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Job Category
Customer Success Group

Job Details

Shared Success is a team within Salesforce's Customer Success Group (CSG) with top subject matter professionals covering key Salesforce's products, programs, and processes. We help drive relationships and success with our largest customers and ensure they get the best out of their Salesforce investments. This team helps align technology and product partners and ensures that CSG Field and Go-To-Market (GTM) professionals have the tools and information they need to be successful in their jobs and drive customer success.

Core Platform Success Architects provide tailored guidance to our most strategic customers using their deep Salesforce product expertise. They work collaboratively within the team and with key partners within Salesforce such as Success Managers, Services, Sales, Support, Product Management, and Engineering to make our customers successful.

An Architect has a functional and technical understanding of the Core Platform (meaning the platform that supports Sales Cloud, Service Cloud, Experience Cloud plus a host of other custom applications).

RESPONSIBILITIES

• Work with Fortune 1000 Customers to quickly and effectively diagnose Architecture challenges as they relate to performance and user experience
• Provide relevant Architectural guidance in areas such as Functional, Integration and Security design across our Product Portfolio
• Create and document prescriptive sometimes controversial recommendations that drive a sense of urgency to action
• Drive thoughtful points of view supported by data while rationalizing the trade offs of benefits vs. risks
• Collaborate across Customer Account teams with the lens of an Architect to surface opportunities and risks
• Help clients consistently meet/exceed goals and metrics
• Guide customers on implementing performance solutions and processes
• Provide relevant technical architectural recommendations in areas such as integration patterns, security, and authentication solutions and enhancements specific to customers' business needs
• Provide prescriptive recommendations for improving system performance
• Conduct Account Reviews and develop Attrition Mitigation strategies
• Enable Customer Success Managers on technical topics
• Generate positive feedback from internal teams and leadership
• Show continued professional growth and development

EXPERIENCE AND SKILLS

• Five + years experience and a demonstrated ability in technical support or consulting, including deep functional and technical knowledge, in Salesforce Sales, Service or Experience Cloud. Features knowledge, capabilities, standard methodologies usage, and how to deploy and integrate with other systems.
• Strong communication skills, both written and verbal. Able to effectively develop materials that are appropriate for the audience and promote standard methodologies.
• Ability to work independently and be a self-starter, prioritize, manage multiple concurrent engagements for high-quality outputs and perform effectively under pressure.
• CRM domain expertise including the understanding of business processes like Sales, Service or Support
• Experience crafting technology solutions that connect internal teams, drive efficiency, and encourage team cohesion across multiple business units
• Experience extending the capabilities of pre-build applications to deploy scalable and robust solutions

DESIRED

• Experience in developing technology solutions with languages such as Apex, Java, JavaScript.
• Architecture exposure across systems integration, application architecture, TOGAF, PaaS, SaaS, ALM.
• Experience designing security and compliance controls determined by industry or customer demand
• Experience dealing with large scale, technologically or functionally complex accounts, which are constantly challenging product capabilities
• Understanding the fundamentals of digital marketing, Salesforce Marketing Cloud, or other relevant ESP experience plus.
• Previous CDP experience plus.

DESIRED QUALIFICATIONS AND CERTIFICATIONS

• Salesforce product certifications including Salesforce Administrator, Platform App Builder or Platform Developer
• Functional or technical knowledge of Salesforce products and features such as Sales Cloud, Service Cloud, Marketing Cloud and Experience Cloud. An understanding of capabilities and standard methodologies.

• "Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records".
• For Colorado-based roles: Minimum annual salary of $130,700 You may also be entitled to receive bonus, restricted stock units, and benefits.

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Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.