleshooting of technical issues.
• Providing guidance & best practice recommendations on product related issues
• Responding and managing customer escalations and critical issues
• Conducting root cause analysis for issues
• Managing outages and production incidents
• Prepare FAQs, upgrade notes, knowledge base articles
• Collaborating with internal Acoustic teams (engineering, devops, customer success) as needed
• Deliver excellent customer service by effectively utilizing soft skills and maintaining a positive working relationship between Acoustic and its customers and partners. 
• Identify trends across clients, cases and/or teams to initiate proactive measures/processes combatting potential problems.
• Be the voice of the customer.  Apply leadership skills to liaise between clients, client success, product engineering, and offering management teams as the client advocate for issue resolution as well as prioritizing product enhancements and defects. 
• Develop deep technical understanding and become certified on Acoustic software products, including Connect, Campaign, Tealeaf, Content, and Exchange.
• Assist with other reasonable duties as may be required being adaptable to ever changing business needs.
• Rotating shift work is required.  Includes weekend and holiday on-call rotation.

• 3+ years technical support experience in an enterprise software company, supporting external customers; web applications, email service, or analytics software strongly preferred. Tier 2 or Tier 3 support experience preferred.

• Formal training in web technology and academic understanding of applications and code.
• Knowledge of and/or background in HTML, APIs, Java, XML, basic networking, and database concepts 
• Understanding of web systems work (physical, logical, hardware, software).
• Strong analytical and problem-solving skills.
• Service-minded and customer-focused attitude.
• Ability to achieve performance targets with minimal supervision.
• A collaborative, teamwork and learning mind-set.
• Very good communication skills in English, both spoken and written.  
• Bachelor’s degree in IT or related field.

Preferred Qualifications

• Work experience as Tier 2 or Tier 3 support 
• Experience in iOS and Android application development
• Experience with CRM systems (Scribe, Salesforce, Microsoft Dynamics, Sugar)
• Coding skills in any language. 
• Experience with web applications, digital marketing solutions, content management systems or analytics software. 
• Fluency in Spanish, French, Japanese highly preferred

The Campaign Manager is responsible for leading and developing effective and efficient marketing campaigns for our large complex managed services clients. The Campaign Manager serves as the point of contact and has responsibility for marketing campaign success. This position requires hands-on experience and leadership. Must be able to identify clients’ most pressing business concerns, key drivers for success and pro-actively take action to ensure all requirements are implemented accordingly.

The Campaign Manager is expected to apply industry best practices, proactively share their expertise and project management rigor to the project(s) within their account(s). In addition, the Campaign Manager must be a Subject Matter Expert (SME) in the e-mail and digital marketing field, and Acoustic’s products. Will help maximize deliverability using the Acoustic platform by educating customers on reputation best practices, diagnosis of deliverability challenges, and management of deliverability remediation steps.

What You'll Do

• Responsible for the end-to-end campaign fulfillment leadership on complex accounts which includes email campaign development, testing and deployment.
• Responsible for meeting delivery commitments for a portfolio of campaign fulfillment programs including on-time, within budget and with quality.
• Work with clients and client teams to introduce and implement deliverability projects, products and solutions.
• Work with 3rd party partners to define value-add services that improve deliverability offering to clients.
• Manage tactical ISP relations: Whitelisting, Feedback loops, escalations, blocking, absorption, SPAM filtering
• Investigate, diagnose and resolve deliverability and SPAM escalations.
• Ensure that all applicable processes and procedures are used with the appropriate KPIs for given clients.
• Drive continuous improvements to all applicable process and procedures.
• Work cross-functionally to establish processes and procedures that optimize deliverability.
• Able to listen and communicate with clients and management in a professional and articulate manner, diffusing critical client issues and building client confidence.
• Partner with Relationship Managers, PS team(s) and/or partners to develop/ refine the service strategy that best fits a client’s needs and grows Acoustic’s presence.
• Must be a subject matter expert with a keen ability to analyze marketing campaign performance, recognize trends, and identify key areas for improvement.
• Possess high project management hands-on skills including resource planning, schedule development/execution, dependency/issue/risk management, tracking and reporting.
• Able to quickly prioritize while managing multiple projects simultaneously working with either Acoustic and/or partners.
• Ability to prepare C-level reports on account deliverables and status (oral and written) for both internal and client stakeholders.
• Lead and manage account problem resolutions which include problem determination, root cause analysis, and issue resolution, action plan development/execution and client communications.
• Demonstrate strong business acumen with the ability to quickly assess key issues and identify the right resolution.
• Demonstrate strong cross-functional team management capability to engage and manage resources across several internal functions of the company.
• Provide expert guidance to the client for defining their campaign strategy, program goals, success criteria and best practices.
• Demonstrate proficient knowledge of applicable Industry verticals (trends, regulations etc) and digital marketing trends. This insight will help Acoustic demonstrate strong value to the client.
• Lead, develop and maintain internal account summary reviews or other reporting as direct by management.
• Lead, conduct and deliver periodic campaign reviews for applicable stakeholders.
• Collaborate with sales on contract terms and upsell opportunities
• Working hours: 8.30 - 5.30 EST (Atlanta)

