Salesforce Marketing - Support Engineer

This position is to provide to 2nd level of support for all application level production environment issues user support queries and requests.

JOB RESPONSIBILITIES

Below are key role and responsibilities for this position:

Technical Support:

Provide daytoday support for Salesforce Marketing Cloud (SFMC) addressing user inquiries issues and incidents promptly.

Collaborate with crossfunctional teams to troubleshoot and resolve technical issues affecting marketing campaigns and automation processes.

Monitor the health performance and security of the SFMC platform taking proactive measures to prevent potential problems.

Implement configure and administer the Salesforce Customer 360 platform.

Collaborate with different departments to integrate various functions and data into Salesforce Customer 360.

Ensure high data quality and integrity within the Salesforce system.

Customize and maintain the Customer 360 interface and user experience.

Develop and maintain reports dashboards and processes to continuously monitor data quality and integrity.

Work with management to identify new and creative opportunities to leverage Salesforce to support additional business processes or functions.

Train and support users in using Salesforce Customer 360 effectively.

Keep abreast of new Salesforce features and functionality and provide recommendations for process improvements.

Liaise with Salesforce consultants and vendors for external support and system enhancements.

Platform Customization and Configuration:

Work closely with marketing and business teams to understand campaign requirements and configure SFMC accordingly.

Implement enhancements and customizations to improve the efficiency and effectiveness of marketing automation processes.

Work closely with CRM administrators and business stakeholders to understand requirements and customize C360 accordingly.

Implement enhancements and optimizations to improve the efficiency of customer data management and CRM processes.

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Incident Management:

Respond to and resolve support tickets within agreedupon service level agreements (SLAs).

Document and track incidents providing timely updates to stakeholders on the resolution progress.

Conduct root cause analysis for recurring issues to prevent future occurrences.

Collaboration:

Collaborate with marketing teams IT and external vendors to ensure seamless integration and support of the SFMC platform.

Collaborate with CRM administrators IT teams and external vendors to ensure seamless integration and support of the C360 platform.

Participate in meetings and discussions to gather requirements provide technical insights and contribute to decisionmaking processes.

Training and Documentation:

Create and maintain documentation related to SFMC configurations customizations and support processes.

Provide training and support to endusers and internal teams on Salesforce Marketing Cloud best practices.

Stay Updated:

Stay informed about the latest features updates and best practices related to Salesforce Marketing Cloud.

Actively participate in training programs and certifications to enhance technical expertise.

SKILL REQUIREMENTS

Must Skills

Have some exposure of ITIL Processes like Incident Management Problem Management and Knowledge Management etc.

Work closely with CRM administrators and business stakeholders to understand requirements and customize C360 accordingly.

Implement enhancements and optimizations to improve the efficiency of customer data management and CRM processes.

Work closely with CRM administrators and business stakeholders to understand requirements and customize C360 accordingly.

Implement enhancements and optimizations to improve the efficiency of customer data management and CRM processes.

Have basic level of production issues troubleshooting and analysis

Have basic understanding of business domain as per the requirement

Have experience in Relational/NoSQL database with working knowledge of SQL for DDL/DML operations

EXPERIENCE

46 years