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 Salesforce 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 the Salesforce Marketing Cloud Suite.
Detailed Role & Responsibilities:*
* Assisting customers in troubleshooting their custom code, integration, and implementation of Salesforce Marketing Cloud suite. This involves debugging, troubleshooting marketing campaigns (digital advertising, email, sms, social media) of customers and ensuring issues are fully resolved.
* Manage highly visible, global and strategic customer issues and ensure 100% customer satisfaction with respect to their marketing campaigns and promotions strategies
* Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
* Managing customer expectations and the customer experience to maximize customer satisfaction.
* Actively maintaining and participating in work-related training and up-skilling activities.
* Demonstrating the ability to research, document and prioritize customer issues, leveraging internal tools and escalating to relevant teams as necessary
* Multitasking and performing effectively under pressure and meet all support related KPIs
* Creating and curating knowledge content.
*Experience/Skills Required:*
* 1 to 5 years of enterprise work experience
* Working experience in producing and executing digital advertising, email and/or SMS campaigns
* Knowledge of building effective target audiences and segments for every message to drive engagement and revenue performance for customers
* Thorough understanding of campaign metrics like click-through rate, conversion rate, bounce rate, list growth, sharing/forwarding, ROI.
* Ability to devise and execute A/B tests, manage testing calendar, record results, and advise on improvements.
* Social Media Marketing experience on all major social media platforms – LinkedIn, Twitter, Facebook, Google etc.
* Experience using SQL and similar queries to analyze data.
* Experience with web service integration (REST/SOAP)
* Excellent written and verbal communication skills
* Fluent in English
*Experience/Skills Preferred:*
* Working experience in Marketing Cloud/Automation (Salesforce, Oracle, Adobe, Mailchimp, Marketo, Hubspot etc.)
* Working experience of lead generation (Facebook, Zappier etc.)
* Certifications - HubSpot certification, Fundamentals of digital marketing by Google, Google Analytics Certification, Facebook blueprint certification
* Experience in JavaScript
* Experience working with Graph API
* Knowledgeable in Google Analytics, HTML/CSS, A/B Testing, and other CMS.
* Any of the following a plus: French, German, Spanish, or Italian
