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Full Job Description
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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.
The Proactive Monitoring Engineer is a customer-focused expert and is responsible for Salesforce.com’s handling and execution of high severity cases as well as implementing and finding ways to prevent customer issues through proactive support and monitoring. The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support. This position, as part of the Global Support organization, has primary technical support responsibilities for an assigned account portfolio, 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 Monitoring 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 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:
Monitor Alerts for Customers across regions and provide them with root cause analysis of the alert.
Deliver Annual Technical Health Reviews to Customers in collaboration with TAM & internal stakeholders.
Analyze alert trends and provide a recommendation framework to clients that should align with service level agreements.
Provide expert-level technical support via phone and web to Salesforce Marketing Cloud customers
Track and maintain all customer communications and case documentation
Communicate progress of resolution/status in a timely fashion, per service level agreements
Manage escalations and expectations, for both customers and internal staff
Collaborate with technical support teams in other Salesforce Clouds as needed
Identify improvements for improved customer experience
PREFERRED QUALIFICATIONS:
Previous experience with Salesforce CRM, Force.com, Marketing Cloud, and its technologies is desired
Knowledge of Internet development technologies (HTML, XML, API, SQL, etc.) is required
Had handled Enterprise accounts in the past with a Consultative mindset
AMP Script knowledge preferred
Proven experience or expertise in Database and relational data structures
Awareness of large scale, multi-tenant production environments
Be a dependable, motivated, self-starter, with the ability to work independently when required
Previous experience working with scripting languages and/or APIs is a bonus
Marketing Cloud Email Specialist Certification is a bonus but not required
We operate 24×7 which can involve working during one of the below shifts determined as per business need and also have a non-standard work week.
While we have 5 days a work week, it is not necessary that the weekend is Saturday and Sunday. You may get your weekly off on any day of the week (Mon/Tue/Thu/Fri)
AMER hours (Eastern Standard Time – 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)
EMEA hours – 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time
APAC hours – 5.30 AM IST onwards
Work hours are subject to change depending on Business needs.
Accommodations
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Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com .
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce .
Salesforce welcomes all.
