Sachin Saini
Customer Success Engineer | Service Cloud Consultant | 5X Salesforce certified | CSP-I |
- Role
- Customer Success Engineer at Salesforce
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
Experience
Customer Success Engineer
May 2016 — Present · Gurgaon, IN
Served as the primary point of contact for Customer Success relating to owned solutions and products.Delivered Tier-2 support to internal and external technical engineers and leaders. Explained technical information in clear terms to promote better understanding for non-technical users.Documented faults and bugs for referral to development staff for use in updates.Performed root cause analysis of reported issues to enact corrections.Communicated with stakeholders to share critical technical information and deliver project updates.Extensive experience in Salesforce Service Cloud with specialization in Service Cloud Classic and Lightning.Experience in security and data visibility settings – Profiles, Roles, Permission Sets, Validation Rules.Experienced in requirements gathering and developing user stories.Experienced in translating functional and non-functional requirements to system requirements.Experienced in cloud applications, relational databases and web technology.Devising solutions for customers that address concerns, resolve issues & increase satisfaction.Excellent Technical Knowledge Article writing skill.Excellent presentation skills with strong client facing and consulting skillsCreating and delivering presentations incorporating persuasive messages to technology and business audiences.Managing complex customer interactions and situations.Improved application performance through optimization of flow processes.Supported software integration and maintenance enhancements.Addressed technical issues and guided end users through resolution.Partnered with development team on product development and application support plans.Conducted scheduled system upgrades to maximize performance.Application log analysis for reported complex issueField Service Software Support for ClickSoftwareExperienced in Critical Incident Management for Sev. 0 and Sev. 1 issues.
Education
Kurukshetra University (KUK)
Bachelor of Technology - BTech
2009 — 2013
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