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 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 of marketing campaigns (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 meeting all support related KPIs as outlined by business
• Creating and curating knowledge content.

Experience/Skills Required:

• Relevant enterprise work experience
• Working experience in producing and executing all email and SMS campaigns, including building emails from templates and HTML, QA, and scheduling.
• 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.
• Understanding of render testing across devices, email clients, and ISPs to ensure that emails are rendering correctly for the majority of the subscriber base.
• Social Media Marketing experience on all major social media platforms – LinkedIn, Twitter, Facebook & YouTube
• Knowledgeable in Google Analytics, HTML/CSS, A/B Testing, and other CMS.
• Experience using SQL and similar queries to analyze data.
• Adequate knowledge of SEO/SEM and familiarity with various marketing automation tools and web traffic metrics
• Excellent written and verbal communication skills
• Fluent in English and one of the following: French, German, Spanish, or Italian

Experience/Skills Preferred:

• Working experience in Marketing Cloud/Automation (Salesforce, Oracle, Adobe, Mailchimp, Marketo, Hubspot etc)
• Certifications - HubSpot certification, Fundamentals of digital marketing by Google, Google Analytics Certification, Facebook blueprint certification
• Experience in JavaScript
• Experience with web service integration (REST/SOAP)