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Job Category
Customer SuccessJob Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
The Proactive Monitoring Engineer is a customer-focused expert and is responsible for Salesforce.com’s handling and execution of high severity cases as well as implementing and finding ways to prevent customer issues through proactive support and monitoring.
This position, as part of the Global Support organization, has primary technical support responsibilities for an assigned account portfolio, 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 Proactive Monitoring Engineer is a team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations, has excellent problem solving skills, is able to learn new technologies quickly, and uses their time efficiently.
As a Proactive Monitoring 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:
Provide expert-level technical support to high touch clients
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 daily basis
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
May require work outside of normal business hours, holidays, and some weekends as this role is an on-call position
Shift Timings: AMER ; EMEA; APAC
Work during European Time zone (12:30 PM - 09:30 PM) IST or (1:30 PM to 10:30 PM) IST - Depending on Daylight Savings Time
Work during Amer hours (Pacific Time zone - 08:30 PM/09:30 PM IST) and (Eastern Standard Time -
5.30 PM/6.30 PM IST onwards depending on Daylight Savings Time), work hours can change depending on Business requirements
MINIMUM QUALIFICATIONS:
2-5 years of prior experience in Salesforce.com Development role
Passion for delivering outstanding customer experience
Excellent written and verbal communication skills
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
Previous experience with Salesforce CRM, Force.com, Marketing Cloud, and its technologies is desired
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
API Programming or Software Development
Software Design Lifecycle
PREFERRED QUALIFICATIONS:
Visualforce and Apex code experience
Certified Administrator
Certified Advanced Administrator
Certified App Builder
Certified Platform Developer
Certified Email Marketing Specialist
CRM domain knowledge
Previous experience with Salesforce.com CRM and its technologies
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
Accommodations
If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.
Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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