Careers
At Pica9 you'll find a diverse, close-knit group of people in a supportive environment where you are given opportunities to achieve all of your career goals.
When you join the Pica9 team, you join a family. A family of people who support you in both your personal and career growth. We are confident in our team, which is why we operate 100% remotely and make work-life balance a top priority.
Customer Success
Our Listeners: making sure every customer's unique needs are satisfied - from business plans to technical questions.
Customer Support Representative
Pica9’s Customer Support team is on the front line ensuring our customers and users are able to do their jobs and realize the value Pica9 and our supporting solutions provide. Our support team is here, ready and willing to help, whether it’s an Administrator or Designer working to configure CampaignDrive to meet the needs of their users in the field, or a Field User looking for assistance to locate and/or customize a specific asset. Customer Support at Pica9 is a critical function that requires top-notch leadership and dedicated people who care deeply about getting our customers what they need, when they need it.
If you love working in a fast-paced, start-up environment, building and evolving business processes, and taking care of customers on a daily basis, we’d love to chat.
As Customer Support Manager you’ll oversee the Customer Support operations and team to ensure world-class levels of support to all of our users. You will provide coaching, mentoring, and direction to team members and look for opportunities to find economies of scale in our processes. As a member of the Support team, you will also work directly with Pica9 customers to help them with product questions and ensure their success with CampaignDrive and our other marketing tools. You will play a critical role in the company and will have the ability to accelerate your career. Working in a fast-paced company, you’ll need the ability to learn quickly and have the self-motivation and determination it takes to succeed in a rapidly evolving market.
The right candidate will have a proven ability to learn new technology and support end users in getting value from the technology. S/he will also have the ability to work closely with our Customer Success, Professional Services, and Product teams to deliver the best possible service to our customers.
Responsibilities
- Become a product expert on Pica9’s CampaignDrive and supporting Local Marketing Automation solutions
- Work with Account Management, Professional Services, and Product teams to ensure customer success
- Represent the customer internally and advocate for their needs
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
- Provide leadership, coaching, and guidance to the members of the Customer Support Team ensuring the enhancement of the quality and efficiency of the team
- Provide clear, accurate, prompt and courteous communication with customer through support calls and emails
- Escalate product issues as necessary to meet our customers’ needs and ensure our Service Level Agreements (SLAs) are met
- Measure and assess the team’s performance in terms of responsiveness, accuracy in responses, and SLA achievement
- Manage Help Desk systems and track support issue progress
- Assess data for completeness, integrity, and accuracy
- Analyze our processes and customer support data to find opportunities to improve our workflows, reporting, and product to drive efficiencies for our users and our internal teams
Qualification and Skills:
- At least 3-5 years of technical support experience at a SaaS-based company
- Passion for solving problems and taking action
- Proven Tier 2+ Support responsibilities and skills
- Prior experience at a Marketing Technology / software company a plus
- Prior Team Lead responsibilities a plus
- BA/BS degree required
Customer Success Manager
Driving customer success is your passion! You are an innovative leader who demonstrations a knowledge of your customers’ businesses and a desire to move their strategic goals forward.
The Customer Success Manager is responsible for the long-term relationship and health of Pica9’s customers. You will own and manage a defined book of business to ensure our customers successfully adopt and optimize their use of Pica9, driving business value, ensuring renewals year after year, and finding ways for customers to deepen their relationship and do more with us.
A proven self-starter, the Customer Success Manager is responsible for aligning with your customers and understanding what “value” means to them. You will develop and own account plans that drive value achievement, contract renewals, and contract growth. This starts with understanding your customer’s business, who benefits from our solution, and how Pica9 can help them address their business challenges.
Core Responsibilities:
- Establish and own trusted strategic advisor relationship with enterprise clients, focusing on adoption, retention, and customer satisfaction.
- Review customer business needs and requirements to determine proper application configuration.
- Promote continued value of our products and services and ensure annual renewals across all accounts.
- Establish and maintain relationships at all levels of management within your accounts.
- Work with client to establish and achieve goals/KPIs that drive value, loyalty, and revenue growth.
- Conduct Strategic Business Reviews and regularly review and report on customer adoption metrics.
- Manage and escalate account risk to ensure issues are addressed in a timely manner, and positive account health is maintained.
- Serve as an advocate and the point of escalation for both the customer and the Pica9.
- Assist with client onboarding process wherever needed.
- Keep meticulously detailed and organized notes for all internal/external customer discussions.
