Salesforce Marketing Cloud SFMC Support Specialist

Role description

Salesforce Marketing Cloud SFMC Support Specialist

Krakow, Poland(Hybrid, 2-3 days work from office)

6 Months contract(B2B Contract or SUb-Contract)

Rate: 140 PLN per hour.

We are seeking a Salesforce Marketing Cloud SFMC Support Specialist to support our multimarket digital messaging capability.

You will be responsible for day to day platform support technical troubleshooting and operational excellence across email and SMS channels helping ensure our communications remain reliable secure and well governed including through rotabased outofhours oncall support.

Role purpose

Provide day to day operational support for Salesforce Marketing Cloud across multiple markets helping keep customer communications running smoothly and safely

Support business users campaign owners with guidance on campaign configuration and troubleshooting including advanced requirements beyond basic one off email SMS

Deliver KTLO activities and partner with internal teams and Salesforce vendor to maintain service quality and resolve issues at pace.

Main responsibilities

• Operational support multimarket
• Provide daily SFMC support for multiple markets including UK MS Australia Mexico Expat and Bermuda.
• Triage investigate and resolve incidents and service requests raised by business users
• Ticket management ways of working
• Manage demand via the established intake process
• Maintain clear ticket updates evidencing investigation steps outcomes and followups
• SFMC administration reporting
• Perform administrative tasks such as grantingrevoking user access
• Run standard reports and create custom reports to retrieve custom datasets not available through standard reports
• Campaign owner support business enablement
• Provide handson support to campaign owners advising on campaign setup and best practice for more complex requirements
• Investigate delivery problems eg undelivered emailsSMS using tracking data and SQL analysis
• KTLO platform hygiene
• Maintain SSL certificates and complete other KTLO activities required to keep the service stable
• Vendor engagement
• Attend weekly, monthly sessions with Salesforce to align on operational expectations issues and improvements
• On call out of hours rotabased
• Join a 24/7 rotational with rotating weekly coverage
• Oncall scope may reduce as markets change but expectations during coverage remain consistent