Vaibhav Kaushik

Salesforce.com, Hyderabad: From April 2017 – Sept, 2021 as Principal Signature Success Engineer

Projects: Manage multiple strategic clients, major ones are “CommonWealth Bank of Australia”, “Westpac” and “GAP Inc.”

About Project: Deep understanding of factors that drive customer success for SFMC implementations and how they directly contribute to long-term customer retention.

My Responsibilities:  Being associated with these projects since start, I wore several hats in my tenure starting from gathering requirements, implementing solutions to troubleshooting and debugging all major and minor issues on clients. As of now my key responsibilities are: 

• Conduct Technical Discovery sessions directly with prospects and customers. Technical Discovery is designed to uncover technical and marketing requirements to be addressed in presentations and demonstrations
• Describe the product functionality in a way that enables support and service providers to develop materials in support of the product
• Identify technical, non-functional requirements in support of UI driven workflows as well as APIs
• Where appropriate and required for Customer Success, providing direct support to the project team during the full lifecycle of the engagement.
• Proactively mitigate and manage critical escalations and at-risk accounts; communicate effectively and appropriately with internal and external leaders and executives
• Creation of new Journey Builder campaigns as well optimize the existing one based on its performance, recently created Feedback journey campaign, whenever any case is closed in Service Cloud, it sends an email from Marketing Cloud to capture end user satisfaction.
• Implement Marketing Cloud Connector for several business units to make successful connection between Sales/Service clouds to Marketing Cloud.
• Consult out clients to leverage Marketing Cloud APIs, Apex Callouts of Sales Cloud.
• Automated the Import, Data Extract and Query activities etc. using Automation studio as per client’s requirements.
• Motivate, develop, coach, and lead team members in adherence with established processes