Required:
- 5+ years of experience in Customer Success or Account Management, preferably in SaaS or subscription business model
- Passionate about driving value and ensuring your customers’ success
- Strategic thinker who can balance addressing the tactical day-to-day needs of a customer with the long-term, strategic relationship needs
- Experience managing sales process and closing upsell/cross sell contracts
- Experience working with enterprise clients
- Impeccable written, verbal, and presentation communication skills in-person and remotely
- Detail oriented and analytical
- Strong team player but comfortable taking on tasks alone, a self-starter
- Travel to visit key customers as required
Desired:
- Prior experience ensuring renewals, customer satisfaction, and generating revenue
- Bachelor’s degree in business, communications or similar
- Experience and understanding of marketing automation
Marketing
Our Trendsetters: in-tune with the market and our customers to develop products and positioning aligned with their needs.
Marketing Operations Specialist
We are seeking a results-driven individual for a newly created role of Marketing Operations for Pica9’s award-winning brand management platform, Pica9. Pica9 manages and maximizes the brand power of more than $50 Billion in global brands every day. We are adding this specialized position to our marketing team to support the exponential growth we are experiencing.
The Marketing Operations Specialist role will work collaboratively with the marketing, sales, and product teams to build and optimize demand generation campaigns that generate leads and contribute to pipeline growth.
This individual will help ensure the success of Pica9’s demand generation strategy and marketing funnel optimization activities. Using inbound marketing tactics such as search engine optimization, email marketing, drip campaigns, social media, landing page conversion testing, online advertising, and more, you will help to increase message reach, qualify lead flow and help increase revenue through your support of the sales organization.
We are looking for someone who is passionate about implementing and supporting cutting edge inbound marketing strategies that dramatically scale inbound leads. Strong candidates will have demonstrated experience with email marketing and nurture programs, as well as marketing automation and CRM. You’ll work closely with sales and product leadership to ensure there
Key Responsibilities:
- Research target audiences and accounts to help define and segment customers
- Assist in the development and implementation of demand generation campaigns
- Write and edit content for landing pages, email campaigns, social media posts, blogs, eBooks, website messaging and other assets
- Review data analytics to gain insights on improving campaign effectiveness and driving results for the sales team
- Assist in measuring and reporting results for campaigns and assess against key metrics
- Implement automation tools and strategies to streamline processes where needed
- Conduct competitor and market research, and make recommendations as necessary
- Work across teams to ensure lead generation goals are met
- Evaluate and maintain marketing databases and software, ensuring usability
Qualifications:
- 3+ years demonstrable experience working in marketing and/or sales with a focus on lead qualification, content creation, and/or demand generation
- BA/BS or equivalent industry experience
- Understanding of the principles of inbound marketing
- Excellent communication skills, both written and verbal – comfort with both written and face to face interaction
- Understanding of SaaS marketing preferred
- Faster-than-average pace; multi-tasker; ability to learn independently, quickly, thoroughly, and in detail
- Thrive in a rapidly growing company and enjoy determining new solutions and changes to existing approaches as needed to keep pace with opportunities
- Familiarity with online/social media, planning, research, and analytics
- Experience with HubSpot, Salesforce or similar tools
This role reports to the VP, Marketing and is based out of our NYC mid-town office.
Development
Our Product Builders: building the only true SaaS platform for local marketing automation - we practice Agile Development to give developers the best environment to iterate, implement and innovate.
Senior Web Developer
A strong object-oriented developer with mastery of modern web-based development with a proven track record of hands-on implementations. Senior developers are responsible for delivering roadmap items in our SaaS application. Must be fluent in PHP, or Javascript with PHP familiarity, and working knowledge of queues, caching and source control. 5+ years exp.
Technical Lead
Utilize minimum requirements to create, oversee and direct technical team processes, development strategy, resources and modify full life-cycle software development of company products to optimize within architectural structure.
Minimum requirements: Bachelor’s Degree or foreign degree equivalent in Computer Science, Technology or a related engineering degree and 3 yrs of experience in the job offered or a PHP web development position.
Experience may have been obtained concurrently and must include:
3 yrs of experience with object-oriented programming;
2 yrs of experience in Agile full life cycle software development using any combination of Scrum and Kanban;
2 yrs of experience with SQL optimization experience;
2 yrs of experience using any combination of CSS, Javascript, and HTML experience;
2 yrs of experience in AWS infrastructure performance, tuning, and security;
2 yrs of experience in training other developers in technical process management.
Must have legal authority to work in U.S.
My experience working at Pica9 has been only positive. The collaborative culture is focused on collective successes, while supporting the individual's career goals and professional development.
