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Salesforce

Regional Success Architect

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Job Category

Customer Success Group

Job Details

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


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"

About the Position:
The Strategic Product, Partner Customer Engagement Team (SCPPE) 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. You also will effectively scale our product expertise by creating relationships across the business, making intentional investments in the areas that benefit our customers the most. 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 practices
  • Review and course-correcting project/program direction, approach and key artifacts to keep programs on track and solutions extendable and maintainable going forward.
  • Run workshops, develop and present options based on technology and feasibility trade-offs in order to meet a customer’s objectives
  • Develop technical solution 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 architectures
  • Provide 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 a mutually beneficial relationship with product owners and stakeholders
  • Collaborate with external teams to ensure roadmap and technical architecture alignment; Customer & technical advocate and liaison to R&D
  • Help business owners translate and implement real-world needs into practical, state-of-the-art (Showcase), Salesforce.com technology-driven solutions.
  • Conduct solutions presentations and guides customers and partners towards a best-practice solution design
  • Proactively identify and analyse issues/obstacles to determine and recommend appropriate courses of action
  • Be an effective presenter to both implementation teams, as well as command the attention of C levels, and business users, and earn their trust through style and conversation
  • Works closely with various stakeholders to develop action plans that customers can follow to resolve challenges involving the Salesforce Marketing Cloud platform.
  • Bring technical insights into the pre-sales cycle to ensure that the success readiness for the customer is guaranteed by engaging with the partner and customer, together with sales around stage 7 of the sales cycle
  • Establish mutually beneficial relationships with product owners and stakeholders. Collaborate with the Technology, Marketing & Product organization, and Customers to support early adopter program.
  • Be a voice of the customer, champion, and provide insight to TMP on future release needs and challenges
  • Identify risks to the platform or individual initiatives that they are engaged with and help develop risk mitigations.
  • Help us refine and improve by identifying, creating, and enhancing internal processes and methodologies based on recurring customer feedback and evolving industry standards
  • Scope, define and work collaboratively and dynamically across multiple engagements at a time
  • Travel to client sites for onsite workshops and solutions presentations. Not expected to exceed 25%.




Experience/Skills Required:

  • 5+ years experience in one of the below
    • Working in a salesforce customer team, administering/developing salesforce technologies
    • Customer-facing Salesforce consulting/implementation/advisory experience with more than one industry (FINS, RCG, HLS, Public Sector)
  • Expert in the assessment of business objectives, formulating solution options, and driving stakeholder support
  • Complex implementation experience with focus area products
  • Thorough understanding of the fundamentals of salesforce 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 technologies
  • Strong aptitude toward communicating complex business and technical concepts using visualization and modelling 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.
  • Aptitude both for analysing technical concepts and translating them into business terms, and for mapping business requirements to technical features
  • 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 25%), variable


Experience/Skills Desirable:

  • experience of salesforce development (Apex, flows, lightning web components/Aura)
  • experience in own or more of the following salesforce technologies
    • mulesoft
    • tableau
    • marketing cloud
    • commerce cloud
    • CPQ
  • salesforce advanced administrator certification
  • salesforce application architect certified
  • salesforce system architect certified


Technical Skills (Mandatory):

  • BA/BS Degree (or equivalent)
  • Salesforce certified administrator
  • Salesforce Platform App Builder certification
  • Salesforce certified sales cloud consultant or certified service cloud consultant
  • Strong understanding of and ability to discuss cloud architecture and principles of modern platforms including SaaS, PaaS, multi-tenancy, multi-tiered infrastructure, etc.
  • Experience with key areas of enterprise application integration technologies as well as common EA topics such as single sign on, person based journeys, process orchestration, master data management, analytics and insights, artificial intelligence, etc.
  • Deep technical knowledge of Salesforce products and platform - features, capabilities, best practices and how to deploy, including knowledge of the Salesforce ecosystem
  • Strong understanding of software development and delivery processes (DevOps), preferably in a Salesforce environment
  • 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
  • Good understanding of security processes, standards & issues involved in multi-tier cloud or hybrid applications
  • Familiar with Industry or vertical solutions a plus
  • Familiar with principles of network, application and information security


Please apply online to be considered for this position.
 

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.
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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.
Salesforce welcomes all.

Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.

Salesforce welcomes all.

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