Senior Success Architect

Description

Role Description:

As a member of the Customer Success Global Readiness team, you will be deeply invested in every aspect of the Industries customer experience. You will work closely with Technology & Product (T&P) and our Customer Success Group (CSG) teams to ensure that we are delivering customer success to every customer at scale.

Global Readiness is laser-focused on product quality and proactively addressing the most relevant customer needs. As a Success Architect you will be responsible for understanding the 2-3 Industry clouds and/or Industry common layer product portfolio, maintaining a deep understanding of product solutions and capabilities and how they map to key customer use cases. You will leverage your product knowledge and technical expertise to surface product insights and recommendations, and document requirements for the T&P organization. Additionally, you’ll work with Customer Success teams to scale your product expertise and knowledge of the product lifecycle to delivery teams to better enable their work with customers.

We manage our work via strategic initiatives across the product lifecycle including new products and features, end-of-life retirements, and strategic programs such as migration or adoption efforts. We act as early adopters to bring architectural guidance, product expertise, innovation, and knowledge capital to our stakeholders in Customer Success and Technology & Products. You will work cross-functionally with our partners in Customer Success to develop and scale our expertise across the entire organization, strengthening a sustainable and self-powered ecosystem that drives success for all Industries customers.

You are passionate in learning new technologies and comfortable quickly building and sharing expertise in new Industries application products and features.

The ideal candidate will be comfortable collaborating within a larger team of subject matter experts and developing key stakeholder relationships across the organization to influence decision making.

Your Impact:

• Maintain deep understanding of aligned industry cloud products and industry common layer products and roadmap and engage with T&P and CSG stakeholders in the development of serviceability requirements, strategic readiness plan and customer adoption plays.

• Develop expertise for all new product and feature introductions, large-scale migration efforts or product retirements. Document "raw" best practices and learnings from product interaction (e.g. pilots, pre-launch discovery) to deliver to Success teams and deliver readiness for scale.

• Work with your cloud team, leveraging your product, domain and business knowledge to create a holistic POV and strategic approach that supports the overall industry cloud strategy and customer success, working with stakeholders across the organization.

• Work with your industry common layer products team and cross cloud teams to create a holistic POV that supports the overall product strategy and customer success, working with stakeholders across the organization leveraging your product, domain, and business knowledge.

• Maintain deep technical, functional and domain knowledge across all in-market and new products. Practice continuous learning through first-hand product experimentation and participation in Product-driven betas, pilots and collaboration with SMEs in the Success Ecosystem.

• Uncover blind spots and build practical implementation knowledge by doing high-touch customer engagements with customers working with Industry applications, new product introductions, migrations, or product retirements.

• Identify, document, and track all recommended product enhancements reflecting inputs from customer, partner and internal stakeholders. Develop product requirements and deliver to Product Leadership for roadmap consideration.

• Establish and own relationship with Product Management Leaders and key subject matter experts; strengthen strategic relationship with T&P.

• Provide product expertise to support the creation and rollout of adoption strategies to improve product adoption score and overall customer health.

• Participate in improving the CSS adoption score / customer health for aligned industry clouds.

• Work with other Success Architects across the Global Readiness team to continuously improve our operating model and share best practices.

Preferred Qualifications:

• 2+ years of experience with one or more of the following industry products: Manufacturing, Automotive, Scheduler, Loyalty, Industries Common Layer (BRE, OmniStudio, DPE, ISE, others). Experience with other industry clouds including but not limited to Health Cloud, Public Sector Solutions, Financial Services will be considered.

• 5+ years of relevant customer success or product management experience engaging customers to provide strategic guidance on feature adoption, implementation.

• Hands-on experience working with industry cloud products and industry common layer products, including deep understanding of current product suite and product capabilities that meet common customer use cases. Certifications preferred minimum Admin Certification.

• Track a record of collaborating within a team of subject matter experts who deliver against strategic priorities. Consulting and Salesforce experience is a plus.

• Interacts well with technical and non-technical customers and internal teams, attains relevant technical and business requirements, analyzes information, and designs comprehensive solutions.

• Consulting and Salesforce product experience is a plus

• Certifications such as Salesforce AI Associate, Data Cloud, OmniStudio, etc a plus but not required.

Minimum Qualifications:

• You are curious and enjoy learning new technologies and functionality

• You are passionate about making our products work for our customers using voice of customer and participating in projects that push the capabilities of our products.

• Brings Salesforce well-architected guidance, follows implementation standard methodologies, and brings product expertise and innovation to our customer success teams and customers.

• Critical thinking and strategic thinking to confidently synthesize a broad array of information, identify themes, and develop a tactical plan to drive meaningful business results.

• Strong written and verbal communication skills

• Action oriented individual with a bias for action and can manage through ambiguity to drive collaboration and informed decision making to achieve goals and deliverables.

Our Investment In You:

• World-class enablement and on-demand training - check out Trailhead.com for a sneak peek!

• Exposure to executive thought leaders with a passion for living our values

• Clear path to promotion with accelerated leadership development programs

• Weekly 1:1 coaching with your leadership

• Fast Ramp mentorship program

• Week-long product bootcamp

• Sandler Sales Training

Volunteer Opportunities

Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back have helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World’s Most Innovative Companies, according to Forbes , we are #1 in PEOPLE ’s Top 15 Companies that Care, and are on Fortune’s Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.

We have a public-facing website that explains our various benefits for:

• Health benefits

• Financial benefits and perks

• Time off and leave policies

• Parental benefits

• Perks and discounts

Visit for the full breakdown.