Success Engineer (Tier2) - is part of the Support organization. The role blends technical aptitude with curiosity and a drive to get things done and also possesses an understanding of the nuances associated with customer relationship management. The role requires an ability to adapt to various markets, verticals, and customer tiers that encompass all of the Pardot customers.
The Success Engineer owns the troubleshooting and related technical documentation associated with escalated and recurring client issues and plays an integral role in the overall understanding of Salesforce Pardot functionality
Detailed Role & Responsibilities:
- Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the community
- 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. Assist with the design and delivery of products and other technical training.
- Define and describe technical best practices
- Identify product and services upsell opportunities and describe Salesforce solutions to customers in a way that is articulate, accurate, and persuasive
- Complete assigned project responsibilities
- Meet the monthly goals on KPIs such as CSAT, Productivity, Open Case Backlog, etc.
- Respond to customer requests that have been directly raised by customers/partners or escalated
- Answer technical questions, solve technical problems, and suggest appropriate workarounds related to supported applications
- Research, document, escalate cases according to procedure
- Deliver trainings and act as mentor to new hires
Experience/Skills Required:
- BA/BS degree in a technical field or equivalent experience
- Ability to communicate technical concepts clearly and effectively
- Solid knowledge of HTML and/ or JavaScript
- Understanding of database concepts, data management, and SQL
- Excellent written and verbal communication skills
- Solid understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
- Fluent in English and one of the following: French, German, Spanish, or Italian
Experience/Skills Preferred:
- Previous experience with Salesforce technologies and/or Pardot technologies
- Salesforce.com Admin 201 certification
- Pardot Specialist Certification
- Basic knowledge of marketing automation and interactive marketing techniques such as inbound/outbound marketing, demand generation, SEO, SEM, PPC, Analytics
