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Job CategoryCustomer Success GroupJob Details

The Marketing Cloud Proactive Services Engineer is a customer-focused expert and is responsible for communicating Salesforce's handling and execution of high severity cases to customers, as well as implementing and finding ways to prevent customer issues through proactive support, monitoring, and quarterly customer reviews.

This position, as part of the Global Support organization, has primary responsibilities of ensuring clients have the required monitoring solutions enabled for their business-critical processes. In this role, you'll be responsible for maintaining a single-minded focus to ensure clients are incredibly satisfied with Salesforce's suite of products by becoming a Salesforce cloud application and platform expert.

The ideal Proactive Services Engineer is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, has excellent problem solving and analytical skills, is able to learn new technologies quickly, is reactive in ambiguous situations, and uses their time efficiently.

As a Proactive Services 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:

• Meet with customers to understand and capture their business context and requirements for monitoring
• Meet with customers on a quarterly basis to review service value, trends and facilitate any updates to the agreed monitoring plan
• Coordinate Key Event Management with Technical Account Managers (TAMs)
• Coordinate Annual Technical Health Review with Monitoring Technical Engineers and TAMs
• Creates and curates Knowledge Articles documenting steps for L1/L2 teams to perform
• Track and maintain all client communications and case documentation in Salesforce
• Define, follow-through, and action plans for case resolution
• Perform ongoing short term analysis of case and alert volumes for portfolio customers
• Engage TAM, Customer Success Manager (CSM) and/or Account Executive (AE) to escalate recurring customer challenges, product issues and to manage service expectations for both the client and internal personnel
• Assist clients in optimizing their use of the application platform via workflow guidance or by identifying automation, Proactive Services, and integration opportunities

MINIMUM QUALIFICATIONS:

• 2-3 years of prior relevant experience directly enabling and supporting customers in an enterprise environment.
• Passion for delivering outstanding customer experience
• Excellent written and verbal communication skills to engage with our top customers
• Action-oriented with strong organizational, analytical 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
• Proven experience or expertise in the following:
• Understanding of basic statistical concepts and ability to extrapolate trends and conclusions from aggregate data
• Large scale, multi-tenant production environments

PREFERRED QUALIFICATIONS:

• Certified Email Marketing Specialist
• Previous experience with Salesforce CRM, Force.com, Marketing Cloud, and its technologies is desired
• Knowledge of Internet development technologies (HTML, XML, API, SQL, etc.)
• Google Suite, Splunk, Tableau, Einstein, MatLab or other data analytics tools.
• Fluent verbal and written communication skills preferred in English/Spanish or English/Portuguese

For Colorado-based roles: Minimum annual salary of $83,700. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

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