This position, as part of the 24x7 Global Support organization, has primary technical support responsibilities. You will maintain a single-minded focus to ensure customers are incredibly satisfied with Salesforce Marketing Cloud’s interactive marketing suite of products, by becoming a Salesforce marketing cloud application and platform expert.

The ideal Success Agent puts the customer at the center of everything they do. They are a team player, enjoy working hard, exhibit professionalism, are dedicated to exceeding expectations, have excellent problem solving skills, are able to learn new technologies quickly, and use their time efficiently. Analysts demonstrate the ability to write, speak and present technical information clearly and effectively, adapting as required for the audience. They do this exhibiting composure, being in calm command of every situation.

You will be part of a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, customer-centric environment.

Your Impact - Responsibilities:

• Own the complete end-to-end customer experience
• Resolve customer service issues and skillfully manage complex customer service problems
• Manage customers' expectations and experience in a way that results in high customer satisfaction
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
• Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues
• 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 a single point of contact for all post-sales support activities

Minimum Qualifications:

• Bachelor's degree in computer science or equivalent experience
• A 100% focus on customer success
• Great communication skills, written and verbal
• Experience with coding (or reviewing code) and APIs
• Solid understanding of Internet technologies: firewalls, web servers, proxy servers, etc.
• Understanding of database concepts and data management (RDBMS) and SQL
• An action-oriented attitude, with strong organizational, analytical and problem solving skills
• The ability to learn fast, and to be highly adaptable
• Be a dependable, motivated, self-starter, with the ability to work independently when required
• Fluent in Italian and English
• Location: Ireland (Dublin) must be willing to relocate

Preferred but not required:

• Marketing Cloud Email Specialist Certification
• Certified Salesforce Administrator (ADMIN201)
• Previous experience with Salesforce.com CRM and its technologies
• CRM domain knowledge