Salesforce Marketing Cloud Specialist

Pyramid Consulting, Inc; Kraków; Hybrid; PLN 156,000 - 246,000; Full time

Job summary

Pyramid Consulting, Inc. in Krakow, Poland seeks a Salesforce Marketing Cloud Support Specialist for a contract role, providing day-to-day operational support for Salesforce Marketing Cloud across multiple markets and ensuring customer communications run smoothly and safely.

You will assist campaign owners, triage incidents, manage tickets, run reports, and participate in weekly Salesforce reviews, with hands-on SFMC experience, SQL proficiency, and on-call readiness in a hybrid setup.

Qualifications

• Hands-on SFMC in production environment.
• Strong SQL for reporting and investigations.
• Experience with email/SMS execution and troubleshooting.

Responsibilities

• Operational support multimarket.
• Provide daily SFMC support for multiple markets including UK MS Australia Mexico Expat and Bermuda.
• Triages 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 follow-ups.
• SFMC administration reporting.
• Perform administrative tasks such as granting revoking user access.
• Run standard reports and create custom reports to retrieve custom datasets not available through standard reports.
• Campaign owner support business enablement.
• Provide hands-on support to campaign owners advising on campaign setup and best practice for more complex requirements.
• Investigate delivery problems e.g. undelivered emails SMS using tracking data and SQL analysis.
• KTLO platform hygiene.
• Maintain SSL certificates and complete other KTLO activities required to keep the service stable.
• Attend weekly, monthly sessions with Salesforce to align on operational expectations issues and improvements.
• On call out of hours rota based.
• Join a 24/7 rotational with rotating weekly coverage.
• On-call scope may reduce as markets change but expectations during coverage remain consistent

Skills

SFMC support

SQL for SFMC

Email/SMS delivery

On-call readiness

Ticketing & comms

Tools

Salesforce Marketing Cloud

Job description

Job Title: Salesforce Marketing Cloud Support Specialist

Location: Krakow, Poland (Hybrid)

Project Type: Contract

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.

Responsibilities:

• Operational support multimarket
• Provide daily SFMC support for multiple markets including UK MS Australia Mexico Expat and Bermuda.
• Triages 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 follow-ups
• SFMC administration reporting
• Perform administrative tasks such as granting revoking user access
• Run standard reports and create custom reports to retrieve custom datasets not available through standard reports
• Campaign owner support business enablement
• Provide hands-on support to campaign owners advising on campaign setup and best practice for more complex requirements
• Investigate delivery problems e.g. undelivered emails SMS using tracking data and SQL analysis
• KTLO platform hygiene
• Maintain SSL certificates and complete other KTLO activities required to keep the service stable
• Attend weekly, monthly sessions with Salesforce to align on operational expectations issues and improvements
• On call out of hours rota based
• Join a 24/7 rotational with rotating weekly coverage
• On-call scope may reduce as markets change but expectations during coverage remain consistent

Required Skills:

• Handson experience supporting Salesforce Marketing Cloud in a production environment
• Strong working knowledge of SQL for SFMC reporting tracking analysis and investigations
• Practical understanding of email SMS execution and troubleshooting including delivery investigations.
• Solid operational discipline ticket handling stakeholder communication and working effectively under time pressure including on-call.