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Salesforce.com, Inc Success Agent Senior (Tier 2) in Burlington, Massachusetts

Job CategoryCustomer Success Group

Job Details

Success Agents (Tier 2) (SA2) are part of the Support organization within the CSG DMP team and report to the Head of Client Support. The SA2 role blends technical aptitude with curiosity and a drive to get things done and also possess an understanding of the subtitles associated with client relationship management. The role includes an educational component, with the SA2 serving as a conduit for information published on the Salesforce DMP community forums, a key participant in client webinars, and author of internal documentation. The Support team extends across all Salesforce DMP clients and as such, the SA2 role requires an ability to adapt to various markets, verticals, and client tiers.

The SA2 owns the trouble-shooting and related technical documentation associated with escalated and recurring client issues, and plays an integral role in the overall understanding of Salesforce DMP functionality - inside and outside of the company.

Collaboration is a key to success. Important collaborators include other members of the Support, Professional Services and CSG DMP Enablement teams in Solutions as well as colleagues in Technology and Product at Salesforce.

Core Responsibilities Include:

  • Act as first level of support for incoming DMP technical questions, product guidance, and platform troubleshooting through the support portal

  • Conduct hands-on diagnosis of complex technical issues involving data collection, imports, exports, media tagging, the Salesforce DMP platform and product usage

  • Own the issue and drive to resolution, to ensure high client satisfaction, client engagement and product usage

  • Meet or exceed issue resolution, right first time, and other operating metrics

  • Educate other members of the Support team (and in some cases, clients and partners) on new products, related technologies, and recommended approaches

  • Contribute in enriching FAQs, community forums and internal documentation

  • Leverage internal toolset to surface ticket trends, commonalities, and recurring issues across clients

  • Liaise between Solutions, Engineering, and Product teams to enhance support protocols

  • Stay informed of data-driven marketing news, emerging technologies and competitors’ offerings

Success in role requires:

  • A proactive approach to self-education and professional development

  • Understanding of the digital marketing ecosystem and business models (yield, product strategy, sales strategy, campaign strategy)

  • A dependable and reliable team player who understands the need to assist clients with a sense of urgency

  • Awareness of common data collection methodologies including but not limited to the following: URL parsing, text mining, content scraping, SDKs, hashed emails

  • Familiarity with Ad Servers (DFP, OpenX, OAS), DSPs (DBM, MediaMath, Turn), SSPs (AdX, Pubmatic, Criteo) and Third Party Data Providers (Acxiom, AdAdvisor, DataLogix, Exelate, LiveRamp, etc.)

  • Experience in online Ad Operations, Ad Tech or SAAS platforms

  • Ability to manage multiple clients and projects simultaneously

  • Strong analytic and excellent organizational skills

  • Strong communication and technical writing skills

  • Excellent attention to detail and follow-through

  • Empathy and a willingness to champion the cause of the client

Requirements:

  • 2-4 years experience minimum delivering or supporting a digital media business

  • 2+ years experience supporting a martech/adtech or other similar SaaS solution

  • English language proficiency required. Additional languages a plus

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.

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