Messaging Deliverability Specialist (SMS/WhatsApp)

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform. We’ve unlocked unicorn status following our Series D round We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, Avon, CNN, and the list goes on.

Having recently unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M USD in CARR (Committed Annual Recurring Revenue). Insider was named a leader in the The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and eCommerce Personalization.

When our team founded Insider, they not only sought to create a product company, but to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100projects shecodes, sheleads and shemarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers. 

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.

Key Responsibilities

• Develop SMS/WA strategies for fast-growing clients
• Determine the segmentation strategy, sequencing, and dynamic content for all SMS/WA clients
• Work closely and consistently with the team to collaborate on the best strategies for our clients.
• Deliver monthly reports with analysis of the performance of campaigns/flows along with strategic recommendations for continual improvement
• Must have knowledge for SMS sender ID, ling code, short code, Branded URL
• Monitor campaign delivery, troubleshoot issues, and ensure timely delivery of SMS messages
• Stay up-to-date with SMS marketing regulations and best practices.
•  Ensure compliance with relevant laws (e.g., TCPA) and maintain an understanding of opt-in and opt-out processes.
• In-depth knowledge of TCPA Guidelines and Regulations
• Knowledge of various platforms (Twilio,, Sinch, and other SMS platforms)
•  Should be aware of creating WhatsApp Business Accounts, and verifying phone numbers in a single flow
•  Should be aware of WhatsApp usage policies, brands, and content filtration policy.
• Provision of status updates to the customer after each spot check and mitigation
• Responsible for manual system testing, checking, and scanning of content, plus follow on recommendations re. best practices and SMS/WA methods.
• Prepare presentations that document key learnings from test results.
• Conduct monthly meetings with customers on "Lessons Learned" from each campaign, including successes and challenges, and use these to develop better campaigns in the future.
• Proactively investigate and manage issues affecting email deliverability.
• Create and deliver reports to demonstrate factors affecting deliverability and reputation.
• Developing materials to promote the team, including presentation materials and case studies that highlight the challenges faced and the creativity, technology and methods used to overcome them.
• Understand and follow workplace policies and procedures.

Skills and Requirements

• Bachelor's degree, preferably in Business, Computer Science or related field
• The right candidate will have 3+ years of relevant experience / knowledge in the following areas:
• Marketing with a Digital marketing focus
• Customer intelligence
• Customer acquisition, development and retention practices
• Campaign planning, execution, segmentation and targeting techniques
• Email technology (prior experience in deliverability operations)
• Expert level knowledge of audience development through email platforms
• Familiarity with the major ESPs, Google Analytics, and email analytics systems a must
• Previous experience working with the big four inbox providers on deliverability, with an appreciation of emerging delivery challenges
• Demonstrated understanding of email, SMTP, MTAs, IP strategies, authentication technologies, reputation strategies, data hygiene, privacy, opt policies, anti-spam policies, SNDS, JMRP, Google postmaster, yahoo FBL.
• A proven track record of success with growing customer engagement
• Basic HTML and Email design / production experience

Additional Requirements

• Extremely organized and thorough
• Track record of successful consulting
• Strong academic record including a degree
• Excellent written and verbal communication skills
• Ability to work effectively in a team environment; ability to work independently; ability to travel infrequently
• A genuine interest in business challenges and ideation of solutions to meet customer business objectives
• Superior conflict resolution, decision making and interpersonal skills
• Strong problem-solving skills: diagnosis, root-cause assessment, option evaluation and resolution
• Ability to manage multiple responsibilities and assignments simultaneously under strict deadlines

Additional Skills Advantageous To The Position

• Expertise in HTML, CSS, JavaScript and other coding paradigms for digital marketing
• Knowledge of SAAS products and customer base preferred
• Experience with an ESP, ISP

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

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