Senior Proactive Monitor Engineer Job Vacancy in Salesforce Bengaluru, Karnataka – Updated today

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Company Name : Salesforce
Location : Bengaluru, Karnataka
Position :

Job Description : To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Job Category
Customer Success Group
Job Details
Job Description
Job Category
Customer Success Group
Job Details
The Proactive Services Engineer is a customer-focused expert and is responsible for communicating Salesforce’s handling and execution of high severity cases to customers and implementing and finding ways to prevent customer issues through proactive support, monitoring, and quarterly customer reviews.
As part of the Global Support organization, this position has primary technical support responsibilities for an assigned account portfolio, maintaining a single-minded focus to ensure clients are delighted with Salesforce’s suite of products by becoming a Salesforce cloud application and platform expert.
The ideal Proactive Services Engineer is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, has excellent problem solving
and analytical skills, can learn new technologies quickly, and uses their time efficiently.
As a Proactive Services 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.
RESPONSIBILITIES:
Meet with your customers to understand and capture their business context and requirements for monitoring.
Meet with Customers on a quarterly basis to review service value, trends and
facilitate any updates to the agreed monitoring plan.
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 regularly 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.
May require work outside of regular business hours, holidays, and some weekends.
MINIMUM QUALIFICATIONS:
4-7 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
PREFERRED QUALIFICATIONS:
Visualforce and Apex code experience
Certified Administrator
Certified Advanced Administrator
Certified App Builder
Certified Platform Developer
CRM domain knowledge
Previous experience with Salesforce CRM, Force.com, Marketing Cloud, and its technologies is desired.
ABOUT SALESFORCE:
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.
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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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .
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