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Customer Success Group
Detailed Role & Responsibilities:
Assisting customers in troubleshooting their custom code, integration, and implementation of Salesforce Marketing Cloud suite. This involves debugging, troubleshooting of marketing campaigns (email, sms, social media) of customers and ensuring issues are fully resolved.
Manage highly visible, global and strategic customer issues and ensure 100% customer satisfaction with respect to their marketing campaigns and promotions strategies
Demonstrating exceptional analytical, troubleshooting, and problem-solving expertise.
Managing customer expectations and the customer experience to maximize customer satisfaction.
Actively maintaining and participating in work-related training and up-skilling activities.
Demonstrating the ability to research, document and prioritize customer issues, leveraging internal tools and escalating to relevant teams as necessary
Multitasking and performing effectively under pressure and meeting all support related KPIs as outlined by business
Creating and curating knowledge content.
Mandatory Technical/General Qualifications:
2 to 5 years of enterprise work experience
Willingness to get into a enterprise support role
Working experience in producing and executing all email and SMS campaigns, including building emails from templates and HTML, QA, and scheduling.
Knowledge of building effective target audiences and segments for every message to drive engagement and revenue performance for customers
Thorough understanding of campaign metrics like click through rate, conversion rate, bounce rate, list growth, sharing/forwarding, ROI.
Ability to d evise and execute A/B tests, manage testing calendar, record results, and advise on improvements.
Understanding of render testing across devices, email clients, and ISPs to ensure that emails are rendering correctly for the majority of the subscriber base.
Social Media Marketing experience on all major social media platforms – LinkedIn, Twitter, Facebook & YouTube
Knowledgeable in Google Analytics, HTML/CSS, A/B Testing, and other CMS.
Experience using SQL and similar queries to analyze data.
Adequate knowledge of SEO/SEM and familiarity with various marketing automation tools and web traffic metrics
Excellent written and verbal communication skills
Flexibility to work in any shift (APAC, EMEA, US) as per business need.
Willingness to work over the weekends and avail week offs during the weekdays
Good to have:
Working experience in Marketing Cloud/Automation (Salesforce, Oracle, Adobe, Mailchimp, Marketo, Hubspot etc)
Certifications - HubSpot certification, Fundamentals of digital marketing by Google, Google Analytics Certification, Facebook blueprint certification
Experience with web service integration (REST/SOAP)
We operate 24x7 which can involve working during one of the below shifts determined as per business need and also have a non-standard work week(Ex: Tue - Sat, Wed - Sun).
While we have 5 days a work week, it is not necessary that the weekend is Saturday and Sunday. You may get your weekly off on any day of the week (Mon/Tue, Thu/Fri) AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time)
EMEA hours – 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time
APAC hours – 5.30 AM IST onwards Work hours are subject to change depending on Business needs.
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