Global Readiness Architect, Industries (Sr. Manager)

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Job Category
Customer Success

Job Details

About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

• In this role, you will be deeply invested in every aspect of the Industries customer experience. You will ensure that our customers' voices are represented by serving as the linchpin across the Salesforce Customer Success landscape, surfacing feedback and trends to our business partners, and advocating directly for solutions that improve the industry application experience. Further, you'll increase value for our Industry 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 domain knowledge capital to our Customer Success and Technology & Products stakeholders. You also will work cross-functionally with our partners in Customer Success to develop and transition our expertise across the entire organization, strengthening a sustainable and self-powered ecosystem that drives success for all Salesforce customers.
  
  This role is laser-focused on product quality and solving the most relevant customer challenges, including new product/feature early adopter use cases, internal field readiness, curating and distributing product and feature implementation best practices content, and publishing reference architectures. At least 70% of your time will be focused on strategic initiatives, including providing Customer Success requirements to product owners, executing high-touch customer engagements, and sharing expertise with Customer Success architects and specialists.
  
  The ideal candidate will be comfortable with quickly building and sharing expertise in new Industry application products and features, working with customers to identify blind spots and identify reusable guidance, and then sharing that expertise and guidance with other architects in Customer Success.
  
  Responsibilities
• Improve the industry applications' product serviceability by quickly building expertise in new product introductions, large-scale migration efforts, and existing product retirements. Establish relationships with product owners to facilitate expertise building and to feed the voice of Industry customers back to them.
• 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.
• Desired Skills & Expertise
• 2+ years experience with one or more of the following Industry products: Non-profit Cloud, Energy & Utilities, Media Cloud. Salesforce Admin preferred. Experience with other Industry products will be considered.
• Omnistudio and other Platform capabilities are a plus.
• Related certifications such as Salesforce AI Associate, Data Cloud, Application, System, Technical Architect a plus.
• 5+ years of relevant customer engagement experience up to executive leadership, including strategic guidance on feature adoption, implementation, and technical organization design. Consulting 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.
• Develops visually rich and professional conceptual design documents targeted to varying business and technical proficiency audiences.
• Has a particular desire to continually study new technologies and functionality and be involved in projects that push the capabilities of existing technologies.
• Brings Salesforce well-architected guidance, follows implementation standard methodologies, and brings product expertise and innovation to our customer success teams and customers.
• Share the expertise you have built with Industry Customer Success team members. Help prepare them to scale what you have built with a much larger population of Industry customers at all levels.