Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Languages
Personal Information
Timeline
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Arun Goyal

Panchkula,HR

Summary

Results-oriented Marketing Cloud Technical Support Engineer with a proven track record in delivering top-tier support for marketing technologies. With a keen eye for detail, I am dedicated to exceeding customer satisfaction through timely and accurate issue resolution. With strong interpersonal and communication skills I can effectively collaborate with cross-functional teams bridging technical complexities and client expectations. I am eager to contribute my technical expertise and client-centric approach to drive success in Marketing Cloud environments, fostering lasting relationships and contributing to organizational growth.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Technical Support Engineer, Marketing Cloud

Salesforce
Hyderabad, TG
02.2022 - Current
  • Product & Topic Handled: Marketing - Email Studio & Email Deliverability
  • Respond to customer-reported issues and communicate progress of resolution/status, as per SLA
  • Provide expert-level technical support via phone, email & comment to Salesforce customers
  • Helping Customer to set Domains, IP addresses within Marketing Cloud account
  • Provide support regarding DNS entries required to make domain authorized
  • Manage support cases on daily basis, including transfers from other regions
  • Manage escalations and expectations for customers
  • Identify situations where professional services may be warranted
  • Maintained clear communication channels with clients throughout troubleshooting process, ensuring transparency and trust
  • Delivered Tier-3 support and SME input to internal and external customers
  • Generated reports to track performance and analyze trends.
  • Mentored junior members of team on best practices in issue resolution techniques
  • Managed multiple concurrent support cases with precision and focus, resulting in high rate of case closure within target timelines

Senior Associate Campaign Management

HighRadius Technologies
Hyderabad, TG
06.2018 - 01.2022
  • Lead Generation: Responsible for generating leads through various email marketing channels including Cold Emails (Outlook) & Enmasse Email Marketing (HubSpot)
  • Business Development: Managing relationship with prospects in terms of understanding their Accounts Receivable (Order-to-Cash) process and play an advisory role by suggesting best practices and automation solutions to improve key metrics like DSO (Days Sales Outstanding), Working Capital & Bad-Debt
  • Developing Marketing Strategies: While working for different geographic regions (NA & EMEA), I helped to develop different marketing strategies around Accounts Receivable domain
  • Campaign Management: Responsible for email campaign management (script building, planning, and execution) for NA and EMEA prospects
  • Hands-on experience in using email marketing tools like HubSpot.

Education

PGDBA (Marketing) - B2B Marketing

Symbiosis Centre For Distance Learning
Pune, India
09.2023

B.E. - Computer Science Engineering

Chitkara University, H.P
Baddi, India
07.2019

Class 12th -

DAV Sr. Sec Public School, Surajpur
Surajpur, India
05.2015

Class 10th -

Sophia Convent School, Kalka
Kalka, India
05.2013

Skills

  • Salesforce Marketing Cloud
  • Splunk
  • WinSCP
  • FileZilla
  • MS-Office
  • HubSpot
  • SQL
  • Customer Success Management

Websites

Certification

  • Salesforce Marketing Cloud Email Specialist
  • Salesforce Marketing Cloud Administrator
  • Salesforce Certified Associate
  • Digital Marketing Certificate Program (Texas A&M University, Texarkana)

Accomplishments

  • Won 1st Prize in Aarambh Dance Event in Salesforce
  • Awarded with R&R (Rewards & Recognition) for Q2-2019 at HighRadius Technologies.

Languages

English
Upper intermediate (B2)
Hindi
Upper intermediate (B2)

Personal Information

  • Date of Birth: 07/05/97 (7 May 1997)
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Single

Timeline

Technical Support Engineer, Marketing Cloud

Salesforce
02.2022 - Current

Senior Associate Campaign Management

HighRadius Technologies
06.2018 - 01.2022

PGDBA (Marketing) - B2B Marketing

Symbiosis Centre For Distance Learning

B.E. - Computer Science Engineering

Chitkara University, H.P

Class 12th -

DAV Sr. Sec Public School, Surajpur

Class 10th -

Sophia Convent School, Kalka

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Arun Goyal