Job Description

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

Sales

Job Details

Q Branch is extending an essential service to core Solutions Engineers: Solutions Support. Today, Marketing Cloud SEs can submit tickets, ask questions and receive guidance on demo-related issues, and soon the processes, resources and tools the Solutions Support team uses will be leveraged to help a wider audience.

Currently, SEs who need help during deal cycles post to Chatter and hope someone will respond. This new role will monitor popular SE channels and provide timely support, answering questions, helping troubleshoot issues or pointing users to the right self-services resources and tools.

It is a critical, high-visibility role, and has a direct impact on retaining customers and winning strategic new business for Salesforce. It is internally-facing, so you will be working primarily with employees who have familiarity or skill with Salesforce. It provides exposure to Q Branch, Solution Engineering, Product Management and Enablement, giving you paths into these areas of the business.

Key Responsibilities:

* Support SEs globally who are using demo environments and tools, assuring faster response and time to resolution.

* Assist new users, providing guidance and access to resources.

* Contribute and update knowledge for the demo environments knowledge base.

* Work closely with Q Branch to understand new product releases and develop knowledge to support them.

* Provide feedback to Q Branch to improve products and services.

Experience/Skills Required:

* Extensive experience configuring and customizing Salesforce platform, products and apps.

* Bachelors Degree in Informatics, Computer Science, Interactive Design, Instructional Systems, Telecommunications, Information Systems or related field, or equivalent experience.

* 3 + years relevant work experience

In addition to the requirements above, the ideal candidate will also:

* Be able to manage and prioritize effectively and independently

* Thrive in a learning while doing environment

* Have a customer service mindset

* Be able to balance multiple responsibilities in a fast-paced environment

* Continuously innovate and re-imagine existing processes to improve support experience

* Be able to present at an executive level

As part of a growing team, youll have an opportunity to make an immediate impact and be well positioned for career growth and opportunities.

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