• Minimum of six (6) years’ experience in a marketing, agency or account management role.
• Minimum of five (5) years in marketing automation and/or email marketing fulfillment.
• Minimum one (1) years project management supporting large, complex accounts.
• Minimum of three (3) in a client-facing capacity with either a Professional Services (PS) or agency organization.
• Minimum of three (3) years’ experience in the software-as-a-service (SaaS) industry preferred.
• Interactive marketing, sales or customer support background preferred.
• Account Management and Project Management experience a must.
• Ability to multi-task and project manage in a demanding environment.
• Bachelor’s degree in a related field required, unless there is significant, relevant work experience.
• 2 years in deliverability role and/or email messaging with hands-on deliverability experience.

 

Nice to Have

• Cooperate with matrixed team members to meet goals or complete tasks.
• Must be comfortable working in ambiguous and/or stressful situations.
• Must be self-motivated and know when to seek guidance; detail-orientation is a must.
• Flexibility, ability to change priorities quickly, and capacity to handle multiple tasks.
• Effective collaborator with proven process improvement skills.
• Exceptional organization and time management skills.
• Excellent communication and interpersonal skills.
• Ability to consistently learn new technologies and apply those concepts to customer’s needs.
• Ability to work as part of a geographically dispersed team.
• Ability to work independently and as part of a team.
• Keep up-to-date on technology trends, developments & best practices.
• Ability to communicate effectively to both technical & non-technical audiences.
• Passion for continuous process improvement.

As an Onboarding Project Manager, you will support customers to fully adopt our MarTech   software platform. You'll achieve this by establishing a strong rapport with key stakeholders  and executing a process-driven onboarding experience.  You'll work directly with customers to document their desired outcomes, collaborate with sales and customer success to ensure a smooth transition in and out of onboarding, and support Onboarding Product Specialists and other members of the Services and Provisioning teams throughout the onboarding process to ensure timely project delivery.

Acoustic is a modern software platform that helps thousands of organizations around the world manage their marketing communication. In this role, you'll manage a portfolio of onboarding projects representing a diverse set of customer industries and geographies. In addition, you'll work with and be supported by several other Acoustic teams and integration partners as you lead our customers through their onboarding journey.  

We're looking for a highly organized, detail-oriented, and tech-savvy team member who excels at optimizing processes to help customers adopt new technology. If this, is you, we encourage you to apply! 

 

What You’ll Do 

• Training and Onboarding begins with our Customer Onboarding Team. Meet partners and learn the Acoustic way! 
• Work closely with customers to assess their goals and existing business practices to ensure onboarding alignment, proper account setup, and implementation support.  
• Possess project management hands-on skills including resource planning, dependency/issue/risk management, tracking and reporting.
• Track tasks against schedule, execute onboarding efforts and coordinate with internal staff to ensure milestones are met on a timely basis.  
• Communicate regularly with customers to provide project status and establish a relationship of accountability to ensure on-time delivery of the product
• Support the members of the implementation team as they conduct training programs and workshops via MS Teams and recorded webinars.  
• Measure, track and analyze results to optimize onboarding programs.  
• Strive for 100% customer satisfaction and happiness during the onboarding process.  
• Share the voice of the customer as you partner with Provisioning, Sales, Product, Services, Customer Success and Support to deliver a best-in-class customer experience.  
• Become a trusted resource for support throughout the Customer Onboarding Team. 
• Maintain detailed understanding of the Acoustic product family and services methodologies to apply within customer engagements.

