Salesforce.com, Inc Signature Success Engineer in Hillsboro, Oregon

Job CategoryCustomer Success Group

Job Details

The Signature Support Engineer (Primary) is a customer-focused expert and is responsible for Salesforce.com’s Signature Support handling and execution of specific named accounts. The Signature Support 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 Support team, the Signature Support Engineer (Technical) is technically competent, business oriented and highly customer centric.

Responsibilities • End-to-end customer experience • Manage highly visible, global and strategic, specific enterprise accounts and ensure highest levels of customer satisfaction with Signature Support • Attend, prepare and deliver quarterly business reviews with strategic customer stakeholders for your assigned accounts complete with KPIs and 90-day plans.• Serve as a Trusted Advisor, drive conversations with our customer's Business Stakeholders armed with best practices for enterprise architecture functions such as Security, Performance, Development Process, Release Management and Application Governance.• Oversee and manage the resolution of critical technical issues, ensuring prompt and complete resolution to technical challenges and business issues.• Understand and document how the customer uses our technology and to ensure the larger Signature Support Technical team understands has the appropriate level of customer knowledge to increase understanding and familiarity while resolving cases • Provide proactive support, including but not limited to; preparing/presenting trending graphs/reports, leverage the Signature Support Technical team for deeper analysis, engage with customer’s account team to understand their technology road map and provide recommendations and best practices to minimize potential service disruptions.• Advocate Signature Support customer’s priorities internally within Salesforce. Liaise and work closely with the Salesforce R&D and Infrastructure teams on escalated technical issues and product roadmap changes/new features.• Participation in Signature Support project work, including but not limited to; envisioning and sourcing new monitoring and/or reporting tools, creating or improving existing processes/procedures, as well as developing/providing additional “white glove” support practices associated to incident prediction and prevention capabilities.• Serve as a Subject Matter Expert (SME) exhibiting the highest level of expertise in providing Salesforce Support. The SME may be asked to review, improve, and approve technical work; to guide others; and to mentor or teach.• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Share best practices with team members to enhance the quality and efficiency of customer support.• Ability to orchestrate all salesforce teams efforts and ensure we are single point of contact for all post sales support activities. Skills/Experience: • Bachelor's degree in computer science or equivalent experience• 5+ years of prior experience in Technical Support/Services related role and/or 3+ years in technical account management• Demonstrated analysis, problem solving and skills troubleshooting expertise• Ability to effectively prioritize and escalate customer issues as required• 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.Desired Skills/Experience:• Any Salesforce Certification• CRM domain knowledge• Previous experience with Salesforce.com 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

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.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!