Senior Success Architect - Sales Cloud
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Job CategoryCustomer Success
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
In this role, you will be deeply invested in every aspect of the Sales Cloud customer experience. You will ensure that our customers’ voice is represented by serving as the linchpin across the Salesforce Customer Success landscape, surfacing feedback and trends to our business partners and advocating directly for solutions that improve the Sales Cloud experience. Further, you’ll maximize value for our Sales Cloud customers, working strategically alongside our Sales, Support, Services, and Success teams to drive clear business outcomes.
You will bring architectural guidance, product expertise, innovation, and knowledge capital to our stakeholders in Customer Success and Technology & Products. You also will work cross-functionally with our partners in Customer Success to develop and transition our expertise across the entire organization, strengthening a sustainable and self-powered ecosystem that drives success for all Sales Cloud customers.
This role is laser-focused on product quality and solving for the most relevant Sales Cloud customer challenges, which may include new product/feature early adopter use cases, internal field readiness, curating and distributing product and feature implementation best practices content, and publishing reference architectures. At least 70% of your time will be focused on strategic initiatives which may include providing Customer Success requirements to product owners, executing high-touch customer engagements, and sharing expertise with Customer Success architects and specialists.
The ideal candidate will be comfortable with quickly building and sharing expertise in new Sales Cloud products and features, working with customers to identify blind spots and identify reusable guidance, and then sharing that expertise and guidance with other architects in Customer Success.
Improve Sales Cloud product serviceability, by quickly building expertise in new product introductions, product adoption programs, large-scale migration efforts, and existing product retirements. Establish relationships with product owners to facilitate expertise building and to feed the voice of Sales Cloud’s customers back to them.
Uncover blind spots and build practical implementation knowledge by completing high-touch customer engagements with customers who are working with Sales Cloud’s new product introductions, migrations, or product retirements.
Share the expertise you have built with Customer Success team-members. Help make them ready to scale what you have built with a much larger population of Sales Cloud customers.
Desired Skills & Expertise
Has 4+ years experience with Sales Cloud products or features. Sales Cloud Consultant certification preferred.
Has 5+ years relevant customer engagement experience up to executive leadership, including strategic guidance on feature adoption, implementation, and technical organization design. Consulting experience a plus.
Interacts well with both technical and non-technical customers and internal teams, attains relevant technical and business requirements, analyzes information, and designs comprehensive solutions.
Develops visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude.
Has a particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.
Brings architectural guidance, implementation standard methodologies, and product expertise, innovation to our Customer Success teams and customers.
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