• At least 2 years of experience in a customer-facing role in a SaaS environment (experience in customer success or support with an emphasis on training or implementation).  
• Experience working with our internal tools CRM systems (Salesforce), online project management tools (Trello), and internal communication tools (Slack).  
• Impeccable written and verbal communication skills and the ability and ease to interact with every level of customer to quickly build trust.  
• Strong team player but also a self-starter who can work autonomously.  
• The ability to manage multiple projects and customers
• The ability to collaborate and thrive in a fast-paced, dynamic, and evolving environment.  

 

Nice to Have 

• Bachelor’s degree in a related field required, unless there is significant, relevant work experience. 
• Previous experience in the MarTech Industry  
• Project management certification such as Certified Associate in Project Management (CAPM), Certified Project Management (CPM) or equivalent.

Provisioning Specialists report to a Provisioning Manager and are committed to providing complete, timely and accurate provisioning of global client environments and components for Acoustic Connect. Acoustic Connect is the next-gen one of kind holistic solution which has come together in a singular platform from decades of innovation that provides a critical set of communication, marketing, and analytics tools. This role will require your ability to follow complex processes, assess technical information, and configure Acoustic Connect environments based on client needs. The Provisioning Specialist must be able to adjust, adapt, and execute all responsibilities in a fast-paced environment.

Responsibilities:

• Understand client requirements and work effectively towards expedient completion of client provisioning projects.
• Complete work utilizing specialized provisioning tooling and backend systems.
• Collaborate with other technical operations and engineering teams as necessary to deliver the contracted products and services.
• Closely collaborate and communicate across different groups from Onboarding, Account Management, Sales, Development, Support, Finance to complete objectives and services for client contracted products and services.
• Continuous, quick learning of new systems, processes, and products as needed with the business adaptations and growth in the future.
• Coordinate calls as needed to discuss product configurations with clients.
• Share in the creation and deployment of internal and client documentation encompassing process, procedures, and best practices.
• Shared team on-call coverage for escalations outside of business hours.
  

• Minimum of five (5) years of relevant business experience in software support or services.
• Solid knowledge of computer software. Highly desirable skills include: email systems, internet technologies and security, cloud-based applications, SaaS, CSS, data manipulation, database operations, DNS, and Deliverability.
• Impeccable organizational skills and ability to multitask.
• Strong communication skills - written and verbal.
• Interactive marketing, sales or customer support background a plus.
• Experience with SQL is desired.
• Ability and proven experience with strategic thinking and complex decision-making a plus.
• Account Management and Project Management experience a plus.

Industry: Information Technology & Services, SaaS

Employment Type: Full Time

Job Functions

• Engineering
• Software Support

• Information Technology

he Regional Manager of Professional Services report to the Vice President of Professional Services and is committed to leading a team of various responsibilities and skill sets to provide our customers a world class experience. The team will be a combination of customer facing and backend resources, it is the manager’s reasonability to effectively utilize the team members to onboard customers on the Acoustic Connect platform. Acoustic Connect is the next-gen one of kind solution which has come together in a singular platform built from decades of innovation that provides a critical set of communication, marketing, AI and analytics tools. The Regional Manager of Professional Services must be able to adjust, adapt, and execute all responsibilities in a fast-paced environment. 

 

Responsibilities:  

• Oversee delivery of consulting, training, and configuration of customer’s Connect application  

• Ensure the Professional Services team meets objectives and delivers a world-class customer experience while adhering to standard processes and procedures 

• Manage a team of various skill levels and responsibilities and provide coaching and direction as needed. 

• Report against defined KPI’s and develop action plan if targets aren’t met. 

• Understand customer requirements and ensure team members deliver effective and efficient completion of onboarding projects. 

• Closely collaborate and communicate across leadership from Onboarding, Account Management, Services, Sales, Development, Support and Finance on business objectives, planning, and process. 

