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The Proactive Monitoring Engineer is a 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.

This position, as part of the Global Support organization, has primary technical support 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 Proactive Monitoring 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 Proactive Monitoring 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:

• 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

May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position

MINIMUM QUALIFICATIONS:

• 3-5 years of prior experience in Salesforce.com Development role

• Passion for delivering outstanding customer experience

• Excellent written and verbal communication skills

• Action oriented with strong organizational, analytical, 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

• Previous experience with Salesforce CRM, Force.com, Marketing Cloud, and its technologies

• 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

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