Vijayalakshmi Bai Jujare
Hyderabad
Summary
CRM professional with 13 years of experience, including 8 years in marketing automation and customer engagement. Currently serves as a support engineer at Salesforce, providing expert assistance for enterprise customers in marketing cloud engagement and CRM integrations. Holds 10 Salesforce certifications, demonstrating advanced knowledge in marketing cloud, data cloud, and platform development. Proven ability to deliver effective technical solutions while managing customer needs in high-pressure environments. Seasoned Support Engineer well-versed in supporting users and troubleshooting common problems. Versatile professional bringing remarkable understanding of operations and resilient nature focused on finding root causes and making permanent improvements. Offering many years of experience working in high-pressure environments to address customer concerns and questions.
Overview
14
14
years of professional experience
Work History
Signature Support Engineer - Marketing Cloud
Salesforce
12.2019 - Current
- Support enterprise customers across Salesforce Marketing Cloud products including Journey Builder, Automation Studio, Email Studio, Advertising Studio, and Social Studio.
- Supported the implementation, optimization, and troubleshooting of automated customer engagement journeys using Salesforce Marketing Cloud.
- Guided customers on Journey Builder, Automation Studio, Contact Builder, and Email Studio best practices to improve campaign effectiveness and operational efficiency.
- Assisted customers in configuring automation workflows, triggered communications, audience segmentation, and personalization strategies.
- Supported enterprise customers in leveraging Data Extensions, Contact Builder, SQL, and CRM integrations to improve targeting and customer engagement.
- Investigated and resolved complex automation workflow, API integration, and data synchronization issues across Marketing Cloud and Salesforce CRM ecosystems.
- Partnered with customers to identify automation bottlenecks and recommend scalable process improvements.
- Collaborated closely with Technical Account Managers, Customer Success Managers, Product Managers, and Engineering teams to drive successful customer outcomes.
- Managed strategic customer escalations while maintaining high customer satisfaction and service quality.
- Developed technical documentation, knowledge articles, and best practice guides to improve operational efficiency.
- Supported customers adopting Salesforce AI and Agentforce capabilities to enhance automation and engagement processes.
- Supported hundreds of enterprise customers across EMEA, APAC, and North America.
- Resolved complex journey, automation, segmentation, and integration challenges impacting customer engagement programs.
- Served as a trusted advisor for Marketing Cloud automation and engagement best practices.
- Recognized for handling critical customer escalations and driving successful resolutions through cross-functional collaboration.
Senior Product Support Engineer
Saba Software India Pvt Ltd
09.2016 - 03.2019
- Administered Salesforce CRM including user management, profiles, permissions, workflows, page layouts, and process automation.
- Supported business users in optimizing CRM processes and maintaining data quality standards.
- Performed SQL analysis, troubleshooting, root cause investigations, and system debugging.
- Worked closely with Engineering and Product teams to resolve technical and business process challenges.
- Delivered L1 and L2 support while consistently maintaining strong customer satisfaction metrics.
- Participated in process improvement initiatives that enhanced operational efficiency and service delivery.
Senior Associate
Accenture
Bangalore
09.2014 - 08.2016
- Managed end-to-end learning operations and content administration for Cisco's global learning platform using Saba Enterprise LMS.
- Administered course lifecycle management, including creation, activation, modification, retirement, and learner enrollment activities.
- Configured and maintained learning paths, curricula, assessments, certifications, and multilingual training programs for global audiences.
- Performed quality assurance on SCORM, AICC, and LCMS content prior to deployment to ensure seamless learner experiences.
- Managed metadata governance and automated notification processes to enhance content lifecycle management and compliance.
- Utilized Remedy ticketing system to prioritize and resolve user requests while meeting SLA commitments.
- Provided real-time support through chat and ticketing channels to achieve high customer satisfaction and operational efficiency.
- Created operational documentation and process guidelines to facilitate knowledge sharing among team members.
Operations Executive – South Region
Emkay Shares and Trading
Bangalore
05.2013 - 09.2014
- Managed client onboarding, KYC verification, and compliance for South Region operations.
- Coordinated with depository participants and compliance teams to expedite client registration.
- Monitored operational activities to ensure adherence to regulatory guidelines and service-level agreements.
- Prepared daily and monthly MIS reports and dashboards for regional leadership decision-making.
- Facilitated registration of authorized persons and sub-brokers in collaboration with exchanges.
- Handled customer queries, trade confirmations, and contract note processing while maintaining service standards.
- Streamlined workflows to reduce processing delays and ensure accurate records.
Branch Operations Executive
Bajaj Capital Ltd.
Bangalore
04.2012 - 05.2013
- Managed policy processing, underwriting support, customer documentation, and branch operations activities.
- Coordinated with sales teams, customers, and head office stakeholders to ensure timely service delivery.
- Maintained customer records, premium collections, compliance documentation, and operational reports.
- Supported advisor onboarding, training coordination, and regulatory processes while ensuring service quality standards.
Education
MBA - Human Resources
IGNOU
Bangalore05-2015
Bachelor of Science - Computer Science
Sri Krishnadevaraya University
Ananthapur04-2007
Skills
- Salesforce Marketing Cloud
- Salesforce CRM
- Email Marketing
- Journey Builder
- Automation Studio
- Email Studio
- Data Extensions
- Salesforce Data Cloud
- Triggered Communications
- Campaign Automation
- Marketing Automation
- Campaign & Engagement
- Audience Segmentation
- Lead Nurturing
- CRM & Data Management
- Stakeholder Management
- Cross-Functional Collaboration
- Campaign Automation
Salesforce Certifications
- Salesforce Certified Agentforce Specialist
- Salesforce Certified Data Cloud (Data 360) Consultant
- Salesforce Certified Marketing Cloud Engagement Administrator
- Salesforce Certified Marketing Cloud Engagement Consultant
- Salesforce Certified Marketing Cloud Engagement Developer
- Salesforce Certified Marketing Cloud Email Specialist
- Salesforce Certified Platform Administrator
- Salesforce Certified Advanced Administrator
- Salesforce Certified Platform Developer I
- Salesforce Certified AI Associate
Timeline
Signature Support Engineer - Marketing Cloud
Salesforce
12.2019 - Current
Senior Product Support Engineer
Saba Software India Pvt Ltd
09.2016 - 03.2019
Senior Associate
Accenture
09.2014 - 08.2016
Operations Executive – South Region
Emkay Shares and Trading
05.2013 - 09.2014
Branch Operations Executive
Bajaj Capital Ltd.
04.2012 - 05.2013
MBA - Human Resources
IGNOU
Bachelor of Science - Computer Science
Sri Krishnadevaraya University