Associate Service Consultant, Salesforce Marketing Cloud CRM Systems

What you'll do

• Serve as the primary point of contact and first-level escalation for system incidents and problems.
• Manage daily ticket activity reviews to monitor queue levels, processing efficiency, and backlog status.
• Coordinate with Managed Service Providers to ensure high-quality outcomes and adherence to service level agreements.
• Act as a subject matter expert for Salesforce Marketing Cloud and Veeva systems.
• Oversee audit artifact fulfillment and coordinate with internal compliance teams on related requests.
• Manage vendor relationships, including contract renewals, performance reviews, and cost tracking.
• Perform financial analysis of service provider performance to identify cost optimization opportunities.
• Monitor budget spend and forecast alignment to ensure services remain within approved financial parameters.

What we're looking for

• Bachelor’s Degree in IT, Computer Science, or Computer Engineering with 5 years of experience, or a Master’s Degree with 4 years of experience.
• At least 2 years of experience with Salesforce Marketing Cloud.
• Solid understanding of Journey Builder, Marketing Cloud APIs, and the CRM ecosystem including Veeva CRM, Service Cloud, and MuleSoft.
• Experience in application outsourcing, vendor management, service level management, and change control processes.
• Experience with ITIL processes including Incident, Problem, Release, Deployment, and Continuous Improvement management.
• Strong skills in data analysis, trend identification, problem-solving, and facilitating cross-functional meetings.
• Experience with marketing automation best practices and designing scalable integration and data flow solutions.
• Master’s Degree in MBA or related fields; experience with SDLC, customer data platforms, AI features, or Life Sciences domain (preferred).