• Provide oversite management of critical customer situations to ensure positive, timely outcomes through to resolution, including executive communications and ensuring proper customer responses   

• Share in the creation and deployment of internal and customer documentation encompassing process, procedures, and best practices. 

• Shared team on-call coverage for escalations outside of business hours. 

• Minimum of three (3) years of relevant management experience in SaaS service delivery or support.  

• Experience in agile environments with strong understanding of project management with emphasis on timed delivery. 

• Experience managing distributed teams across time zones. 

• Ability to hold technical conversations in customer and internal meetings. 

• Experience in Incident and Change Management processes. 

• Ability to oversee the work of a team including the development and coaching of team members. 

• Experience with project management software. 

• Impeccable organizational skills and ability to multitask. 

• Strong communication skills - written and verbal. 

• Interactive marketing, sales or customer support background a plus. 

• Email Deliverability experience desired.  

• Experience with SQL is desired. 

• Experience with SMS and/or Email Domain configurations desired. 

• Ability and proven experience with strategic thinking and complex decision-making a plus. Highly desirable knowledge or skills include:  email systems, internet technologies and security, cloud based applications, data manipulation, database operations, DNS, and Deliverability. 

 
Seniority Level: First Line Manager 

Industry: Information Technology & Services, SaaS 

Employment Type: Full Time 

Job Functions 

• Engineering  

• Software Support 

• Information Technology 

As an Behavioral Engineer, you will play a key role is supporting customers fully adopting our MarTech software platform. You'll achieve this by establishing a strong rapport with key stakeholders and executing a process-driven onboarding experience. You'll work directly with team members and customers to implement platform components, capture and validate key experience and behavioral data, work with Provisioning Onboarding Specialist in configuring the platform, and enabling customers.

Acoustic is a modern software platform that helps thousands of organizations around the world manage their marketing communication. In this role, you'll work with and support a diverse set of customer industries and geographies. In addition, you'll work with and be supported by several other Acoustic teams and integration partners as you support our customers through their onboarding journey.

We're looking for a highly organized, detail-oriented, and tech-savvy team member who excels at optimizing processes to help customers adopt new technology. If this, is you, we encourage you to apply! 

What You’ll Do

• Training and Onboarding begins with our Acoustic Connect Behavioral Specialist Team. Meet partners and learn the Acoustic way!

• Work closely with customers to assess their environment, capture key experiences and behaviors, assist in assuring onboarding alignment, and validate proper account configuration.
• Track tasks against schedule, execute onboarding efforts and coordinate with internal staff to ensure milestones are met on a timely basis.
• Assist in Measuring, tracking and analyzing results to optimize onboarding programs.
• Strive for 100% customer satisfaction and happiness during the onboarding

• Understanding of web development and APIs

• Strong understanding of user interface design principles, with expertise in HTML, CSS, JavaScript, Json
• Experience with modern Javascript frameworks such as React, Preact, Angular, Next, Vue or Meteor
• Knowledge of and focus on the customer experience
• Understanding of industry standards for building user interface including accessibility, performance optimization, cross-browser compatibility
• Ability to advise and consult on website best practices and optimization opportunities
• Ability to translate complex concepts into actionable insights for non-technical stakeholders.
• Previous Google Analytics or Adobe analytics skills are ideal
• Strong, written and interpersonal communication skills
• Demonstrated ability in creative problem-solving and independent thinking
• Strong initiative, organizational skills, and the ability to drive projects to conclusion
• Fluency in English (native or bilingual)

Acoustic is an independent marketing cloud with the open platform needed for success in a dynamic world. We’re reimagining marketing technology by lessening the burdens of repetitive tasks and equipping marketers with powerful technology that is simple and easy to use. We give marketers more time to do what really matters—to think bigger and put themselves back into the work. We help marketers aim higher, bringing humanity back into marketing. Acoustic serves an international client base of more than 3,500 brands, including Fortune 500 companies, providing digital marketing, marketing analytics, content management, personalization, mobile marketing, and marketing automation solutions. For more information, visit www.acoustic.com .

Acoustic is proud to be an equal opportunity employer. We value diversity and are committed to providing an inclusive environment for everyone. All employment is decided on the basis of qualifications, merit, and business need.

Join our dynamic global talent team as we design and execute talent programs to continue to progress the organization in order to meet our strategic company objectives.

