Job Description

Job CategoryCustomer Success Group

Job Details
The Marketing Cloud Premier Priority Support Engineer is a customer-focused expert and is responsible for executing and delivering on Salesforce's Premier Priority Support program offering to our most strategic named accounts. The team provides the highest level of support, availability, and expertise to some of our largest and most strategic accounts. This responsibility includes developing a strong partnership across Worldwide Support, R&D, and our Support Operations team. As a member of Premier Priority Support team, the Premier Priority Support Engineer is technically competent, business oriented and highly customer centric.

The ideal Marketing Cloud Premier Priority Support 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 Premier Priority Support 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.

+ Own the complete end-to-end customer experience
+ Manage highly visible, global and strategic, specific enterprise accounts and ensure highest levels of customer satisfaction with Premier Priority Support
+ Attend, prepare and deliver quarterly success reviews with strategic customer stakeholders for your assigned accounts complete with KPIs and 90-day plans.
+ Serve as a Trusted Advisor, drive conversations with our customer's Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management and Application Governance.
+ Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues.
+ Understand and document how the customer leverages our technology and ensures the larger Premier Priority Support Technical team has the knowledge of the account to facilitate faster case resolution.
+ Provide proactive support, including but not limited to; preparing/presenting trending graphs/reports, collaborate with the customer's account team to gain a deeper understanding of their technology roadmap, provide recommendations, and best practices to minimize potential service disruptions.
+ Advocate for Premier Priority Support customer's priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features.
+ Participation in Premier Priority Support project work, including but not limited to; envisioning and sourcing new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional "white glove" support practices associated to incident prediction and prevention capabilities.
+ Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach. Raise team's' technical skillset.
+ 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 single point of contact for all post-sales support activities
+ May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position
+ 5-7 years of prior experience in application Support role
+ Passion for delivering outstanding customer experience
+ Excellent written and verbal communication skills engage with our top Customers
+ Action oriented with strong organizational, analytical, troubleshooting and problem solving skills
+ Highly adaptable, fast learner, and resourceful
+ Ability to collaborate cross-functionally on a global scale
+ Strong technical aptitude in support of learning Salesforce application and solutions
+ Dependable, motivated, self-starter with the ability to work independently
+ Bachelor’s degree or equivalent work experience
+ Knowledge of Internet development technologies (HTML, XML, API, SQL etc.) is required
+ Proven experience or expertise in the following:
+ Database and relational data structures
+ Large scale, multi-tenant production environments
+ API Programming or Software Development
+ Certified Email Marketing Special
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