WPP IT provides IT services for WPP, the world's largest communications services group. As a creative transformation company, WPP is helping its clients transform the future through extraordinary work. WPP IT is an integral part of that journey and we are proud to provide technology for some of the world's most creative brands.Why we're hiring:At WPP, technology is at the heart of everything we do, and it is WPP IT's mission to enable everyone to collaborate, create and thrive. WPP IT is undergoing a significant transformation to modernise ways of working, shift to cloud and micro-service-based architectures, drive automation, digitise colleague and client experiences and deliver insight from WPP's petabytes of data.As we continue this journey, the purpose of this role is to ensure that Salesforce users are successful in their adoption and engagement of the product. The person in this role directly affects end users assisting them with training and completing their daily tasks in Salesforce. The Success Platform Lead manages the people in this role.What you'll be doing:Supporting Marketing cloud users in their efforts to create digital solutions, email campaigns and email reporting.Supporting Sales Cloud users in their efforts to manage the sales opportunities and the interactions with accounts and clients.Supporting the data integration between Salesforce Sales Cloud org and Marketing CloudCommunicate effectively with end-users to provide updates on issue resolution and manage expectations.Provide necessary training on Marketing Cloud for users and assist with troubleshooting if any problems or errors arise.Knowledge of AMPSCRIPT code to implement business requirements by creating dynamic content.Assist users with QA process to ensure email accuracy and are rendered as expected across all email clients and screen resolutions.Document common support procedures that co-workers can follow.Provide end-user support to end users via email, teams chat or meetings.Investigate, reproduce, and document issues for escalation to Engineering team if necessary.Provide fixes and workarounds and verify changes when applicable to ensure continued operability of Salesforce Marketing and Sales cloud.What you'll need:Knowledge of Salesforce Marketing and/or Sales cloudAbility to train users on various processes in Sales and Marketing Cloud2+ years in customer service roleExcellent problem-solving skillsAbility to function effectively in a multi-tasking environment.Experience initiating and rolling out new processes and improving existing processesExcellent written and verbal communication skillsAbility to cooperate and contribute as a team playerStrong interpersonal skillsUnderstanding of testing processes and methodologiesSalesforce Certification in Marketing Cloud or Sales Cloud a plusKnowledge and experience with Service desk software like Jira is a plusExperience with reporting and analytics is a plusWho you are:You're open:We are inclusive and collaborative; we encourage the free exchange of ideas; we respect and celebrate diverse views. We are accepting: of new ideas, new partnerships, new ways of working.You're optimistic:We believein the power of creativity, technology and talent to create brighter futures or our people, our clients and our communities. We approach all that we do with conviction: to try the new and to seek the unexpected.You're extraordinary:we are stronger together: through collaboration we achieve the amazing. We are creative leaders and pioneers of our industry; we provide extraordinary every day.What we'll give you:Passionate, inspired people– We promote a culture of people that do extraordinary work.Scale and opportunity– We offer the opportunity to create, influence and complete projects at a scale that is unparalleled in the industry.Challenging and stimulating work– Unique work and the opportunity to join a group of creative problem solvers. Are you up for the challenge?