Acoustic seeks a seasoned Human Resources Business Partner (HRBP) to join our team in India. As an HRBP, you will play a crucial role in aligning HR strategies with business objectives, driving employee engagement and retention, and providing strategic HR support to leaders and teams.

Key Responsibilities:

• Act as a strategic partner to business leaders, providing guidance on HR policies, procedures, and best practices.
• Partner with key stakeholders globally within and out of the HR organization to drive enterprise wide initiatives.
• Develop and implement HR strategies that support business objectives and drive employee engagement, retention, and performance.
• Partner with managers to address employee relations issues, including performance management, disciplinary actions, and conflict resolution.
• Collaborate with the talent acquisition team to build in market employment branding and candidate pipelines in anticipation of business needs.
• Build and implement talent assessment and development programs addressing company-wide needs.
• Analyze HR metrics and trends to identify areas for improvement and implement solutions accordingly.
• Ensure compliance with local labor laws and regulations.

• Bachelor's degree in Human Resources, Business Administration, or a related field; Master's degree preferred.
• 5+ years of experience in HR roles, with a focus on HR business partnership. 
• Experience scaling up a dynamic and high growth software or technology business.
• Strong understanding of HR best practices, policies, and procedures.
• Self-starter and independent thinker.
• Excellent communication and interpersonal skills.
• Ability to build effective relationships with stakeholders at all levels of the organization.
• Knowledge of geographic labor laws and regulations. 

If you are a passionate HR professional who thrives in a collaborative environment and is committed to driving change, we want to hear from you!

As an Onboarding Product Specialist, you will support customers to fully adopt our MarTech software platform. You'll achieve this by establishing a strong rapport with key stakeholders and executing a process-driven onboarding experience.  You'll work directly with customers to document their desired outcomes, complete product training, obtain documentation to help our Provisioning Onboarding Specialist configure their Acoustic account, import their data, and roll out the product to their users.

Acoustic is a modern software platform that helps thousands of organizations around the world manage their marketing communication. In this role, you'll manage a portfolio of onboarding projects representing a diverse set of customer industries and geographies. In addition, you'll work with and be supported by several other Acoustic teams and integration partners as you lead our customers through their onboarding journey.

We're looking for a highly organized, detail-oriented, and tech-savvy team member who excels at optimizing processes to help customers adopt new technology. If this, is you, we encourage you to apply!

What You’ll Do

• Train and Onboarding begins with our Customer Onboarding Team. Meet partners and learn the Acoustic way!
• Work closely with customers to assess their goals and existing business practices to ensure onboarding alignment, proper account setup, and implementation support.
• Track tasks against schedule, execute onboarding efforts and coordinate with internal staff to ensure milestones are met on a timely basis.
• Prepare and conduct training programs via MS Teams and recorded webinars.
• Measure, track and analyze results to optimize onboarding programs.
• Strive for 100% customer satisfaction and happiness during the onboarding process.
• Share the voice of the customer as you partner with Provisioning, Sales, Product, Services, and Customer Success to deliver a best-in-class customer experience.
• Become a trusted resource for support throughout the Customer Onboarding Team.

• At least 2 years of experience in a customer-facing role in a SaaS environment (experience in customer success or support with an emphasis on training or implementation).
• Experience working with our internal tools CRM systems (Salesforce), online project management tools (Trello), and internal communication tools (Slack).
• Impeccable written and verbal communication skills and the ability and ease to interact with every level of customer to quickly build trust.
• Strong team player but also a self-starter who can work autonomously.
• The ability to collaborate and thrive in a fast-paced, dynamic, and evolving environment. 

Nice to Have

• Bachelor’s degree in a related field required, unless there is significant, relevant work experience.
• Previous experience in the MarTech Industry
• Minimal if any travel required.

The Campaign Manager is responsible for leading and developing effective and efficient marketing campaigns for our large complex managed services clients. The Campaign Manager serves as the point of contact and has responsibility for marketing campaign success. This position requires hands-on experience and leadership. Must be able to identify clients’ most pressing business concerns, key drivers for success and pro-actively take action to ensure all requirements are implemented accordingly.

