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 establish 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 CSG that holds our SMEs for all of Salesforce’s products, programs, and processes. They drive the relationship and alignment to their respective technology and product partners, and guarantee 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, developing and distributing product and feature implementation standard process's 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 TMP (Technology Marketing Product), Alliances, CSG and beyond, you will help drive customer success, product adoption, and customer transformations.

You will deeply invest in every aspect of the customer experience and ensure that our 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 enhance 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 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 collaborate 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, drive the creation of application and architectural design documents which use Salesforce.com standard processes
* Review and correcting project/program direction, approach and key artifacts to keep programs on track and solutions extendable and maintainable going forward.
* Develop technical solution designs & recommendations using Salesforce technology for 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 use cases and reference architectures
* Provide ad hoc SME as warranted via customer needs and business demands including but to limited to practice operations, pre-sales support, field assistance, etc.
* 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
* Collaborate with SFDC Sales, Industry Solutions, and Professional Services teams to develop new business opportunities

Basic Requirements and Skills:

* Expert in assessment of business objectives, formulating solution options, and driving stakeholder support
* Complex implementation experience
* Thorough understanding of the fundamentals of focus area products and how our customers use the platform to lead their business.
* Diligent individual with the ability to rapidly learn and take advantage of new concepts, business models, and technologies
* Strong aptitude toward communicating 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
* Settle 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 efficiently develop materials that are appropriate for the audience
* Strong presentation skills. Able to present and defend point of view to a variety of audiences.
* Note: this job requires occasional travel (expected average less than 20%), variable

Minimum Qualifications:

* 8+ years experience in either software, system or enterprise architecture fields
* 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.
* Deep technical knowledge of Salesforce products and platform - features, capabilities and how to deploy, including knowledge of the Salesforce ecosystem
* Experience dealing with large scale, technologically accounts, which are constantly challenging product capabilities
* Ability to navigate, bring up, and lead efforts on customer requests or projects involving multiple parties and enterprise systems
* Proven ability to communicate, present and influence credibly at all levels of the organization, including executive and C-level
* Experience with 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

Note to applicants: Interested, but not sure if you have the exact qualifications for this role? We encourage you to apply and tell us how your qualifications would help you adapt to the role requirements successfully!
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