Regional Success Architect
- Hyderabad, India
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Job Category Customer Success Group
Are you passionate about the Health and Life Science and Public Health verticals and want to go deep and work on strategic precision engagements to transform their approach to engaging patients, members, providers, and citizens? If so, this could be your #dreamjob! The Strategic Customer Engagement team (SCPPE) is hiring a HLS and Public Health Product Architect who is a Subject Matter Expert on Health Cloud and how it’s used within the HLS Industry, Public Health and for Work.com. This is a customer facing role, and at least 60% of your time will be focused on customer engagements (mostly remotely), where you will maximize value for our top and highest-potential customers, working strategically alongside our Sales, Product and CSG teams to drive clear business outcomes. The ideal candidate will have a customer-centric mentality, willing to go the extra mile for the customer and break down barriers to ensure customer success. What type of engagements can you expect to be involved in? Our team typically works on 3-5 customers at a time and helps our field teams through our expertise. Some engagements last a day while others can last a few months. Sample engagements: Provide design expertise and make recommendations to a State, government entity for their contact tracing and vaccine management needs for its citizens; Help a large HLS payer or provider (hospital, insurance company) transform their patient experience with Health Cloud; and Provide design expertise and make recommendations to a pharmaceutical customer managing vaccine distribution and outcomes. ● ● ● As an experienced HLS and Public Health professional, you understand the business, regulatory, and technical challenges faced by our customers, and serve as a trusted advisor on their path towards transformation
As a product champion for Health Cloud, Public Health and Work.com, you specialize in turning early adopter use cases into successful reference implementations, leveraging your deep product specialization, close relationship with Product Management, and knowledge of the solutions, reference architectures, and implementation best practices that will drive customer success. Your deep exposure to how customers are solving problems with Health Cloud makes you a valuable source of insight to others. The ideal candidate will have a passion for sharing these learnings with our partners in TMP (Technology Marketing Product), Alliances, Customer Success Group and beyond, to help further drive customer success, product adoption, and customer transformations. Responsibilities: Advise our customers and their SI Partners on technical solution designs & recommendations that leverage the Health Cloud product to solve the complex use cases, and deliver maximum business value. Conduct solutions presentations and guides customers and partners towards a best-practice solution design. ● ●
Be an effective presenter to both implementation teams, as well as command the attention of C levels, and earn their trust through style and conversation. Establish mutually beneficial relationship with product owners and stakeholders.
Collaborate with the Technology, Marketing & Product organization, and Customers to support early adopter program. Be a voice of the customer champion and provide insight to TMP on future release needs and challenges. Be a thought leader in the healthcare industry and evangelize the value of Health Cloud for HLS. ● ● ● ●
Desired Skills and Experience: Thorough understanding of the Health Cloud product and how our customers leverage it in the solutions they use to manage their business. Experience with the HLS industry, the business and technical challenges they face, and how the industry is attempting to solve them Creative solution finding including technological, business & organizational aspects Customer facing implementation and advisory depth within HLS / Public Health verticals (5+years) Depth in Salesforce Core and Platform products Interacts well with both technical and non-technical customers, attains relevant technical and business requirements, analyzes information, and advises on comprehensive solutions. Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. A passion for continuous new learning to become one of the earliest experts on new product capabilities, the use cases they solve for, and the best practices from early adopter implementations Strong communication skills, both written and verbal. Able to effectively develop materials that are appropriate for the audience and evangelize best practices. Strong presentation skills. Able to effectively present and defend point of view to a variety of audiences. Ability to work independently and be a self-starter, prioritize, multitask and perform effectively under pressure
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