Some journeys aren’t just about professional milestones—they’re about consistency, quiet resilience, and behind-the-scenes impact. One such journey belongs to Mr. Joshy Cyriac, who recently completed 12 years of service with cmercury. As GM – Deliverability Services, Joshy plays a mission-critical role ensuring our clients’ emails land exactly where they should—in the inbox.
As someone who joined cmercury alongside Joshy in February 2013 as a Client Servicing Executive, it gives me great joy to sit down with him today—not just as a colleague, but as a fellow traveler on this 12 year path.
Jijo: Joshy, congratulations on 12 years with cmercury! It’s a big milestone. How does it feel looking back?
Joshy:
Thank you, Jijo. It’s been a long and rewarding journey. When I started in 2013, I never imagined the email marketing space could evolve this much—or that I’d grow with it in such a deep, technical direction. What started as a client-facing role eventually became a deep dive into email deliverability and all the tech that drives it. It’s been challenging, but also incredibly fulfilling.
Jijo: You’ve become a pillar in our deliverability operations—a field many may not fully understand. Can you tell us what your role entails?
Joshy:
Sure. In simple terms, I ensure that the emails sent through our platform actually reach the recipient’s inbox—not the spam folder. That involves managing email traffic, monitoring domain/IP reputation, setting up DNS configurations like SPF, DKIM, DMARC, and constantly tweaking strategies through trial and error. It’s both technical and behavioral—you have to understand how mail servers think and how recipients behave.
Jijo: That sounds highly intricate. What were the biggest challenges you faced while building deliverability as a core service?
Joshy:
One of the earliest and toughest challenges was understanding how major mailbox providers like Gmail, Outlook, and Yahoo filter emails. There was no clear manual—it was all about testing, failing, learning, and improving. Sometimes, despite doing everything right technically, deliverability would still dip due to factors beyond our control.
Another challenge was educating clients about best practices. Everyone wants 100% inbox placement, but it doesn’t work that way. I had to develop strong relationships with client POCs, so they’d trust our recommendations, even if results took time to show.
Jijo: And you’ve been consistently appreciated by clients and peers for that trust and clarity. Do any recognitions or moments stand out over the years?
Joshy:
Yes, I’ve always appreciated the informal recognition—like a thank-you note from a client when we helped boost their open rates or rescued a sender domain from blacklisting. Those moments matter.
Internally too, I’ve been fortunate to work with supportive managers who gave me space to experiment, learn, and lead. Being promoted to GM – Deliverability Services was a proud moment, because it validated years of groundwork in a niche area.
Jijo: You’ve essentially turned a behind-the-scenes function into a core business differentiator. What opportunities kept you going all these years?
Joshy:
The biggest opportunity has been the freedom to explore and own a domain (pun intended!). cmercury always encouraged me to deep-dive into deliverability, invest in tools, attend forums, and continuously refine our approach. There’s a lot of innovation happening—BIMI, AI-based filtering, advanced DMARC enforcement, real-time inbox placement monitoring—and we’re right there adapting in real time.
Also, the collaborative environment here gave me the chance to work cross-functionally—with product, engineering, marketing, and of course, client servicing. That kept things fresh and dynamic.
Jijo: Looking back to 2013, when we were both client servicing execs—could you have imagined being here, doing this, 12 years later?
Joshy:
Not really! (laughs) Back then, we were just figuring things out—chasing campaign deadlines and helping clients go live. But as the platform evolved, so did we. I’m grateful for the organic growth and the freedom to specialize. And working alongside people like you all these years made the journey even better.
Jijo: What advice would you give to young professionals who want to build a lasting career in SaaS or tech-heavy roles?
Joshy:
Be curious and be patient. The learning curve can be steep—especially in technical domains like deliverability. You won’t get instant results or recognition, but if you stay consistent, your work will speak for itself. Also, never stop learning—what works today might be outdated tomorrow.
Jijo: Well said, Joshy. On behalf of everyone at cmercury, thank you for being the quiet force behind thousands of successful email campaigns. Here’s to many more milestones!Joshy:
Thank you, Jijo. It’s been an honor growing with cmercury—and I’m looking forward to what’s next.
Disclaimer: This blog post was created with the assistance of Human Content Creators, AI and Search tools to help collect information, plan content, and ensure accuracy. We strive to deliver valuable and well-researched insights to our readers.
Jijo Jose - GM – HR & Administration
Jijo Jose is a seasoned HR and administration professional with over 15 years of experience in human resources, organizational development, and operations. Starting nearly 11 years ago as a client servicing executive, he has risen through the ranks to now head the company’s HR function. As General Manager – HR & Administration at cmercury, Jijo leads policy development, employee engagement, and talent management, helping shape the people-first culture that drives the company forward.