Proactive Monitoring Engineer- Marketing Cloud

Job description

Job Category

Customer Success Group

Job Details

The Proactive Monitoring Engineer is a customer-focused expert responsible for the handling and execution of high severity Salesforce.com ’s Marketing Cloud monitoring cases.  The Proactive Monitoring Engineer is also responsible for working with customers to define and manage their monitoring solution as well as implementing and finding ways to prevent customer issues through proactive support and monitoring.

 

This position, as part of the Global Support organization, has technical support responsibilities for assigned accounts, maintaining a single-minded focus to ensure clients are incredibly satisfied with Salesforce’s suite of products by becoming a Salesforce Marketing Cloud application and platform expert.

 

The ideal Proactive Monitoring Engineer is a team player, exhibits professionalism, is dedicated to meeting and exceeding expectations, has excellent written and verbal skills, is able to learn new technologies quickly, and uses their time efficiently.

 

As a Proactive Monitoring 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

·       Provide second level expertise and coaching to other Engineers on the team

·       Provide expert-level technical support to high touch clients

·       Track and maintain all client communications and case documentation in Salesforce

·       Define follow-through and action plans to case resolution

·       Monitor client support cases on a daily basis

·       Manage escalations and expectations for both the client and Internal personnel

·       Assist clients in optimizing their use of the application platform via work flow guidance or by identifying automation, proactive monitoring, and integration opportunities

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

MINIMUM QUALIFICATIONS:

·       Bachelor’s degree or equivalent work experience

·       2 or more years of Support or Technical experience with Salesforce.com Marketing Cloud desired

·       Comfortable interacting with all levels of customer and Salesforce management

·       Passion for delivering outstanding customer experience

·       Excellent written and verbal communication skills

·       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

·       Proven experience or expertise in the following:

o   Database and relational data structures

o   Large scale, multi-tenant production environments

o   API Programming or Software Development

o   Software Design Lifecycle

PREFERRED QUALIFICATIONS:

·       Certified Email Marketing Specialist

Posting Statement

Salesforce.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.