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
https://www.salesforce.com/uk/?ir=1 and https://www.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. https://www.salesforce.com/uk/?ir=1 and https://www.salesforce.org do not accept unsolicited headhunter and agency resumes. https://www.salesforce.com/uk/?ir=1 and https://www.salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with https://www.salesforce.com/uk/?ir=1 or https://www.salesforce.org.
