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Salesforce.com, Inc Senior Proactive Services Engineer in Indianapolis, Indiana

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 Locations : Indianapolis, In., Burlington, Ma., Open to remote locations within the eastern region.

Job Category

Customer Success Group

Job Details

The Senior Proactive Services Engineer is a customer-focused expert and is responsible for communicating Salesforce’s handling and execution of high severity cases to customers, as well as implementing and finding ways to prevent customer issues through proactive support, monitoring, and quarterly customer reviews.

This position, as part of the Global Support organization, has primary responsibilities of ensuring clients have the required monitoring solutions enabled for their business-critical processes. In this role, you’ll be responsible for 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 Senior 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, is able to learn new technologies quickly, and uses their time efficiently.

As a Senior 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 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

  • Creation of Knowledge Articles documenting steps for L1/L2 teams to perform

  • 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 regular basis 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

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, 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

PREFERRED QUALIFICATIONS:

  • Certified Email Marketing Specialist

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

ABOUT SALESFORCE:

Salesforce, the Customer Success Platform and the 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.

Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. (http://cloud.mail.salesforce.com/accommodations-request-form)

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

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 Salesfore.com or Salesforce.org.

Salesforce welcomes all.

Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. (http://cloud.mail.salesforce.com/accommodations-request-form)

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

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 Salesfore.com or Salesforce.org.

Salesforce welcomes all.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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