Edwin Samuel

- I identify and lead technology initiatives to enhance and optimize Proactive Services, utilizing automations and SQL to streamline workflows and processes for improved efficiency.
- I apply process improvement methodologies, focusing on best practices and performance measurements, integrating automation tools like Automation Studio and SSJS where necessary.
- I use design thinking and rapid experimentation to continuously improve outcomes for both customers and engineers.
- I research industry trends to keep Proactive Services on the cutting edge of monitoring capabilities, ensuring the latest tools and automations are implemented.
- I develop strong working relationships with support and infrastructure teams to ensure the successful delivery of value-added services and automations.
- I provide leadership on tooling adoption and workflow automation, resulting in increased customer satisfaction and retention.
- I meet with customers regularly to understand their business context and requirements, updating monitoring plans and implementing automated solutions for enhanced platform usage.
- I manage client support cases using SQL-based reports, assisting them in optimizing their platform with workflow guidance and automation opportunities.
- I leverage strong change management skills to implement new technologies and manage high-severity cases, ensuring timely resolutions and customer satisfaction.
- I issue regular executive-level status reports, utilizing trending graphs and SQL queries to provide proactive support and recommendations for minimizing service disruptions.
- I engage in bi-weekly meetings with customers to address ongoing issues and offer automation-driven solutions to optimize their Salesforce usage.
- I act as the single point of contact for post-sales activities, managing global enterprise accounts and orchestrating Salesforce teams to ensure customer satisfaction.
- I prepare and deliver quarterly business reviews for assigned accounts, complete with KPIs, plans for Salesforce Success Plan adoption, and insights from automation and journey data.
- I handle large, complex, distributed systems and am comfortable navigating complex customer requests that involve multiple parties and enterprise systems.
- I contribute to internal Salesforce projects, sharing best practices, collaborating on automations, and serving as a subject matter expert in specific technical areas.
- I build and manage technical Salesforce Marketing Cloud (SFMC) infrastructure, supporting client growth by implementing SQL-driven journeys and SSJS-based automations for personalized customer experiences.
- I collaborate with cross-functional teams in marketing, sales, content, analytics, and engineering, ensuring smooth execution of email campaigns, automations, and journey configuration using Journey Builder and Automation Studio.
- I lead the tactical execution of email campaigns, from developing HTML templates to managing deployment and analyzing inbox placement with the help of SQL queries and automation workflows.
- I create and manage large volumes of deadline-driven campaigns and assets such as calendars, reports, and direct mail, ensuring smooth campaign execution through automations.
- I use Automation Studio, SQL, and SSJS to automate import, extract, and query activities, optimizing data management processes.
- I manage multiple projects simultaneously, delivering client requirements on time, often working within Agile and Scrum environments.
- I have experience with multivariate testing, analysis, and reporting, automating A/B testing processes to drive better campaign segmentation and content decisions.
- I build and maintain email dashboards using SQL queries, conduct A/B testing, and provide test results to stakeholders, helping them make data-driven decisions.
- I develop reports to measure data quality within Salesforce and automate the report generation for easy access by stakeholders.
- I create thorough documentation for end-users and managers, streamlining navigation and system usage, and quickly addressing any operational or process issues.
- I handle data migration using Data Loader and Informatica Power Exchange, ensuring seamless data integration for custom journeys and automations.
- I create personalized journeys and implement marketing campaigns using Journey Builder, Email Studio, and Automation Studio, tailoring content to customer behavior insights.
- I perform the roles of Salesforce Developer and Administrator, building automations and workflows that ensure accurate and efficient process management.
- I use Interaction Studio to analyze customer behavior, using the insights to refine automation processes and drive customer engagement and conversions.
- I collaborate with marketing teams to design and implement personalized content, promotions, and segments, ensuring all elements are automated and ready for testing before campaign launches.

