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Job Category

Customer Success

Job Details

About Salesforce

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.

About Salesforce

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities
 

Job Details

About Customer Success Group at Salesforce

Salesforce’s worldwide Customer Success team is a global network of Salesforce employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value based results. Our motto for our customers is "Your Success is our Success"

Role Description:

The Product Education is the group within the Customer Success Group(CSG) that holds our subject matter experts for all of Salesforce’s products, programs, and processes. Our experts drive the relationship and alignment to their respective technology and product stakeholders, and ensure that CSG Field and CSG Go-To-Market (GTM) professionals have the tools and information needed to be successful.

Our Technical Architects are laser-focused on solving for the most relevant customer challenges, including reference architectures, solution orientation, field readiness, early adopter customer use cases, developing and distributing product and feature implementation best practices content.

In this role you will be providing Enterprise Architecture Thought Leadership, Technology Strategy, and Product Technical Expertise through tailored consultative engagements. Candidates also create C-Level relationships with our most strategic customers and share their expertise to empower and scale customer knowledge across Salesforce. Working with our partners in TMP (Technology Marketing Product), Alliances, Customer Success Group and beyond, you will help drive customer success, product adoption, and customer transformations.

You will be deeply invested in every aspect of the customer experience and ensure that customer voices are represented by serving as the linchpin across the CSG landscape, surfacing feedback and trends to our business partners and advocating directly for solutions that improve the product experience for those customers. You will also maximize value for our top and highest-potential 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 customers - and in return, they provide us with valuable perspective on our product, services offerings, and success strategy. Finally, you’ll work cross-functionally with our partners in the field to develop and transition our expertise across CSG, building a sustainable and self-powered ecosystem that drives success for all customers.
 

Responsibilities:Establish Trusted Advisor status with Business and Technology stakeholders, drive the creation of application and architectural design documents which leverage Salesforce.com best practicesDevelop technical solution designs & recommendations using Salesforce technology for complex customer use cases that align to the business value the customer is trying to achieve.Lead formal presentations, webinars and other learning events tailored to field delivery stakeholders (advisory, delivery, GTM, etc.) to showcase customer use cases and reference architecturesProvide ad hoc subject matter expertise as warranted via customer needs and business demands including but to limited to practice operations, pre-sales support, field assistance, etc.Establish mutually beneficial relationship with product owners and stakeholdersHelp business owners translate and implement real-world needs into practical, state-of-the-art (Showcase), Salesforce.com technology-driven solutions.Basic Requirements and Skills: Expert in assessment of business objectives, formulating solution options, and driving stakeholder supportComplex implementation experience with focus area productsThorough understanding of the fundamentals of focus area products and how our customers use the platform to manage their business.Detail-oriented individual with the ability to rapidly learn and take advantage of new concepts, business models, and technologiesStrong aptitude toward communicating complex business and technical concepts using visualization and modeling aids.Clearly articulate business architecture (mission/vision, capability models, capability assessments) and technical architecture (current and future state diagrams, solution best practices, reference architectures, design patterns).Ability to conceptualize and develop visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude.Determine which Salesforce and third-party technologies to leverage in customer's architecture landscape, based upon product knowledge, industry experience, industry standard EA frameworks, and Salesforce Technical Architecture methodologies.Provide reliable and trusted -data rich- points of view of relatable customer transformations in the industry i.e. how other customers with similar needs have succeeded in their transformation.A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.Strong communication skills, both written and verbal. Able to effectively develop materials that are appropriate for the audience and evangelize best practices.Strong presentation skills. Able to effectively present and defend point of view to a variety of audiences.Ability to work independently and be a self-starter, prioritize, multitask and perform effectively under pressure.Note: this job requires occasional travel (expected average less than 20%), variableHave the following Salesforce Certifications: Administrator, Platform App Builder, Sales Cloud Consultant, and Service Cloud ConsultantHigh English proficiency, as the base of the customers are in AMER. Candidates should have good communication skills and preferably an understanding of business cultural nuances when working with customers in AMER.Familiarity with well-architected standards and best practices.

Minimum Qualifications:

3+ years experience in either software, system or enterprise architecture disciplinesGood understanding of and ability to discuss cloud architecture and principles of modern platforms including SaaS, PaaS, multi-tenancy, multi-tiered infrastructure, etc.Good understanding of enterprise application integration technologies as well as common EA topics such as person based journeys, process orchestration, master data management, analytics and insights, artificial intelligence, etc.Strong technical knowledge of Salesforce products and platform - features, capabilities, best practices and how to deploy, including knowledge of the Salesforce ecosystemExperience dealing with large scale, technologically complex accounts, which are constantly challenging product capabilitiesAbility to navigate, escalate, and lead efforts on complex customer requests or projects involving multiple parties and enterprise systemsDemonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-levelGood understanding of security processes, standards & issues involved in multi-tier cloud or hybrid applicationsFamiliar with Industry or vertical solutions a plusFamiliar with principles of network, application and information security

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