Messagepoint

www.messagepoint.com

3 Jobs

165 Employees

About the Company

Messagepoint is a leading provider of customer communications management software. Only Messagepoint harnesses AI-powered Content Intelligence to automate and simplify the process of migrating, optimizing, authoring, and managing complex customer communications for non-technical (business) users. Customers rely on Messagepoint's award-winning platform to consistently deliver exceptional, highly personalized customer communications across all platforms and channels.

Listed Jobs

Company Name: Messagepoint
Job Title: Director, Managed Services
Job Description: Job title Director, Managed Services Role Summary Lead the Managed Services organization to ensure ongoing success, stability, and optimization of client solutions post‑implementation. Own service delivery operations, client satisfaction, and continuous improvement, balancing operational excellence with proactive partner‑driven engagement. Expactations - Deliver high‑quality, SLA‑driven support services while scaling the function through automation and process improvement. - Maintain proactive service culture, transitioning from reactive incident resolution to preventive, value‑added partnership. - Act as senior escalation point for key client relationships, ensuring timely issue resolution and client retention. Key Responsibilities - Own and manage Managed Services operations, including production support and client relationship management. - Develop, maintain, and enforce service delivery frameworks and SLAs with measurable outcomes. - Optimize support processes: incident management, request fulfillment, root‑cause analysis, and problem prevention. - Oversee service transition from Implementation Services, ensuring stable handover and documentation. - Define, track, and report operational KPIs (response/ resolution times, SLA compliance, CSAT). - Work with Product and Engineering to elevate systemic issues and influence roadmap priorities. - Drive continuous improvement initiatives for efficiency, automation, and client experience. - Forecast, budget, and manage resource capacity, balancing cost control with responsiveness. - Mentor, coach, and develop the Managed Services team, fostering accountability and collaboration. Required Skills - 10+ years experience in Managed Services, Service Delivery, or Technical Support in SaaS/enterprise software, with 3–5 years in a leadership role. - Strong ITIL or equivalent framework expertise (Incident, Problem, Change, Release, Knowledge). - Proven track record of eliminating post‑go‑live incidents and meeting/exceeding SLA targets. - Experience driving service automation and process improvement. - Excellent leadership, client relationship management, and cross‑functional collaboration skills. - Financial acumen for forecasting, resource planning, and P&L management. - Ability to manage distributed or remote teams across multiple time zones. Required Education & Certifications - Bachelor’s degree in Computer Science, Business, or related field. - ITIL certification (preferred).

Company Name: Messagepoint
Job Title: Vice President, AI & Data Science
Job Description: **Job Title:** Vice President, AI & Data Science --- **Role Summary:** Lead the development, strategy, and execution of a generative AI platform for enterprise communications. Build and manage a cross‑functional AI division, drive research and platform innovation, and ensure production reliability across multi‑cloud environments. Deliver measurable business value and establish the organization as a technical leader in enterprise AI. --- **Expectations:** - Deliver a multi‑year AI roadmap aligned with business objectives. - Achieve measurable gains (e.g., 10× productivity, sub‑second response times). - Secure research funding, patents, and industry recognition. - Cultivate a high‑performance, inclusive AI culture. --- **Key Responsibilities:** - Define and execute AI strategy and technology roadmap. - Direct platform architecture and MLOps across AWS, GCP, Azure. - Lead university collaborations, grant acquisition, and publication programs. - Recruit, mentor, and scale a team of data scientists, ML engineers, MLOps specialists, QA, and developers. - Translate AI capabilities into customer value and support go‑to‑market initiatives. - Represent the company at conferences, in media, and to the board. - Chair the AI Steering Committee and advise executive leadership on AI strategy. --- **Required Skills:** - 10+ years in AI/ML with production LLM experience. - 5+ years in senior leadership of engineering or research teams. - Hands‑on coding and solution architecture (RAG pipelines, multi‑agent systems). - Deep expertise in deep learning, NLP, and transformer models. - Multi‑cloud (AWS, GCP, Azure) and MLOps proficiency. - Strong communicator capable of influencing C‑suite and board members. - Proven track record managing university partnerships, grants, and patents. --- **Required Education & Certifications:** - Master’s or Ph.D. in Computer Science, AI/ML, Data Science, or a related field. - Demonstrated foundation in deep learning, NLP, and transformer architectures.

Company Name: Messagepoint
Job Title: Technical Support Analyst
Job Description: Job title: Technical Support Analyst Role Summary: Deliver Level 1 and Level 2 desktop, operating‑system, application, and network support to internal users, acting as the first point of contact. Provide remote and on‑site assistance, document incidents in the ticketing system, and manage hardware and software inventories. Assist with endpoint security tools, patch management, and incident response while maintaining accurate knowledge‑base documentation. Progress toward Level 3 troubleshooting of servers, networking, and cloud services and more advanced security operations under managerial guidance. Expectations: - Minimum 3 years of multi‑technology IT support experience. - Strong service orientation and ability to own tasks with minimal supervision. - Proficiency in troubleshooting across Windows 10/11, macOS, mobile devices, and related peripherals. - Competence in Active Directory, Office 365, and SaaS/cloud applications. - Basic understanding of Windows Server 2012R2/2016/2019, Exchange, networking, VoIP, and Linux (advantage). - Exposure to PowerShell, SharePoint, G Suite, or endpoint protection tools preferred. - Interest in information security and the pursuit of certifications such as CompTIA Security+ or Microsoft Security. Key Responsibilities: - Provide front‑line technical support to users via phone, chat, email, and in‑person visits. - Diagnose and resolve hardware, OS, application, and network issues; document steps in the ticketing system. - Escalate tickets appropriately and complete assignments within SLA. - Maintain and update knowledge‑base articles, configuration guides, and inventory records. - Assist with equipment maintenance, upgrades, and decommissioning; manage file/folder permissions and data migrations. - Support endpoint security tools (antivirus/XDR, MFA, mobile security) and participate in patch management, vulnerability remediation, and security incident response. - Contribute to business continuity and disaster recovery planning and testing. - Provide regular status updates to the IT & Security leadership team. Required Skills: - Desktop support (Windows 10/11, macOS, mobile). - Active Directory, Office 365, SaaS/cloud applications. - Ticketing system usage and documentation. - Networking fundamentals (LAN/WAN, VoIP). - Basic server administration (Windows Server, Exchange). - Familiarity with PowerShell, SharePoint, G Suite, Linux (optional). - Basic endpoint security knowledge (antivirus, MFA). - Strong communication, organization, and multitasking abilities. Required Education & Certifications: - Technical degree or equivalent combination of certifications and experience. - Preferred certifications: CompTIA Security+, Microsoft Security Fundamentals, or related security credentials.