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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.
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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.
Role Description
We're looking for exceptional candidates to join the Partner Success organization. In the role of Delivery Architect, you will help partners within our ecosystem create successful customer implementations by acting as a Salesforce delivery subject matter expert. You will engage with our implementation partners to help increase customer value, adoption, and minimize attrition risk. Additionally, you would build C-Level relationships with our largest most sophisticated customers and build a network of implementation partners through delivery and technical thought leadership and mentorship.
The Delivery Architect will work across regions and operating units to identify potential risk in implementations and advise partners through point in time reviews both pre-implementation and during the project life cycle. Through their engagements and common execution methodology, the Delivery Architect provides proactive and reactive implementation and architectural direction specialized to prioritized products. Working alongside stakeholders across Partner Success, the Delivery Architect supports Global System Integrators (GSIs) and Regional Partner success strategies, develop their capabilities and ensure global coverage of our risk and growth opportunities in the ecosystem
This role can be office or remotely based with a strong emphasis on in-person collaboration with our partner teams. You'll need to be a team player with a collaborative and consultative work-style, and you will demonstrate proven ability to engage with executives internally and externally to drive alignment and agreement. You will also possess a high level of personal accountability and the ability to thrive in a high-velocity, highly dynamic work environment with tight deadlines.
Your Impact
- Collaborate with partners to provide technical advisory on Core Salesforce technology at points in time along the project lifecycle: during the pre sale and delivery phases of project implementations (use cases, architecture, delivery plans).
- Identify the risks, assess progress and provide guidance and enhancements needed on implementation and architectural best practices.
- Identify embedded staffing needs to address partner capacity and competency constraints, and work with the Customer Success Group (CSG) structure as needed for placement of billable consultants.
- Identify the gaps and enhancements needed on technical and architecture best practices. Work with Partner Success teams across Sales / Delivery / Regions / Scale Programs to incorporate materials as needed for scaled partner success.
- Author and coordinate creation of content; present or facilitate 1:many or 1:few engagements to support best practice distribution to the Partner community.
- Provide point in time reviews of partner & customer project deliverables (e.g. approach, architecture, staffing plans) to assess progress, provide guidance, assess risks and help address critical issues.
- Identify Success Plan needs & work with partners to position appropriately for the success of the customer.
- Work in partnership with Alliance and Channel (A&C) teams, customer account teams and CSG to mitigate and help resolve red accounts and escalations for assigned partner projects.
- Provide key product & partner insights to leadership as part of continuous improvement and evolution of partner success. Liaise with Product as needed during or after implementations to relay Partner feedback and insights.
- Participate in Partner Advisory Boards (PABs) for given product alignment.
- Communicate effectively and appropriately with internal and external leaders and executives.
- Simultaneously engage across multiple projects and partners.
Typical Scenarios
- Support in-flight partner implementations at chosen points in the delivery lifecycle to assess risk and provide recommendations with respect to corrective action and risk mitigation.
- Leverage customer success plans to compliment partner delivery and mitigate technical and delivery risk.
- Support partners during pre-implementation scoping and planning to set delivery up for success, eliminating issues before they occur, increasing customer success, reducing escalations, and unlocking growth.
- Through engagements with partners, identify opportunities for Services co-delivery (e.g. supplement teams with deeper architectural knowledge for complex features and use-cases) and support onboarding and ways of working discussions.
- Provide insights based on experience in the field with partners to support scale plays and other programs to address common challenges across the ecosystem e.g. new product features or regional challenges with specific product sets.
Minimum Requirements
- Extensive experience in one or more of the following: consulting, technical support, account management or project management - ideally with Salesforce or related applications in a SaaS environment.
- Consultative and customer focused approach and engagement style
- Working technical knowledge of the Salesforce Core products and features, capabilities, best use and how to design, develop and deploy, including knowledge how to integrate the Salesforce platform and ecosystem.
- Experience of working within a Professional Services environment, ideally within the Salesforce ecosystem would be beneficial.
- Experience and understanding of one or more Salesforce products/platforms including Core Sales and Service Cloud, Salesforce Field Service, Marketing Cloud, SFI, Commerce Cloud, Data Cloud / AI highly recommended.
- Salesforce certifications for Core products (Salesforce Certified Administrator, Salesforce Certified Sales Cloud Consultant, Salesforce Certified Service Cloud Consultant, Salesforce AI Associate, Salesforce Data Cloud Consultant); specific product certification as required for aligned product area (i.e. if aligned to CPQ, a CPQ certification is required).
- Experience and understanding of multiple delivery methodologies. Related certifications e.g. Scrum or PMP would be beneficial.
- Baseline knowledge of key platform elements such as Mulesoft and Tableau
- Experience dealing with large scale, technologically sophisticated accounts, which are constantly challenging product capabilities
- Proven ability to communicate, present and influence credibly and effectively at all levels of the organisation, including executive and C-level
- Competence both for analysing technical concepts and translating them into business terms, and for mapping business requirements to technical features
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 https://www.salesforcebenefits.com/ for the full breakdown.
Accommodations
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Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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 does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
Salesforce welcomes all.
For New York-based roles, the base salary hiring range for this position is $172,200 to $236,900.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.