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Job Category
Customer Success
Job Details
About Salesforce
We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who flourish with delivering success for our customers while also finding time to give back through our 1/1/1 model, which demonstrates 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!
Job Details
A Marketing CloudSenior Technical Support Engineer serves as a "go-to" engineer for leadership to approach in tough situations. They will lead sessions with success engineers and domain experts to review and advise on cases.
An engineer in this role can expect to be approached by other Salesforce teams to represent MCE Support in meetings and educate others on MCE functionality and support processes.
Other Responsibilities:
- Expands scope of role and responsibilities (hot cases, support hiring efforts, Sev 1 Cases, projects etc) as and when needed
- Collaborates and maintains a customer centric approach when engaging with other areas of the organization (Sales, Success,TMP/CCE, Red Accounts etc) to resolve cases
- Frequently finds opportunities to reduce customer effort and total time to resolve
- Interacts and listens to customers with an empathetic attitude in order to resolve their issues
- Meets & exceeds KPIs across Global Support V2MoM KPIs
- Provides advanced -level technical troubleshooting and successfully resolves high to medium complexity/severity cases
- Participates in projects/initiatives that impact the global team
- Attains Cloud certifications within given time frame
- Recognized SMEs in at least 2 product areas /topics/subtopics
- Analyze and troubleshoot customer issues prior to seeking assistance
- Proficient with advanced tools and leveraging support processes to resolve customer issues.
- Mentors and coaches team members (Associate Support Engineer/Support Engineer/Senior Support Engineer)
- Provides technical coaching, documentation and shares best practices with the team. Leads technical deep-dives/Office Hour Session to improve overall team skills and knowledge
- Embraces a "We vs Me" mentality: Understands service ownership and cares about how the team delivers customer success
- Exemplifies a positive customer experience through effective communication in every interaction with the customer
- Actively seeks, receives and implements feedback to improve. Provides feedback to help others learn
- Actively participates in release readiness activities for the designated cloud
- Promotes new ideas for process improvements, playbooks, Knowledge
- Communicate effectively with leadership to ensure understanding across the board
- Thorough understanding of MCE backend processes and how the application functions. Ability to explain those concepts in an easy to understand manner.
Required:
- Marketing Cloud Email Specialist Certification
- Marketing Cloud Administrator Certification
- Previous Technical Support, consulting experience with Salesforce platform/applications - MCE.
- A strong customer first mindset, with a focus on delivering success outcomes
- Excellent communication skills, with the ability to effectively manage expectations through influencing & negotiation skills
- Solid experience with Salesforce Industries Solutions. Where Marketing Cloud is part of a broader digital footprint, understanding of other Salesforce clouds is a benefit.
Preferred:
- Marketing Cloud Developer Certification
- Marketing Cloud Consultant Certification
- LI-Y
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