Client Success and Implementation Specialist

BlueLena is the industry leading marketing solutions provider for newsmedia. Our marketing platform and strategic managed services accelerate digital transformation for community journalism by providing the technology, proven best practices and marketing expertise to develop audiences and grow reader revenues. We are growing quickly and seeking a Client Success and Implementation Specialist to join our fast-paced, mission-driven team.

BlueLena is:

• Customer-centric
• Collaborative
• Purpose-driven
• Diverse and inclusive
• A vital strategic partner for community-based media organizations

Our unique shared resource management approach allows publishers of all sizes to benefit from world class technology delivered at scale, along with the continuous strategic support and resourcing that allows media to focus on high-quality content creation. We drive rapid audience growth and monetization by working with publishers and editors to align their brands, newsroom resources and content strategies to their audiences’ needs. We believe high-quality, relevant and credible community-based journalism is vital to a democratic society and we are committed to building a long-term sustainable future for local media.

Position Description:

This is a full-time position with excellent growth potential for a problem solver with a “can-do” attitude. You will report to the Vice President, Agency Services and be responsible for supporting BlueLena’s coalition of clients across email, social, CRM, access control (e.g. Pico) and other conversion channels. This position requires strong attention to detail, data analysis, planning, organization, and effective interpersonal communication skills. An understanding of the marketing funnel, automation processes, and a keen interest in emerging technologies and best practices in data driven marketing are all desirable attributes for this individual.

Responsibilities:

• Become an expert on our software product, systems and data integration, and marketing automation processes. This will include the ability to understand and articulate the technical capabilities of the BlueLena marketing platform and our solution offerings so you can advise and empower clients on all the tools and resources available through our managed services.
• Build and grow relationships: you will be a first responder for BlueLena’s client base, troubleshooting and resolving technical issues, and helping reduce and remove friction between our clients and the use of our data stack. This role involves working closely with the VP of Agency Services, to help with implementation, onboarding, training, coaching, and ongoing client support.
• Primary daily point of contact: a main role of the CSS is to interface daily and directly with our clients, become a resident expert on all aspects of our platforms, best practice approaches, and the broader trends across the media industry — helping to bridge the gap between product and customers.
• For new customers, the Agency Team will be the first post-sale contact they will engage. You will work with a new customer from the project initiation stage onwards, so a “can-do,” “happy to help,” “go the extra mile” attitude is required at this critical stage. You will be called upon to answer questions ranging from simple-to-complex, tactical-to-strategic, while involving other team members as required to support the resolution on behalf of the client.

Typical Daily Tasks:

• Respond to client needs via email or zoom, owning that interaction from inception to resolution
• Troubleshoot technical platform issues and document cause, effect and resolution
• File support tickets and followe up with BlueLena technology partners for resolution
• Advise clients on best practices with our marketing stack and relevant use cases
• Assist clients with urgent needs and usher them toward solutions and favorable outcomes
• Act as first line of defense for triaging & debugging platform health issues
• Exceed client expectations on quality, timeliness of response and overall customer experience
• Continuously train to become an expert on the BlueLena’s marketing stack, digital marketing concepts, and the media industry trends.

Position Requirements:

Bachelor’s degree in any STEM or Business discipline or proven mastery of a technical field, preferably in a consumer marketing organization. Must be able to multi-task and keep on top on multiple priorities and clients simultaneously. Knowledge of email marketing, social media, and current web publishing standards would be highly regarded. Organizational and strong interpersonal communication skills required; ability to think analytically and problem solve. MS Office proficiency.

About BlueLena:

BlueLena was founded in 2020 by an experienced team of journalists and newsmedia marketing executives to create a sustainable future for independent local media. We do so by deploying world class technology and delivering the expertise and professional services to build and support subscription, membership and donation models for long-term success. Today we support over one-hundred newsrooms across the United States and Canada.

The BlueLena publishing membership represents a diverse mix of over one-hundred non-profit and for-profit newsrooms, including pure digital and hybrid print + digital publications, as well as established and new media brands. Our clients represent membership with the Association of Alternative Newsmedia (AAN), LION Publishers, the Institute for Nonprofit News (INN), the National Association of Hispanic Press (NAHP), the Black Press Association (NNPA), and the Local Media Association (LMA).

We facilitate the sharing of best practices through a weekly newsletter, community Slack channel, and monthly Zoom meetings where we spotlight success stories from across the BlueLena publisher consortium.

BlueLena is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We are founder-funded and backed by investment from Old Town Media, a New York-based firm that has supported The Colorado Sun, Chalkbeat and Medium, among other media-related projects.

Please send resume and cover letter via email to danielle@bluelena.io