Success Architect Service Cloud

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 five core values: Trust, Customer Success, Innovation, Equality and Sustainability. 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 most creative. 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

Salesforce Customer Success:

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"

Role Description:

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 adherence to standard processes. 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 processes 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.

Key Responsibilities:

As a Success Architect specializing in Service Cloud, you will:

• Drive Customer Impact- Partner with our most strategic and high-priority customers, assessing their Service Cloud implementations and delivering expert recommendations on technical architecture, solution design, application lifecycle management, reliability, and feature adoption.
• Lead with Expertise- Serve as a trusted Service Cloud SME within the broader Success Architect organization, providing both proactive and reactive guidance on architecture, technology strategy, thought leadership, and product standard processes. You will help the team stay at the forefront of Service Cloud innovations, ensuring they are equipped with the latest product developments, standard processes, 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.
• Implement Proven Strategies - Leverage and tailor Success Architect playbooks to meet the unique challenges and opportunities of Service 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
  
  
  • 8+ years of experience in software, system, or enterprise architecture.
  • Expertise in Salesforce products, platform capabilities, technical governance, and standard processes.
  • 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 standard processes.
  • Familiarity with industry- or vertical-specific solutions (preferred).
• Communication & Leadership
  
  
  • Ability to assess business objectives, propose solution options, and drive partner alignment.
  • Strong written and verbal communication skills, with the ability to communicate complex technical concepts to both business and executive audiences.
  • Skilled in creating clear, visually compelling design documents for diverse partners.
  • Demonstrable ability to lead discussions, influence decision-making, and advocatstandard processesctices.
  • High proficiency in English.
• Critical 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, including case management, Omni-Channel routing, Knowledge, Service Console, and automation tools like Flow and Einstein Bots.
  • 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 standard processes.
  • 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.
  • Demonstrable ability to design scalable, high-performance architectures aligned with Salesstandard processesctices, 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 standard processes for efficient code execution.
• System Integration & Extensibility
  
  
  • Solid 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: Field Service Consultant, Platform App Builder, Platform Developer 1, Certified Architect Credentials (Application and System Architect)

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

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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.

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Accommodations

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

Posting 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. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. 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, job assignment, compensation, promotion, 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.