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At PlumChoice, we're all working together towards the same goal: to revolutionize the remote services industry and deliver a better, easier, faster computer and technology support solution for our customers in North America. If you want to put your talents to work for the most exciting, high-growth service company to hit the industry, PlumChoice is the place to be!
To apply for a position at PlumChoice, you can email your resume and a brief cover letter to recruiter@plumchoice.com, attn. Hiring Manager. Please reference the Job Title in your subject line. PlumChoice Online PC Services is an equal opportunity employer. Last updated 6/5/08
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If you do not see a specific opening of interest, but would like to submit your resume for future consideration, send us an email.
Executive Director – Customer Acquisition
Financial Planning and Reporting Analyst
Engineering Supervisor
Dispatch Representative
Program Marketing Manager (San Antonio / Dallas Area)
EXECUTIVE DIRECTOR – CUSTOMER ACQUISITION
Position Summary
The Executive Director of Customer Acquisition will be responsible for planning, implementing and executing multi-channel customer acquisition campaigns to generate business growth. Focus will be on paid and organic search, affiliate programs, comparison shopping and email programs, DRTV, direct mail, radio, billboard and other online/offline media.
This position requires a self-motivated individual with a strong marketing and analytical background who can organize campaigns, analyze and use data to drive results, and manage relationships in a fast-paced environment. This individual will own the P&L for the channel through developing marketing strategies and tactical plans that meet strategic objectives for acquiring customers and maximizing profitability
Position Type: Full-time
Competencies / Requirements:
- Demonstrable success at building significant sales momentum in a direct to consumer environment with success in building a service based business.
- Proven track record developing and executing multi-channel direct marketing strategies
- Identify target customer segments in the formulation of customer acquisition strategies
- Define, identify and implement customer acquisition strategies through multiple marketing channels
- Test new venues for customer and lead generation
- Develop Marketing strategies that ensure customer base growth with profitable returns
- Seek out new partnerships for Co-Marketing opportunities
- Evaluate market share and monitor competition
- Consistently and predictably forecast and deliver financial plan commitments
- Develop and implement strategic action plans to accelerate the achievement of the channels’ long and short-term strategic objectives, principally related to new customer acquisition, customer retention, profitability and a greater understanding of unique channel qualities. Plans must include key initiatives and strategies, as well as detailed timing and tactics for the online and offline customer experience, promotions, key messaging and campaign management
- Develop testing plans and a testing strategy to maximize acquisition and lifetime value; analyze results and make recommendations.
- Lead seasonal analysis, postmortems and recommendations on all owned marketing campaigns.
- Day-to-day responsibilities will include managing ad agency relationships, directing status report meetings, helping to develop creative, understanding and analyzing data, coordinating with internal groups, and making recommendations regarding investment and operating decisions
- Maintain and foster productive working relationships with all internal support functions
Education / Experience:
- Bachelor’s degree required, MBA viewed favorably
- Minimum 5 years experience managing customer acquisition campaigns for a fast growing, entrepreneurial company
- Measurable experience in paid and organic search, affiliate programs, comparison shopping engines, email and other online programs
- Measurable experience in traditional media, including direct mail, radio, DRTV, print, outdoor, etc.
- Demonstrated ability to deliver a quantity of valuable new customers within the framework of ROI goals, as a key part of a successful business enterprise
- Ability to create the strategic direction of increasing E-Commerce activity from a variety of online media channels to expand market share
- Skills in Search Engine Optimization (SEO) along with strong PC skills that include Microsoft Office, Excel, PowerPoint
PlumChoice Online PC Services, Inc. is an Equal Opportunity Employer
Interested candidates should forward their resumes and salary history/requirements to recruiter@plumchoice.com.
FINANCIAL PLANNING AND REPORTING ANALYST
Position Summary
This employee will be a key member of the Finance team and will act as a liaison between finance and other departments within the organization in understanding, defining, interpreting, and generating external reports (required under partnership agreements) as well as internal reports used in running the business. This person must have exceptional business/systems processing skills as well as analytical skills, with the ability to analyze, understand and interpret data and make recommendations accordingly. Position Type: Full-time
Responsibilities
- Assist all departments with developing capability to measure and report on their portion of the business: COA, Margin, utilization, return on capital/investment, etc.
- Create and perform in-depth sales analysis for various partners / sales channels
- Develop detailed financial models to assist management in assessing new partner agreements
- Create, document and maintain daily and weekly custom reports for key customers, working with key personnel across departments to define customer reporting requirements.
- Create, run, and distribute daily, weekly and other periodic operational reports as required
- Review and interpret operational / financial reports identifying trends and issues
- Document and automate process for creating reports
- Propose and implement ways to improve/enhance internal and external reporting
- Assist with implementing new systems with eye to exposing key aspects of the business. In other words, help define methods for understanding the way our business operates
- Lead effort to embed metric gathering in our systems.
Competencies / Requirements:
- Microsoft Excel, including table lookup, pivot tables, formulas, graphing, import, formatting, scripting
- PowerPoint expertise, including charting
- Ability to export/extract data from various systems for use in generating reports
- Strong analytical, technical, and communication skills
- Attention to detail, ability to prioritize to meet deadlines
- Web analytics familiarity a plus
- Exceptional written, verbal, and interpersonal skills
- Ability to work across and up/down organization
- Willingness to cover full span of work required as company grows
Education / Experience:
Bachelors degree with 7 to 10 years of experience in a financial analysis / reporting role in a fast paced, growing, services/technology based organization required.
PlumChoice Online PC Services, Inc. is an Equal Opportunity Employer
Interested candidates should forward their resumes and salary history/requirements to recruiter@plumchoice.com.
