Customer Success Engineer - Marketing Cloud

Customer Success Engineer - Marketing Cloud

12 Nov 2024
Indiana, Indianapolis 00000 Indianapolis USA

Customer Success Engineer - Marketing Cloud

Vacancy expired!

Job CategoryCustomer Success GroupJob DetailsThe Marketing Cloud Premier Priority Support Engineer is a customer-focused expert and is responsible for executing and delivering on Salesforce's Premier Priority Support program offering to our most strategic named accounts. The team provides the highest level of support, availability, and expertise to some of our largest and most strategic accounts. This responsibility includes developing a strong partnership across Worldwide Support, R&D, and our Support Operations team. As a member of Premier Priority Support team, the Premier Priority Support Engineer is technically competent, business oriented and highly customer centric.The ideal Marketing Cloud Premier Priority Support Engineer is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, has excellent problem solving skills, is able to learn new technologies quickly and uses their time efficiently. As a Premier Priority Support Engineer, you’ll be part of a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, client-centric environment. RESPONSIBILITIES:

Own the complete end-to-end customer experience

Manage highly visible, global and strategic, specific enterprise accounts and ensure highest levels of customer satisfaction with Premier Priority Support

Attend, prepare and deliver quarterly success reviews with strategic customer stakeholders for your assigned accounts complete with KPIs and 90-day plans.

Serve as a Trusted Advisor, drive conversations with our customer's Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management and Application Governance.

Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues.

Understand and document how the customer leverages our technology and ensures the larger Premier Priority Support Technical team has the knowledge of the account to facilitate faster case resolution.

Provide proactive support, including but not limited to; preparing/presenting trending graphs/reports, collaborate with the customer's account team to gain a deeper understanding of their technology roadmap, provide recommendations, and best practices to minimize potential service disruptions.

Advocate for Premier Priority Support customer's priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features.

Participation in Premier Priority Support project work, including but not limited to; envisioning and sourcing new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional "white glove" support practices associated to incident prediction and prevention capabilities.

Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach. Raise team's' technical skillset.

Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.

Ability to orchestrate all Salesforce teams efforts and ensure we are single point of contact for all post-sales support activities

May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position

MINIMUM QUALIFICATIONS:

5-7 years of prior experience in application Support role

Passion for delivering outstanding customer experience

Excellent written and verbal communication skills engage with our top Customers

Action oriented with strong organizational, analytical, troubleshooting and problem solving skills

Highly adaptable, fast learner, and resourceful

Ability to collaborate cross-functionally on a global scale

Strong technical aptitude in support of learning Salesforce application and solutions

Dependable, motivated, self-starter with the ability to work independently

Bachelor’s degree or equivalent work experience

Knowledge of Internet development technologies (HTML, XML, API, SQL etc.) is required

Proven experience or expertise in the following:

Database and relational data structures

Large scale, multi-tenant production environments

API Programming or Software Development

Working knowledge of Splunk, AppDynamics or other database tools

PREFERRED QUALIFICATIONS:

Certified Email Marketing Specialist

Certified Marketing Cloud Administrator

Certified Marketing Cloud Developer

Previous experience with Salesforce CRM, Force.com, Marketing Cloud and it's technologies

Posting StatementSalesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world. Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company. We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

Related jobs

Job Details

Jocancy Online Job Portal by jobSearchi.