Abhishek Rai
Greater Noida
Summary
Experienced Senior Signature Success Engineer at Salesforce India with extensive expertise in Salesforce Marketing Cloud Personalization (MCP). Demonstrated capability in architecting and implementing scalable personalization strategies, leading cross-functional technical initiatives, and enhancing platform performance through automation and optimization. Known for mentoring global teams, driving operational excellence, and boosting customer engagement through data-driven personalization solutions.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Success Engineer
Salesforce India Ltd.
Hyderabad
11.2020 - Current
- Spearhead complex personalization solutions for global clients using Salesforce Marketing Cloud Personalization (MCP), with expertise in WebSDK, MobileSDK, and server-side campaign architecture.
- Design and implement scalable web/server-side campaigns, optimize decisioning logic, and analyze visitor behavior via campaign tracking to drive user engagement and retention.
- Architect end-to-end data flows involving ETL ingestion, catalog/user data processing, Segment Exporter, and seamless integration with Journey Builder and Email Studio.
- Leverage Audience Builder, Triggered Campaigns, and Data Extensions to orchestrate real-time, multi-channel marketing experiences based on unified customer profiles (UCP).
- Collaborate with cross-functional teams (Product, Engineering, Support) to enhance platform stability and implement feedback loops from enterprise clients.
- Act as a technical advisor for advanced client use cases, including decision node optimization, triggered messaging, and UCP behavior analysis.
- Contributed to Data Cloud (formerly CDP) enablement by assisting with data unification, identity resolution, and activation workflows, enabling a seamless 360° customer view.
- Lead onboarding and mentorship programs for new engineers; established structured training sessions and access-readiness processes, ensuring faster ramp-up, and reduced dependency.
- Served as backup Swarm Lead, overseeing priority escalations, reducing resolution time, and improving knowledge retention across global support teams.
- Proposed tooling enhancements that reduced resolution effort, and improved campaign debugging efficiency.
- Contributed innovative ideas during team discussions, fostering a culture of collaboration and continuous improvement.
- Consistently exceeded customer satisfaction targets by delivering creative, scalable solutions tailored to complex personalization challenges.
Application Engineer
PI Softek Ltd.
Noida
02.2018 - 11.2020
- Served as a key member of Tier 1 Global Support for a cross-channel marketing platform, providing comprehensive assistance across APAC, EMEA, and AMER time zones.
- Acted as a primary client liaison, configuring user roles, permissions, and supporting platform integrations, including Google Analytics, private domains, and dedicated IP setups.
- Utilized HTML, CSS, and JavaScript for email template customization, landing page optimization, and web editing tasks to enhance campaign engagement.
- Delivered end-to-end support for campaign execution—building, testing, executing, and measuring nurture, drip, and operational programs, including emails, landing pages, forms, and scoring models.
- Guided global clients in data management, including automation setup, connector transfers, and seamless data ingestion/migration for campaign readiness.
- Ensured compliance with CAN-SPAM, GDPR, and CCPA regulations, providing strategic insights into regulatory adherence and marketing ethics.
- Performed A/B testing and ongoing optimization of email campaigns and landing pages, contributing to improved deliverability and click-through rates.
- Monitored high-volume email jobs for enterprise clients such as URBN, CITI Cards, PCH, and American Airlines, coordinating with analysts to resolve backend queue delays and database issues.
- Provided expert-level support for Cheetah Digital’s Marketing Suite, including diagnosing platform issues, configuring advanced triggers, and executing API-based workflows via Postman.
- Recognized as a 'Quick Starter' for exceeding performance expectations and mastering platform capabilities in record time.
- Led troubleshooting efforts for complex use cases, including SSL certificate installation, looping block configurations, and real-time event triggers.
- Maintained a consistent track record of SLA compliance and delivered prompt, tailored solutions to a diverse, global client base across voice, email, and ticketing channels.
Product Support Analyst
Teleperformance India Pvt.Ltd.
06.2017 - 01.2018
- Delivered Tier 2 technical support for Symantec Enterprise Antivirus, assisting enterprise clients in secure deployment, and advanced configuration of antivirus software across desktops, laptops, and mobile endpoints.
- Supported seamless integration of antivirus programs with enterprise IT environments, ensuring compatibility with existing systems, and operational workflows.
- Advised clients on cybersecurity best practices, helping them safeguard websites and applications from a wide range of digital threats and malware vulnerabilities.
- Conducted in-depth research on evolving virus types, and participated in proactive analysis of security incidents, contributing to faster threat response and resolution.
- Performed website vulnerability assessments, and collaborated with internal teams to provide tailored recommendations for enhancing web application security.
- Maintained high customer satisfaction by delivering clear, effective technical guidance, and resolving escalated issues within defined SLA windows.
Technical Analyst
Wipro Ltd.
06.2014 - 05.2017
- Working as a Technical Analyst in Tier 1 Technical Support.
- Assisting clients with application configurations.
- Helping to resolve network speed issues.
- Responsible for managing all the Reuters technical updates pushed over the network.
- Overseeing application testing online to ensure proper functionality.
Education
MCA - Computer Applications
UPTU
Uttar Pradesh01.2013
B. Sc. - Science
VBSPU
Uttar Pradesh01.2010
12th - Science
CBSE
Rajasthan01.2007
10th - Science
CBSE
Rajasthan01.2005
Skills
- Personalization (MCP) Architecture and Optimization
- Personalization Strategy (Web and Server-side)
- SDK Integration (Web/Mobile), ETL, and Data Feeds
- Decisioning Frameworks and Triggered Campaigns
- Cross-Team Leadership and Mentoring
- Marketing Cloud: Journey Builder, Email Studio, Audience Builder
- API integrations, segment exporters, data extensions
- Swarm, Support Process Governance, Access Management Automation
- Campaign optimization
- Data integration with Data Cloud(formerly known as CDP)
Certification
- Marketing Cloud Email Specialist Certified
- Marketing Cloud Personalization Accredited Professional Certified
- Salesforce AI Associate Certified
Personal Information
- Date of Birth: 10/23/1989
- Nationality: Indian
Areas Of Interest
Software Development/Testing, keen to work on different Marketing Applications, SSL installation, Operating Systems, Cloud Computing
Language And Programmings
- Basics HTML/CSS/JS
- Intermediate SQL
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Senior Success Engineer
Salesforce India Ltd.
11.2020 - Current
Application Engineer
PI Softek Ltd.
02.2018 - 11.2020
Product Support Analyst
Teleperformance India Pvt.Ltd.
06.2017 - 01.2018
Technical Analyst
Wipro Ltd.
06.2014 - 05.2017
MCA - Computer Applications
UPTU
B. Sc. - Science
VBSPU
12th - Science
CBSE
10th - Science
CBSE
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