ENGINEERING SUPERVISOR
Position Summary
At Plumchoice, our employees are our greatest assets. As such, we place a high value on attracting and retaining the best employees, and providing them with a workplace that allows them to thrive and flourish. We have opening for an Engineering Supervisor. This individual will be responsible for managing the performance of a team of up to 15 Tier 1 Engineers. This includes workflow, scheduling, individual performance feedback, training, and meeting corporate metric goals. Position Type: Full-time
Key Responsibilities
- Provide remote technical support to our customers.
- Respond promptly to scheduled service appointments.
- Respond promptly to on demand support requests.
- Take ownership of customer issues and see them through to resolution.
- Up sell products and services when appropriate.
- Advise customer of software and hardware options and best practices.
- Attend training to improve service and learn new products and procedures.
- Mentor Tier 1 Engineers to improve their overall performance.
- Report on activities to Engineering Manager.
- Report team performance metrics to Engineering Manager.
- Manage the scheduling and availability of Tier 1 Engineers
- Monitor activities of Tier 1 Engineers through recorded sessions, recorded voice calls, email, and active monitoring of appointments.
- Assist in the hiring of new Engineers.
- Submit Tier 1 Engineers Performance Reviews to Engineering Manager for approval.
Qualifications
- Extensive knowledge of personal computer hardware.
- Demonstrable skill with Windows OS, MP3 players and software, MS office, email, printers, anti-virus, spy ware removal, and networking.
- Ability to communicate technical issues in a way that non technical individuals can understand.
- Ability to provide customer service over the phone and via the computer.
- Ability to work independently.
- Excellent writing skills.
- Ability to coach and improve the performance of employees
Education
- At least one of the following certifications: A+, MCSE, MCP, CNA, CCIE, MCSA, CCNP, Net+
- High School Diploma or equivalent required, college education preferred
Experience
- At least one year in a customer facing support position.
- At least 1 year supervisory or management experience.
PlumChoice Online PC Services, Inc. is an Equal Opportunity Employer
Interested candidates should forward their resumes and salary history/requirements to recruiter@plumchoice.com.
DISPATCH REPRESENTATIVE
PlumChoice Online PC Services, one of the fastest growing companies in the remote computer support industry, has immediate openings for
Dispatch Representatives to support our key customer accounts. We are looking for high-energy, self-starters to join our world-class
dispatch service team. The Dispatch Representative will work in our Billerica, Massachusetts headquarters. We have a variety of shifts available
during the 8 a.m. - 1 a.m. time frame, Sunday - Saturday.
Experience:
- The ideal candidate will have previous call center or customer service experience, along with the ability to work in a fast growing, rapidly evolving environment.
- Proficiency in Microsoft Office
- Strong working knowledge of computer systems and familiarity with electronic peripherals.
- Experience and working knowledge of internet usage and navigation (MSN, AOL, Comcast, etc.)
- Key characteristics include outstanding communications skills, strong multi-tasking and time-management skills, excellent attention to detail and ability to learn continuously changing dispatch operations.
- High school graduate or equivalent.
Duties:
- Acknowledge, evaluate and appropriately handle incoming calls
- Provide scheduling support for customers seeking on-site technician appointments
- Convey interest in each customer through courtesy, attentive listening and a friendly caring image.
- Apply job knowledge to provide accurate and up-to-date information
- Guide customer service related activities to resolution
- Escalate unresolved customer issues to supervisor
- Make contibutions and participate as a team member by sharing ideas, identifying problems and recommending solutions
- Consistently meet productivity goals
If you are qualified and would like to apply for an available position, please email your resume to recruiter@plumchoice.com.
Program Marketing Manager (San Antonio / Dallas Area)
Job Description:
The Program Marketing Manager will manage marketing initiatives and activities for PlumChoice partners. Responsibilities, at a high level, are to help maximize sales productivity by developing and implementing programs and processes with each of our current channel partners.
This position is based in the greater vicinity of San Antonio / Dallas, TX area and relocation will not be provided.
Responsibilities:
- Prioritize partners, marketing support, and activities.
- Develop marketing programs to maximize product sales.
- Co-develop ad copy and art with marketing team and provide to partners.
- Assist in creative layout. Designs ads when needed. Get ad approvals from marketing.
- Track partner's usage of incentive programs, etc. and communicate results to partner sales manager and partner marketing team.
- Provide front line support for all marketing questions, concerns, suggestions, etc.
- Participate in quarterly business review meetings.
- Track and communicate partner marketing activities back to marketing organizations.
- Coordinate timing of solution launches and associated events/collateral between partner and sales manager.
- Up to 40% travel required to partner locations, partner and PlumChoice events & meetings. Serve as liaison between clients and PlumChoice.
- Review partner web pages for accuracy and content.
- Assists in launching product promotions.
- Identify and launch additional sell-through programs, incentive-based programs.
Education/Background:
- BS/BA required; MBA preferred
- 5-7 years in marketing and/or outsourcing with contacts into Telco / ISP.
- Financial modeling
- Strong written and communication skills are essential.
- Proven track record in developing successful consumer marketing programs.
- Results oriented with strong analytic skills.
- Ability to develop business relationships and travel.
- A strong ability to understand local product requirements, uniqueness of local environments, and to interact with all levels of management is essential.
- Successful execution in this role will require innovative thinking, entrepreneurial attitude, and a passion for supporting evolving business units.
- Creative attitude and results-oriented balancing initiative and collaboration needed.
- Excellent team-building, organizational and project management skills, including the ability to develop realistic project plans that effectively use available time and resources.
- Ability to work remotely
To apply, please submit cover letter, resume and compensation requirements to: recruiter@plumchoice.com.
PlumChoice Online PC Services, Inc. is an Equal Opportunity Employer.
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