Customer Engagement Platform (CEP) Administrator

Customer Engagement Platform (CEP) Administrator

Description

The Customer Engagement Platform (CEP) Administrator will serve as the primary point of contact for a specific business unit employing CEP as both an asset and channel to exceed KPI goals. The CEP Administrator will function in many ways as a product manager and product marketing manager to emphasize the value of the solution, grow adoption and influence the feature set and UX for optimum business and customer satisfaction outcomes.

Primary Responsibilities

• Serve as the business unit subject matter expert (SME), business owner and champion for the platform implementation and future use cases to include:
• Master the platform features, functionality and object model
• Implement and maintain the platform as central to an integrated B2B ecosystem by working to leverage as many tools and technologies as we have access to (Adobe suite, Eloqua email, Oracle SalesCloud, etc.)
• Work with program owners and stakeholders to leverage the system as part of a multi-channel approach to achieving adoption and lead gen goals.
• Oversee user permissions and privacy compliance
• Maintain data integrity in collaboration with interdependent system owners and stakeholders
• Provide Internal and external training and orientation on the platform as the primary internal evangelist
• Be the primary program manager for regular tasks and strategic improvements for the assigned operating company and its customers
• Craft and support end-to-end customer journeys and lead lifecycle workflows around CEP in a multichannel context
• Understand foundational aspects of web analytics tool implementation (tags, sCode, plug-ins, server call types, cookies, variables, link tracking, JavaScript, HTML & packet sniffing)
• Be the primary point of contact for stakeholders and customers to maintain accurate account hierarchical relationships, prospect/customer statuses and buying group/committee roles (buyer personas).
• Be the initial and primary contact with the platform vendor with Tier II issues, including analyzing, troubleshooting and tracking discrepancies/issues until resolution
• Be the initial and primary contact customers and internal stakeholders for support issues, including analyzing, troubleshooting and tracking discrepancies, and coordinating and engaging with internal resources through issue resolution.
• Deliberately collect insights and feedback as a natural outcome of being the primary point of contact with customers, to inform stakeholder engagement for training and feature road-mapping.
• Report on performance with target accounts and plan for future year-over-year analysis, goal setting and forecasting
• Other duties as assigned to support this new and sure-to-evolve tool

Other duties:

• Manage messaging and calls-to-action using data-driven insights to provide personalized offers and experiences
• Assess customer feedback (on-site surveys, etc.), share recommendations and address with content, site and data improvements as needed
• Report on overall data integrity and program performance with target accounts

Location

• The successful candidate would be free to live near all cities within Southern Company southeastern footprint. This includes the states of Alabama, Georgia, and Mississippi.

Candidates with the following preferred qualifications are encouraged to apply:

Experience and skills:

• Experience in platform management (B2B strongly preferred)
• At least 3 years in B2B marketing or sales enablement
• Excellent communication and presentation skills and the capacity to exhibit those via Microsoft Teams
• Experience with the capabilities of the Adobe technology stack (analytics, target, and AEM) or similar
• At least 3 years of relevant experience in digital marketing, platforms and performance optimization practices; configuring and working with standard analysis tools and tag management tools like Tealium, Webtrends, Adobe Analytics, Google Analytics, PowerBI etc.
• Working understanding of B2B engagement metrics and funnel KPIs or ABM preferred
• Experience with commercial middleware systems or APIs a plus
• Successful candidates will have a grasp of technical development lexicons and processes in road-mapping, prioritization
• UX design, functional design or usability experience preferred
• Prior experience in the utilities industry a plus

Requirements

• Video pre-interview with the hiring manager for candidates who meet all qualifications
• Hiring panel interview where finalist candidates will deliver a 20-minute presentation showcasing their experience, skills, accomplishments and capabilities.

Southern Company (NYSE: SO) is a leading energy company serving 9 million customers through its subsidiaries as of Jan. 1, 2019. The company provides clean, safe, reliable and affordable energy through electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company serving wholesale customers across America, a leading distributed energy infrastructure company, a fiber optics network and telecommunications services . Southern Company brands are known for excellent customer service, high reliability and affordable prices below the national average. For more than a century, we have been building the future of energy and developing the full portfolio of energy resources, including carbon-free nuclear, advanced carbon capture technologies, natural gas, renewables, energy efficiency and storage technology. Through an industry-leading commitment to innovation and a low-carbon future, Southern Company and its subsidiaries develop the customized energy solutions our customers and communities require to drive growth and prosperity. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and govern our business to the benefit of our world. Our corporate culture and hiring practices have been recognized nationally by the U.S. Department of Defense, G.I. Jobs magazine, DiversityInc, Black Enterprise, Forbes and the Women's Choice Award. To learn more, visit www.southerncompany.com.

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Field: Sales & Marketing

Job Type: Standard

Primary Location: Alabama-Metro Birmingham/Eastern AL-Birmingham

Operating Company: The Southern Company

Other Locations: Mississippi-Coastal Area-Gulfport, Georgia-Metro Atlanta-Atlanta

Job Type: Standard

Travel (Up to): Yes, 25 % of the Time

Work Location(s):

APC Corporate Headquarters - 600 North 18th Street (600BIRMINGHAM)

600 North 18th Street

Birmingham, 35203

MPC Corporate Headquarters - 2992 West Beach Blvd (2992GULFPORT)

2992 West Beach Blvd

Gulfport, 39501

Southern Company Headquarters - 30 Ivan Allen Jr. Blvd. NW (30ATLANTA)

30 Ivan Allen Jr. Blvd. NW

Atlanta, 30308

Req ID: APC2007617