The Campaign Manager is expected to apply industry best practices, proactively share their expertise and project management rigor to the project(s) within their account(s). In addition, the Campaign Manager must be a Subject Matter Expert (SME) in the e-mail and digital marketing field, and Acoustic’s products. Will help maximize deliverability using the Acoustic platform by educating customers on reputation best practices, diagnosis of deliverability challenges, and management of deliverability remediation steps.

What You'll Do

• Responsible for the end-to-end campaign fulfillment leadership on complex accounts which includes email campaign development, testing and deployment.
• Responsible for meeting delivery commitments for a portfolio of campaign fulfillment programs including on-time, within budget and with quality.
• Work with clients and client teams to introduce and implement deliverability projects, products and solutions.
• Work with 3rd party partners to define value-add services that improve deliverability offering to clients.
• Manage tactical ISP relations: Whitelisting, Feedback loops, escalations, blocking, absorption, SPAM filtering
• Investigate, diagnose and resolve deliverability and SPAM escalations.
• Ensure that all applicable processes and procedures are used with the appropriate KPIs for given clients.
• Drive continuous improvements to all applicable process and procedures.
• Work cross-functionally to establish processes and procedures that optimize deliverability.
• Able to listen and communicate with clients and management in a professional and articulate manner, diffusing critical client issues and building client confidence.
• Partner with Relationship Managers, PS team(s) and/or partners to develop/ refine the service strategy that best fits a client’s needs and grows Acoustic’s presence.
• Must be a subject matter expert with a keen ability to analyze marketing campaign performance, recognize trends, and identify key areas for improvement.
• Possess high project management hands-on skills including resource planning, schedule development/execution, dependency/issue/risk management, tracking and reporting.
• Able to quickly prioritize while managing multiple projects simultaneously working with either Acoustic and/or partners.
• Ability to prepare C-level reports on account deliverables and status (oral and written) for both internal and client stakeholders.
• Lead and manage account problem resolutions which include problem determination, root cause analysis, and issue resolution, action plan development/execution and client communications.
• Demonstrate strong business acumen with the ability to quickly assess key issues and identify the right resolution.
• Demonstrate strong cross-functional team management capability to engage and manage resources across several internal functions of the company.
• Provide expert guidance to the client for defining their campaign strategy, program goals, success criteria and best practices.
• Demonstrate proficient knowledge of applicable Industry verticals (trends, regulations etc) and digital marketing trends. This insight will help Acoustic demonstrate strong value to the client.
• Lead, develop and maintain internal account summary reviews or other reporting as direct by management.
• Lead, conduct and deliver periodic campaign reviews for applicable stakeholders.
• Collaborate with sales on contract terms and upsell opportunities
• Working hours: 8.30 - 5.30 EST (Atlanta)

• Minimum of six (6) years’ experience in a marketing, agency or account management role.
• Minimum of five (5) years in marketing automation and/or email marketing fulfillment.
• Minimum one (1) years project management supporting large, complex accounts.
• Minimum of three (3) in a client-facing capacity with either a Professional Services (PS) or agency organization.
• Minimum of three (3) years’ experience in the software-as-a-service (SaaS) industry preferred.
• Interactive marketing, sales or customer support background preferred.
• Account Management and Project Management experience a must.
• Ability to multi-task and project manage in a demanding environment.
• Bachelor’s degree in a related field required, unless there is significant, relevant work experience.
• 2 years in deliverability role and/or email messaging with hands-on deliverability experience.

 

Nice to Have

• Cooperate with matrixed team members to meet goals or complete tasks.
• Must be comfortable working in ambiguous and/or stressful situations.
• Must be self-motivated and know when to seek guidance; detail-orientation is a must.
• Flexibility, ability to change priorities quickly, and capacity to handle multiple tasks.
• Effective collaborator with proven process improvement skills.
• Exceptional organization and time management skills.
• Excellent communication and interpersonal skills.
• Ability to consistently learn new technologies and apply those concepts to customer’s needs.
• Ability to work as part of a geographically dispersed team.
• Ability to work independently and as part of a team.
• Keep up-to-date on technology trends, developments & best practices.
• Ability to communicate effectively to both technical & non-technical audiences.
• Passion for continuous process improvement.

