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Job Category
Customer Success
Job Details
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Cloud Success is a specialized team within Customer Success, bringing together customer support engineers, proactive monitoring, specialist product advisors and technical architects. This team not only resolves technical issues but also provides expert guidance on optimizing and demonstrating Salesforce technology to drive long term business success.Success Architects, as part of Cloud Success, play a pivotal role in supporting Salesforce’s most critical and strategic customers. They provide expert guidance on solution design, ensuring scalability, security, and alignment to standard methodologies. By assessing system performance, they help optimize efficiency and reliability while proactively identifying risks and recommending improvements to maintain technical health. Additionally, they offer strategic insights into application lifecycle management, enabling customers to plan, develop, and evolve their Salesforce implementations effectively. Through deep expertise, Success Architects empower businesses to improve their Salesforce investment, aligning technology with business goals for long-term success.
The Success Architect collaborates closely with various teams across Customer Success and the Product organization to drive long-term solutions for customers. They work with support engineers to resolve immediate technical challenges while identifying root causes to prevent future issues. Partnering with customer success managers, they ensure customers receive strategic guidance on standard methodologies and long-term technology health. Additionally, they liaise with Salesforce product teams, surfacing recurring challenges and customer feedback to influence product improvements. By bridging the gap between customers, support, and product development, Success Architects help create sustainable solutions that enhance the overall Salesforce experience.
As a Success Architect specializing in Industries (see below Cloud expertise), you will: Drive Customer Impact – Partner with our most strategic and high-priority customers, assessing their Cloud implementations and delivering expert recommendations on technical architecture, solution design, application lifecycle management, reliability, and feature adoption.
Industry cloud expertise: you’re an SME in several of these Industry Clouds: Consumer Good Cloud, Manufacturing Cloud, Non Profit Cloud, Loyalty Management, Public Sector Sector Solutions, Education Cloud, Omnistudio Lead with Expertise – Serve as a trusted Core Clouds SME within the broader Success Architect organization providing both proactive and reactive guidance on architecture, technology strategy, thought leadership, and product best practices. You will help the team stay at the forefront of Industry Clouds innovations in your area of expertise, ensuring they are equipped with the latest product developments, best practices, and emerging trends. Communicate with Clarity – Simplify complex technical concepts for diverse audiences, from technical teams to executive leadership, positioning yourself as a trusted advisor in key business and technology discussions. Innovate & Solve Problems – Identify capability gaps and design inefficiencies, recommending product enhancements or creative custom solutions that drive customer success and long-term adoption. Execute Proven Strategies – Leverage and tailor Success Architect playbooks to meet the unique challenges and opportunities of Financial Services Cloud customers. Build Strong Relationships – Collaborate with internal and external partners, fostering connections that drive customer success, product improvement, and overall business growth.
Basic Requirements:
- Solution Design & Architecture
- Proven years of experience in software, system, or enterprise architecture.
- Expertise in Salesforce products, platform capabilities, technical governance, and best practices.
- Experience with large-scale, complex implementations, including SaaS, PaaS, multi-tenancy, and multi-tiered infrastructure.
- Strong knowledge of enterprise application integration, covering process orchestration, master data management, AI, analytics, and security best practices.
- Familiarity with vertical-specific solutions among retail, manufacturing, education, non-profit (preferred).
- 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 both 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.
- 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 Industry Clouds
- Strong knowledge of several clouds including: Consumer Good Cloud (including TPM), Manufacturing Cloud, Non Profit Cloud, Loyalty Management, Public Sector Sector Solutions, Education Cloud, Health Cloud, Life Science, Financial Service Cloud
- OmniStudio Knowledge
- Ability to configure and optimize these features to meet business needs.
- Data Management & Integration
- Proficient in designing and managing data models, relationships (lookup/master-detail), validation rules, and data governance best practices.
- Experience with data import/export strategies, deduplication, ETL tools, and integrating Salesforce with external systems via REST/SOAP APIs, middleware (MuleSoft, Informatica), and third-party 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 (LDV) considerations.
- Skilled in identifying and resolving common anti-patterns, including inefficient SOQL queries, improper bulk processing, excessive DML operations, and suboptimal sharing and security model configurations.
- Salesforce Development
- Hands-on experience with APEX programming, Visualforce, and Lightning Web Components (LWC).
- Ability to develop and optimize custom triggers, controllers, batch jobs, and asynchronous processing.
- Familiarity with governor limits and best practices for efficient code execution.
- System Integration & Extensibility
- Strong understanding of integrating Salesforce with other enterprise systems using APIs, middleware, and event-driven architectures.
- Experience working with OAuth, Platform Events, External Objects, and tools like Salesforce Connect and Event Relay.
Certifications:
- Required: Salesforce Admin, Salesforce Advanced Admin, Service Cloud Consultant
- Desired: Platform App Builder, Platform Developer 1, Certified Architect Credentials (Application and System Architect), OmniStudio Consultant, Agentforce Specialist
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