- Understand customer queries or issues and take prompt action to resolve them using internal tools to identify and troubleshoot the root cause.
- Work as both a consultant and support engineer, ensuring the best customer experience by addressing a wide range of Salesforce Marketing Cloud modules, including Send Management, Data Management, Email Studio, Content Builder, Journey Builder, Automation Studio, and Einstein features.
- Provide best practice recommendations to help customers resolve issues efficiently.
- Offer end-to-end technical support for implementing Marketing Cloud solutions for global customers, helping troubleshoot project issues and keeping customers updated via video calls, emails, and comments.
- Extensive experience in building and configuring Marketing Cloud automation solutions, focusing on business units, user and permission management, data management, and Salesforce integrations.
- Deep understanding of core Marketing Cloud features such as Email Studio, Web Studio, Journey Builder, Automation Studio, and Content Builder.
- Architect and manage Marketing Cloud data models, creating and managing data extensions, lists, and data sources for campaign sends and tracking data.
- Expertise in debugging Email, SMS, and PUSH sending issues, using custom solutions built with APIs, AMPScript, SSJS, and Cloud Pages.
- Strong knowledge of Journey Builder, including entry sources, flow controls, and Salesforce object-based business automation logic.
- Implement Einstein Email and Web Recommendations, using tracking codes to capture subscriber behavior for product views, cart actions, and searches within Marketing Cloud.
- Hands-on experience in building personalized email templates and Cloud Pages using HTML, CSS, JavaScript, AMPScript, and SSJS.
- Proficient in SQL queries to extract data from Data Extensions and Data Views.
- Experience working with a global customer base, including US, UK, and APAC regions.
- Recognized as a Signature Success Engineer with high customer satisfaction, reflected in a high number of positive survey responses.

- Develop insights into client expectations and provide business analysis by building tailored customer logic.
- Use Email Studio to create personalized emails, from basic newsletters to complex campaigns, delivering promotional, transactional, and triggered emails.
- Track and optimize email campaign performance by monitoring metrics like opens, clicks, and deliverability.
- Build reusable content blocks including text, HTML5, images, buttons, and dynamic content, ensuring targeted messaging with A/B testing.
- Design mobile-optimized email templates and use rendering tools to preview emails on mobile and desktop devices.
- Create lists or data extensions for subscriber data and segment subscribers using groups and data filters.
- Manage user-initiated and triggered email interactions, including send definitions and opt-in confirmation messages.
- Automate recurring processes and group activities into Programs to execute multi-step campaigns in a specific order.
- Use A/B testing to optimize email campaigns and deliver more targeted messages to subscribers.
- Generate asynchronous reports from the tracking tab and deliver them to inboxes or FTP servers for analysis.
- Execute marketing and data management activities using Automation Studio, building automations with email sends, file imports, and SQL queries.
- Design automated and responsive customer journeys in Journey Builder, guiding customers through their brand journey.
- Work with technical leads to contribute to blueprints and plan feature sets impacting multiple platforms.
- Design custom apps, objects, fields, and relationships, solving issues related to data sharing, security, and permissions.
- Build relational data through data extensions and develop dynamic content projects for personalized emails.
- Utilize Salesforce Marketing Cloud tools and scripting languages like AMPscript, SSJS, and SQL to create advanced customizations and personalized content.
- Test and validate solutions while conducting code reviews for junior resources to ensure quality.
- Map Salesforce Marketing Cloud features to the client’s business processes, ensuring the CRM and marketing tools work together seamlessly.
- Serve as a subject matter expert in SFMC technologies such as HTML, CSS, and SQL, offering clients strategic recommendations.
- Establish rapport with clients throughout the project lifecycle, identifying future business opportunities and areas for growth.
- Assist with workflows, approval processes, validation rules, and process builders based on business needs.
- Manage bulk data imports, exports, updates, and deletions, while preparing custom reports for clients.
- Analyze, develop, and automate email sending processes, configure sender profiles, and extract data across different types.
- Collaborate with global clients, resolving issues raised through calls and emails, focusing on SQL queries, AMPscript, and subscriber management.
- Monitor and implement new Salesforce features, providing process recommendations and managing active user licenses.
- Design automated communication responses tailored to organizational workflows, ensuring smooth client operations.
- Create customized dashboards for different user groups, aligning with their specific business functionalities and needs.