Acoustic is an independent marketing cloud with the open platform needed for success in a dynamic world. We’re reimagining marketing technology by lessening the burdens of repetitive tasks and equipping marketers with powerful technology that is simple and easy to use. We give marketers more time to do what really matters—to think bigger and put themselves back into the work. We help marketers aim higher, bringing humanity back into marketing. Acoustic serves an international client base of more than 3,500 brands, including Fortune 500 companies, providing digital marketing, marketing analytics, content management, personalization, mobile marketing, and marketing automation solutions. For more information, visit www.acoustic.com .

Acoustic is proud to be an equal opportunity employer. We value diversity and are committed to providing an inclusive environment for everyone. All employment is decided on the basis of qualifications, merit, and business need.

• Understanding of web development and APIs
• Strong understanding of user interface design principles, with expertise in HTML, CSS, JavaScript, Json
• Experience with modern Javascript frameworks such as React, Preact, Angular, Next, Vue or Meteor
• Knowledge of and focus on the customer experience
• Understanding of industry standards for building user interface including accessibility, performance optimization, cross-browser compatibility
• Ability to advise and consult on website best practices and optimization opportunities
• Ability to translate complex concepts into actionable insights for non-technical stakeholders.
• Previous Google Analytics or Adobe analytics skills are ideal
• Strong, written and interpersonal communication skills
• Demonstrated ability in creative problem-solving and independent thinking
• Strong initiative, organizational skills, and the ability to drive projects to conclusion
• Fluency in English (native or bilingual)

Acoustic is a quickly growing marketing technology company. As the largest independent marketing cloud, we help to free marketing professionals from the burdens of repetitive tasks so they can focus on what really matters. With a rich technology heritage and an exciting future, we’re looking for talented professionals to join us on this journey.

 

Role Description

As a Support Analyst at Acoustic, you will join a customer-centric team focused on providing an exceptional support experience to our customers. Acoustic is bringing cutting-edge technology to the marketing technology space, leveraging AI to bring human-centered solutions to our customer’s biggest marketing challenges. This role provides an exciting opportunity to leverage your customer service skills to analyze, troubleshoot, and resolve issues pertaining to the Acoustic ecosystem of products. This includes providing support through a variety of methods including telephone, web chat, and e-mail.

Your main tasks in the role of Support Analyst 

·       Develop a deep understanding of Acoustic software products.

·       Drive resolution of support cases reported by customers through the support channels.

·       Analyze, investigate, troubleshoot, document, and track support case status from first response to resolution.

·       Provide guidance, assistance, and follow-up on customer questions.

·       Address customer cases with appreciation for business context/justification.

·       Collaborate with other support teams on cross-functional or complex cases.

·       Escalate relevant support cases to Level 2/Engineering teams with appropriate input information and maintain ownership of support cases from escalation to resolution.

·       Serve as a subject matter expert on the product’s features, functionality, and usage.

·       Observe trends in customer cases, identify areas for improvement, or initiate proactive measures.

·       With a focus on customer experience, simplify complex application information to effectively communicate with the end user.

·       Prepare FAQs, upgrade notes, knowledge base articles, and other support documents.

·       Follow guidelines, best practices, and processes for case handling.

·       Provide coverage for 2pm-10pm IST or 9:30pm-6:30am IST

·       You also will participate in an on-call rotation that will include holidays, after-hours, and weekends.

 

Basic Qualifications

·       3+ years of experience in a support role for a multinational company, driving resolution of support cases reported by customers.

·       Strong analytical and problem-solving skills.

·       Proven ability to provide an exceptional customer experience including the ability to simplify complex application information to effectively communicate with the end user.

·       Ability to communicate effectively in English, both in writing and verbally.

·       Ability to work effectively under pressure.

·       Strong procedural knowledge of customer support.

·       Strong experience in effectively handling difficult customer situations.

·       History of consistently meeting established individual performance objectives.

 

Nice to Have Qualifications

·       Bachelor’s degree in Informational Technologies

·       Experience with ITSM systems (Salesforce, ServiceNow)

·       Experience with Atlassian Tools (JIRA, Confluence)

·       Experience with web applications, digital marketing solutions, content management systems or analytics software.

·       Tier 2 support experience