Louis Chinnam

With over 14 years of experience spanning various industries, I am a seasoned professional with over 8 years of expertise in Salesforce and Marketing Cloud Account Engagement (Pardot). I'm an 8x certified Salesforce specialist. My journey began with a solid educational foundation, including an MBA from Nottingham Trent University, UK, and a B.Com with specialization in Computers from Osmania University, India. Throughout my career, I have continually honed my skills and expanded my expertise, earning additional certifications such as HubSpot.
In my current role as a Salesforce Automation Manager at TELUS International, I engage stakeholders to grasp their marketing objectives, challenges, and technical needs. Provide expert guidance on tailored MCAE solutions, leading seamless implementation. Ensure integration with existing systems and data sources. Offer ongoing support for optimal performance, promptly troubleshooting and resolving issues. Stay updated on 
industry trends to drive innovation within the Salesforce and Marketing Cloud ecosystem, fostering long-term satisfaction.

TELUS International

Salesforce Automation Manager

Jul 2022 - Present

• Engage stakeholders to understand their marketing objectives, challenges, and technical requirements.

• Act as a trusted advisor, providing expert guidance on how MCAE solutions can address client needs and drive desired outcomes.

• Design tailored solutions within the MCAE platform, incorporating best practices and industry standards to meet objectives.

• Develop detailed technical specifications and implementation plans based on requirements and business goals.

• Lead implementation and customization of MCAE solutions, including configuration of automation workflows, email templates, audience segmentation, and personalization strategies.

• Collaborate to integrate MCAE with existing systems and data sources, ensuring seamless data flow and connectivity.

• Provide ongoing technical support, troubleshooting, and resolution of errors to ensure optimal performance.

• Proactively monitor system health and performance metrics, addressing potential issues before they impact client operations.

• Conduct training sessions and workshops to educate stakeholders on MCAE capabilities, best practices, and advanced features.

• Document solution architectures, configurations, and customizations for internal reference.

• Maintain comprehensive documentation of engagements, including project plans and technical specifications.

• Stay abreast of industry trends, product updates, and emerging technologies.

• Identify opportunities to enhance existing solutions and drive innovation within the Marketing Cloud ecosystem.

• Cultivate strong relationships with stakeholders, serving as the primary point of contact for technical inquiries and support requests.

• Anticipate client needs and identify opportunities to expand services, driving long-term satisfaction.

• Monitor KPIs and success metrics, preparing regular reports summarizing project status and outcomes achieved.

Salesforce

Senior Success Guide

Sep 2016 - May 2022

• Engage with premier customers to accelerate business initiatives and enhance overall product value and adoption.

• Deliver expert coaching sessions on Marketing Cloud and Sales Cloud to premier customers.

• Deliver a range of customer engagements including implementation guidance, onboarding, adoption guidance, business reviews, customer success reviews (CSRs), and Circles of Success for non-accelerator customers.

• Utilize technical expertise to lead complex engagements and drive best practices with premier customers.

• Facilitate high-impact, cloud-specific workshops targeting various organizational levels to accelerate specific business initiatives.

• Identify and proactively manage risk areas, scope, and customer expectations to mitigate potential impacts on successful delivery.

• Inspire customer owners to deploy recommended strategies and solutions to achieve short-term success and long-term organizational goals.

• Implement strategies to mitigate attrition, enhance customer adoption and engagement, and continuously improve overall business value.

Salesforce

Senior Support Engineer

• Provide customer support for Pardot (MCAE), assisting with user management, licensing, custom objects and fields, data imports/updates, and lead nurturing.

• Troubleshoot admin and setup issues including API integrations, customizable email notifications, passwords/logins, provisioning, custom roles/permissions, sandbox setup, and deliverability.

• Assist with asset management features such as A/B testing, automation rules, calendars, campaigns, dynamic content, email templates, engagement studio, forms, landing pages, lists, plugins, scoring, and segmentation.

• Address connector issues for platforms like Eventbrite, Facebook, Google Analytics, LinkedIn, Olark, Google AdWords, Twitter, webinars, and Wistia.

• Troubleshoot email reputation concerns including blacklisting, bounce handling, anti-spam techniques, maintaining high compliance rates, and managing direct complaints/spam traps.

• Provide support for Pardot reporting including automation rules, campaigns, emails, engagement studio, forms, visitor tracking, and Einstein Analytics (Tableau CRM).

• Assist with Salesforce Engage features such as alerts, campaign management, Gmail/Outlook integration, installation, licensing, and configuration.

• Build and customize email templates and landing pages using HTML/CSS.

• Support various campaign types including emails, newsletters, holiday promotions, web content, webinars, blogs, trade shows, product launches, AdWords, conferences, and one-off events.

• Guide customers on marketing strategies, demand generation, integrated marketing, stakeholder management, report preparation, and content management systems (CMS).

Salesforce

Support Engineer

• Proficient in data import/export/transfer using tools such as Data Import Wizard, Data Loader, and Workbench.

• Experienced in recovering/restoring lost or deleted records and managing data effectively.

• Skilled in package and change set deployment best practices, troubleshooting related issues.

• Managed organization setup and functionalities for license management.

• Provided basic support for AppExchange installations and support for search, chatter, and its functionalities.

• Troubleshot Sandbox-related issues, including types, templates, refresh, cloning, and recovery.

• Supported Lightning Knowledge, article management, and troubleshooting.

• Assisted with content, files, notes, and activities including tasks, events, and calendars.

• Addressed help, training issues, and provided troubleshooting assistance.

• Installed and supported inbox tools.

• Proficient in formulas, validations, data security, and process automation.

• Utilized advanced formulas, event monitoring, Salesforce Connect, and change management.

• Implemented and troubleshooted Process Builder, flows, workflow rules, entitlement management, and entitlement processes.

• Troubleshot processes using Apex Debug Logs with tools like Splunk.

• Utilized the Lightning App Builder and configured price books, templates, and contracts.

• Provided support for collaborative or customizable forecasting.

• Assisted with Einstein Activity Capture.

Deloitte

Analyst

Aug 2014 - Aug 2016

HSBC

CS Executive

Oct 2013 - Apr 2014

Domestic & General

CS Agent

Oct 2011 - Mar 2013

Nottingham Business School, Nottingham

Master of Business Administration - MBA, Marketing