Customer Success Engineer (East Region) Salesforce
Burlington, MA

Job Description

Job CategoryCustomer Success Group

Job Details

We are looking for ambitious team players to join our cutting-edge customer engineering team! These positions are for individuals who are highly motivated, self-directed and have a desire to work on the #1 cloud-based platform. You must possess excellent analytical and communication skills and have the passion to deliver outstanding support. The roles are apart of the Global Support organization, that have responsibilities for an assigned account portfolio, maintaining a single-minded focus to ensure clients are incredibly satisfied with Salesforce's suite of products by becoming a Salesforce cloud application and platform expert.

The ideal candidate 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. These roles may require work outside of normal business hours, holidays and some weekends as this is an on-call position.

The Customer Support Engineer group are actively hiring for both: Success Engineers and Proactive Monitoring Engineers:

Proactive Monitoring Engineer : customer-focused expert and is responsible for Salesforce.com's handling and execution of high severity cases as well as implementing and finding ways to prevent customer issues through proactive support and monitoring. Responsibilities Include: Meet with Customers to understand and capture their business context and requirements for monitoring, Provide second level expertise and coaching to other Engineers on the team, Provide expert-level technical support to high touch clients. Track and maintain all client communications and case documentation in Salesforce, Define follow-through and action plans to case resolution, Manage client support cases on a daily basis, 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.

Customer Success Engineer: customer-focused expert and is responsible for Salesforce's Mission Critical Support handling and execution of Severity 1 and 2 cases as well as implementing and finding ways to prevent customer issues through proactive support and monitoring. The Signature Success team provides the highest level of support 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 the Signature Success team, the Engineer is technically competent, business oriented and highly customer centric.

MINIMUM QUALIFICATIONS & SKILLS:

* Ability to orchestrate all salesforce team's efforts and ensure we are single point of contact for all post-sales support activities.
* Bachelor's degree in computer science or equivalent experience
* 5+ years of prior experience in Technical Support/Services related role and/or Technical Account Management
* Comfortable interacting with all levels of customer and Salesforce management
* Ability to multi-task and perform effectively under pressure
* Understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.
* CRM domain knowledge & Any Salesforce Certification
* Previous experience with Salesforce CRM and its technologies
* Familiarity of integration technologies: Computer Telephony Integration, Data Cleanse/De-Duplication; Data Replication, Transactional data to and from Salesforce objects.
* Familiarity of database concepts and data management (RDBMS) and SQL
* Familiarity of Object-Oriented design and core programming concepts
* Familiarity of XML, preferably experience using server-to-server web services (SOAP)
* Familiarity of both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java,.Net, SQL) software development

PREFERRED QUALIFICATIONS:

* 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 Salesforce Developer (DEV401)
* Certified Salesforce Developer (DEV501)
* Certified Email Marketing Specialist
* CRM domain knowledge
* Previous experience with Salesforce.com CRM and its technologies
* Commerce Cloud DiD/Architect Certifications
* Previous experience with Commerce Cloud technologies
* Experience providing SaaS support

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.

Posting Statement

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.