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Job Category
Customer Success
Job Details
About Salesforce: Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Cloud Success is a technology-focused team within Customer Success that brings together Support Engineers, Proactive Monitoring, Specialist Product Advisors and Success Architects. This team resolves technical issues and provides expert guidance on optimizing Salesforce technology to drive long‑term business success. Success Architects support Salesforce’s most strategic customers by driving technical excellence across design, security, performance/scalability, and governance. They protect data integrity, implement robust application lifecycle management, and ensure environments are resilient and globally scalable. Success Architects collaborate closely with Customer Success and Salesforce Product teams to deliver sustainable solutions that enhance the overall experience.
Key Responsibilities
Drive Customer Impact – Assess Service Cloud implementations of high‑priority customers and deliver expert recommendations on technical architecture, solution design, lifecycle management, reliability, and feature adoption.
Lead with Expertise – Serve as a trusted Service Cloud SME, providing proactive and reactive guidance on architecture, technology strategy, thought leadership, and best practices.
Communicate with Clarity – Simplify complex technical concepts for diverse audiences, from technical teams to executive leadership.
Innovate & Solve Problems – Identify capability gaps and inefficiencies, recommend enhancements or custom solutions, and drive customer success and long‑term adoption.
Execute Proven Strategies – Tailor Success Architect playbooks to meet Service Cloud customer challenges and opportunities.
Build Strong Relationships – Collaborate with internal and external partners, fostering connections that drive customer success, product improvement, and business growth.
Basic Requirements
Solution Design & Architecture
5+ years of Salesforce delivery with at least 2 years focused on solution architecture for complex Service Cloud environments.
Experience with large‑scale implementations, including SaaS, multi‑tenant environments, and complex multi‑org strategies.
Strong knowledge of integration patterns, covering APIs, master data management, and technical considerations for AI and analytics.
Solid understanding of security best practices, including sharing models, identity management, and data privacy.
Hands‑on experience managing the full delivery lifecycle, including test planning, automated deployments (CI/CD), and monitoring tools.
Communication & Leadership
Ability to assess business objectives, propose solution options, and drive stakeholder alignment.
Strong written and verbal communication skills, with the ability to present complex technical concepts to business and executive audiences.
Skilled in creating clear, visually compelling design documents for diverse stakeholders.
Proven ability to lead discussions, influence decision‑making, and advocate for best practices.
High proficiency in English.
Strategic Thinking & Problem Solving
Ability to identify design inefficiencies, recommend optimizations, and drive customer transformation.
Provide data‑driven insights on customer success stories and industry trends.
Passion for continuous learning and staying ahead of emerging technologies.
Desired Technical Skills
Expertise in Service Cloud
Strong knowledge of Salesforce Service Cloud features: Case Management, Omni‑Channel Routing, Digital Engagement, Service Cloud Voice, Knowledge, and Service Console.
Expertise with core Salesforce technologies: Flow, Lightning Experience Pages, and Salesforce Reporting.
Data Management & Integration
Proficient in designing and managing data models, relationships, validation rules, and data governance best practices.
Experience with import/export strategies, deduplication, ETL tools, and integrating Salesforce with external systems via REST/SOAP APIs, middleware (MuleSoft, Informatica), and connectors.
Secure & Scalable Architecture
Expertise in role hierarchy, sharing rules, profiles, permission sets, and security configurations.
Proven ability to design scalable, high‑performance architectures aligned with Salesforce best practices, including Large Data Volume considerations.
Skilled in identifying and resolving common anti‑patterns: inefficient SOQL, improper bulk processing, excessive DML, and suboptimal sharing/security models.
Salesforce Development
Hands‑on experience with APEX, Visualforce, and Lightning Web Components.
Ability to develop and optimize custom triggers, controllers, batch jobs, and asynchronous processing.
Familiarity with governor limits and efficient code execution practices.
System Integration & Extensibility
Strong understanding of integrating Salesforce with other enterprise systems using APIs, middleware, and event‑driven architectures.
Experience with OAuth, Platform Events, External Objects, Salesforce Connect, and Event Relay.
Certifications
Required: Salesforce Admin, Salesforce Advanced Admin, Service Cloud Consultant, Platform App Builder, Platform Developer 1
Preferred: Platform Developer 2, Certified Architect Credentials (Application and System Architect)
Equal Opportunity Employer Statement
Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. We believe we can lead the path to equality by creating a workplace that’s inclusive and free from discrimination. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, promotion, compensation, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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