Job CategoryCustomer Success Group
The Proactive Monitoring (ProM) Service is a strategic customer engagement service that supports 24x7 monitoring of critical customer processes and proactively avert problems before they occur. The team consists of Salesforce Marketing Cloud experts who help to guide customers through the ProM lifecycle, to ensure the alert setup aligns with customer business and in order to help them fully realize the business value of the ProM service they've purchased. The team will connect with each customer on a quarterly basis to provide a live report of their baseline and progress during the ProM engagement, and will highlight performance improvements as the customer implements solutions as recommended by the Technical Engineers engaged. The team will also present trends and patterns that may not be observed directly in each individual case, to help prioritize their implementation and refactoring efforts.
The Lead Proactive Monitoring Engineer (MC) is a customer-focused leader responsible for driving customer success of Salesforce.com's Proactive Monitoring in the Marketing Cloud space. Duties include defining the strategy for delivery of customer success for the Proactive Monitoring Service, developing the foundation for a scalable service offering that meets customer demand, and guiding efficiency and innovation of the Proactive Monitoring efforts as they expand. Additionally, the role is responsible for maintaining and enabling the utilization of internal tools used to facilitate the ProM team's efforts and report customer adoption and satisfaction with the offering, while also working directly with customers to guide their experience through the Proactive Monitoring Service lifecycle as a player/coach within the team.
As a member of the Global Support management team, the Lead Proactive Monitoring Engineer is technically competent, business oriented and solution focused. The ideal candidate is a customer-focused expert who is responsible for communicating Salesforce's handling and execution of high severity cases to customers, for implementing and finding ways to prevent customer issues through proactive support, monitoring, and quarterly customer reviews, and for providing leadership and guidance to the Proactive Monitoring team of Engineers.
The ideal Lead Proactive Monitoring Engineer is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, has excellent problem solving and analytical skills, is able to learn new technologies quickly, use their time efficiently, and helps to elevate the team.
As a Lead Proactive Monitoring Engineer, you'll lead a team of problem solvers who are passionate about working in a fast-paced, highly dynamic, client-centric environment.
Lead a team of Proactive Monitoring Engineers (PMEs) to achieve business objectives around KPI attainment and operational excellence of the ProM Service.
Ensure the team leverages the resources, tools, information, and processes necessary to deliver effective technical solutions to customers.
Meet with Customers to understand and capture their business context and requirements for monitoring, and on a quarterly basis to review service value, trends and facilitate any updates to the agreed monitoring plan
Provide leadership and direction to the proactive monitoring teams, resulting in increased overall customer satisfaction and customer retention.
Identify & Define operational initiatives that will support our strategic direction for ProM service delivery.
Manage client support cases on a regular bases for their Portfolio of customers
Manage escalations and expectations for both the client and Internal personnel
Assist clients in optimizing their use of the application platform via workflow guidance or by identifying automation, proactive monitoring, and integration opportunities
Develop excellent working relationships with other support & infrastructure management to enable the successful delivery of ProM and other value-added services.
Strong change management skills are critical to implement various new strategies.
May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position
7-10 years of prior relevant experience
Passion for delivering outstanding customer experience
Excellent written and verbal communication skills to 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
Software Design Lifecycle
Visualforce and Apex code experience
Certified Advanced Administrator
Certified App Builder
Certified Platform Developer
CRM domain knowledge
Flexibility, integrity and creative problem-solving skills are a prerequisite to be successful in this role.
Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management.
A team player who is influential and builds good working relationships across all functions.
Proven ability to manage complex processes and drive continuous process improvement.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.