Jeff McKinley

Experience

• 

  FGL Sports Ltd

  Jun 2007 - Sept 2014

  Sales Consultant
• 

  Camp Rotary

  May 2009 - Aug 2009

  Counsellor
• 

  Business Fredericton North

  May 2010 - Sept 2010

  Market Research Assistant
• 

  Delta Hotels

  May 2011 - Sept 2011

  Food & Beverage Server
• 

  Cognizant

  Jul 2013 - Aug 2015

  Success Agent - Contract (Salesforce)
• 

  Salesforce

  Aug 2015 - now

  Customer-focused leader responsible for driving customer success of Salesforce’s solutions through resolution process & automation. Duties include defining Proactive Monitoring automation requirements and identifying available solutions, engaging with a wide range of internal technical and data science teams, developing the technological foundation for a scalable service offering that meets customer demand, and guiding the implementation of evolving technologies towards the Proactive Resolution Experience. Show less Customer-focused leader responsible for driving customer success of Salesforce’s Proactive experience Tooling & Technology solutions. Duties include defining Proactive tooling requirements and identifying available solutions, engaging with a wide range of internal technical and data science teams, developing the technological foundation for a scalable service offering that meets customer demand, and guiding the implementation of evolving technologies towards the Proactive Experience. Responsibilities:-Lead in developing Proactive Monitoring Tooling to achieve technological and service objectives around operational excellence and evolution of the Proactive Support Experience.-Ensure the team develops and leverages resources, tools, and technology necessary to optimize technical solutions for customers.-Determine how to meet growing scale requirements while ensuring reliability within the platformMeet with Customers and Business Partners to understand and capture their business context and requirements for monitoring and proactive offerings.-Provide leadership and direction on tooling adoption to the proactive monitoring teams, resulting in increased overall customer satisfaction and customer retention.-Research industry trends and evolution of Proactive Services to remain on the cutting edge of Proactive Monitoring capabilities.-Identify and Drive technology initiatives to enhance and optimize the Proactive Services capabilities.-Develop excellent working relationships with other support & infrastructure management to enable the successful delivery of Proactive Monitoring and other value-added services.-Identify areas for proactive support automation that can drive improvements, efficiency and increased productivity across the Technical Engineer group-Strong change management skills are critical to implement various new technologies. Show less Customer-focused leader responsible for driving customer success of Salesforce’s Proactive experience Tooling & Technology solutions. Duties include defining Proactive tooling requirements and identifying available solutions, engaging with a wide range of internal technical and data science teams, developing the technological foundation for a scalable service offering that meets customer demand, and guiding the implementation of evolving technologies towards the Proactive Experience. Responsibilities:-Lead in developing Proactive Monitoring Tooling to achieve technological and service objectives around operational excellence and evolution of the Proactive Support Experience.-Ensure the team develops and leverages resources, tools, and technology necessary to optimize technical solutions for customers.-Determine how to meet growing scale requirements while ensuring reliability within the platformMeet with Customers and Business Partners to understand and capture their business context and requirements for monitoring and proactive offerings.-Provide leadership and direction on tooling adoption to the proactive monitoring teams, resulting in increased overall customer satisfaction and customer retention.-Research industry trends and evolution of Proactive Services to remain on the cutting edge of -Proactive Monitoring capabilities.-Identify and Drive technology initiatives to enhance and optimize the Proactive Services capabilities.-Develop excellent working relationships with other support & infrastructure management to enable the successful delivery of Proactive Monitoring and other value-added services.-Identify areas for proactive support automation that can drive improvements, efficiency and increased productivity across the Technical Engineer group-Strong change management skills are critical to implement various new technologies. Show less -Achieved the status of subject matter expert in handling Proactive Monitoring pre-sales calls and onboarding becoming the ambassador of Proactive Monitoring sales teams. Leveraged for speaking in an understandably technical way using real-life examples from their organization, solidifying our proposal and their need for the service. Resulting in incredible service revenue growth since inception.-Lead a portfolio of Salesforce Proactive Monitoring accounts. Became a Salesforce Cloud application and platform expert with a single-minded focus to ensure client satisfaction. Acquired a 100% renewal rate for all acquired customers. -Primary technical support for an assigned account portfolio. Coached and mentored engineers in best practices and techniques in customer care.-Provide expert-level technical support to high touch clients with high severity cases. Define, follow-through, and communicate action plans to case resolution. Use these solutions to implement new ways to prevent customer issues through proactive support, monitoring, and quarterly customer reviews.-Create C-level outreach documents that provided a high level, easy to digest overview explaining the situation, next steps, and root cause analysis to help ease customers rising temperatures. Show less -Met with Customers to understand and capture their business context and requirements for monitoring.-Met with Customers on a quarterly basis to review service value, trends and facilitate any updates to the agreed monitoring plan.-Provided second level expertise and coaching to other Engineers on the team.-Provided expert-level technical support to high touch clients.-Tracked and maintained all client communications and case documentation in Salesforce.-Defined, follow-through, and action plans to case resolution.-Managed client support cases on a regular bases for their Portfolio of customers.-Managed escalations and expectations for both the client and Internal personnel.-Assisted clients in optimizing their use of the application platform via workflow guidance or by identifying automation, proactive monitoring, and integration opportunities. Show less -Go to solutions advisor for Marketing Cloud Deliverability product(s). Facilitated solution calls to understand in-depth customer requirements such as Sender Authentication Package (SAP), dedicated IP address, Private Domain, and SSL certificates. Boosting customer deliverability rates by up to 95%.-Assisted clients in leveraging the power of publishing, engage and analysis tools of Social Studio to communicate and trend customers on their social media platforms. -Increased customer efficiency and enabled deep insight into their brand sentiment and post viewer reach.Increased customer email opening rates from 1% to 18% by providing education on mass email marketing best practices. Show less -Designated contact for all customers with 911 mission critical service. Ensured proper resources were alerted, engaged, and Service Level Agreements (SLA’s expectations were met. Efforts resulted in a consistent 15-minute response time from a dedicated technical engineer tasked with managing critical issues.-Monitored organizations for e.g., Concurrent apex errors and API limits of large enterprise clients to ensure 100% uptime for their CRM and Marketing Cloud platforms. -Trusted to be the backup coverage for the Manager of Technical Support.-Assisted clients with proper usage of DKIM, SPF, & DMARC authentication. Show less

  • Director, Business Process & Tools

    Feb 2024 - now

  • Sr. Manager, Tools & Technology - Proactive Support Experience - Strategy & Operations

    Dec 2021 - Feb 2024

  • Tools & Technology Lead - Proactive Support Experience - Strategy & Operations

    Feb 2021 - Feb 2022

  • Principal Proactive Services Engineer - Portfolio Oversight

    Sept 2020 - Feb 2021

  • Senior Proactive Monitoring Engineer - Portfolio Oversight

    May 2019 - Sept 2020

  • Marketing Cloud Success Analyst

    Jun 2017 - May 2019

  • Success Analyst

    Aug 2015 - Jun 2017