Success Architect - Core

Salesforce

Success Architects (SAs) are core members of our Customer Success Team, providing Enterprise Architecture Thought Leadership, Technology Strategy, and Product Technical expertise through consultative engagements. They triage customer assistance requests and lead corresponding engagements that increase Salesforce adoption and business value, support add-on Sales and Services growth, and minimize attrition risk. They closely collaborate with a team of SAs and Success Managers while partnering with various internal stakeholders, including Product Management, Services, Sales, and Support, to make our customers wildly successful. SAs also create C-Level relationships with our most strategic customers and share their expertise to empower our customer community.Responsibilities:
  • Help customers apply Salesforce Reference Architectures and related Best Practices that drive their desired business outcomes
  • Provide technical and solution design recommendations in areas such as integration patterns, data strategy, platform security, authentication, product capability mapping, Lightning transition, technical debt mitigation, etc
  • Guide customers on implementing scalable, high performing processes and systems
  • Help define and support account strategy and goals
  • Conduct Customer and Internal Webinars and Office Hours on advanced Salesforce Architecture Topics
  • Serve as a Multiplier for Success Managers and Specialists on technical topics
  • Actively leverage and contribute to the overall knowledge base and expertise of the community
  • Show continued professional growth and development
Preferred Qualifications and Skills:
  • BA/BS Degree (or equivalent)
  • Masters in Computer Science or Engineering nice to have
  • Extensive knowledge of at least two of the following, and the desire to learn about the others: Salesforce Service Cloud, Community Cloud, Lightning Platform, Field Service Lightning, Sales Cloud, CPQ, Heroku
  • Marketing Cloud knowledge is a nice-to-have
  • Extensive experience in one or more of the following: consulting, technical support, account management or project management -- ideally with CRM or related applications (i.e. ERP systems) in a SaaS environment.
  • Consultative and customer focused approach and engagement style
  • Deep technical knowledge of Salesforce products and platform - features, capabilities, best practices and how to deploy, including knowledge of the Salesforce ecosystem
  • Experience dealing with large scale, technologically complex accounts, which are constantly challenging product capabilities
  • Ability to navigate, escalate, and lead efforts on complex customer requests or projects involving multiple parties and enterprise systems
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Relevant salesforce certifications
Leadership Qualities:
  • PASSION: Passionate about Customer Success
  • BEGINNERS MIND: Always learning; approaches each interaction with open mind; great listener and hands-on
  • LEADERSHIP: Self-aware and strategic thinker; proficient at building strong relationships
  • COMMUNICATOR: Speaks and writes with clarity, brevity, and purpose; explains area of expertise clearly and confidently to others; influences and engages C-Level with authority and confidence
  • STORYTELLER: Confidently and effectively facilitates and presents; ably defends point-of-view; keeps audiences engaged and delivers a clear and memorable message
  • TEAM PLAYER: Proficient at collaboration and working with members of a team
  • URGENCY: Ability to move fast and drive business value and results
  • OHANA: Embodies sharing and open culture; a team player that everyone enjoys working with and has a generous heart
  • TRUST: Trusts the company’s core values; shows integrity, transparency, and reliability
  • ADAPTABLE: Excels in high levels of uncertainty and change
  • COMMUNITY CHAMPION: Leads internal initiatives; actively contributes to the Community’s knowledge and resource base
*LI - Y
Posting Statement
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

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