Success Architect - Service Cloud

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Job Category
Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Cloud Success is a technology-focused team within Customer Success that brings together Support Engineers, Proactive Monitoring, Specialist Product Advisors and Success Architects. This team not only resolves technical issues but also provides expert guidance on optimizing and leveraging Salesforce technology to drive long term business success.

Success Architects support Salesforce's most strategic customers by driving technical excellence across four interdependent pillars: design, security, performance/scalability, and ongoing governance. Rather than viewing these as isolated domains, Success Architects treat them as a cohesive framework for technical health. They provide expert guidance on solution design to ensure adherence to best practices, while simultaneously embedding rigorous security standards and performance benchmarks to ensure environments are resilient and capable of global scalability. Central to this approach is the integration of data integrity and robust application lifecycle management (ALM), providing the governance necessary for customers to evolve their implementations effectively. Through this holistic expertise, Success Architects empower businesses to maximize their Salesforce investment, aligning technical integrity with long-term business goals.

Success Architects collaborate closely with various teams across Customer Success and the Salesforce 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. They partner with Customer Success Managers to ensure customers receive strategic guidance on best practices and long-term technical health. Additionally, they liaise with Salesforce Product teams to surface 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 deliver customer value and enhance the overall Salesforce experience.

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

• Drive Customer Impact - Work 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 best practices. You will help the team stay at the forefront of Service Cloud innovations, ensuring they are equipped with the latest product developments, best practices, 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.
• Execute 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.

• Solution Design & Architecture
  
  
  • 5+ years of experience in Salesforce delivery, with at least 2 years focused on solution architecture for complex Service Cloud environments.
  • Experience with large-scale implementations, including SaaS, multi-tenant environments, and complex multi-org strategies.
  • Strong knowledge of integration patterns, covering APIs, master data management, and the technical considerations for AI and analytics.
  • Solid understanding of security best practices, including sharing models, identity management, and data privacy.
  • Hands-on experience managing the full delivery lifecycle, including test planning, automated deployments (CI/CD), and using monitoring tools to ensure system stability.
• Communication & Leadership

• Ability to assess business objectives, propose solution options, and drive stakeholder alignment.
• Strong written and verbal communication skills, with the ability to present complex technical concepts to both business and executive audiences.
• Skilled in creating clear, visually compelling design documents for diverse stakeholders.
• Proven ability to lead discussions, influence decision-making, and advocate for best practices.
• High proficiency in English.

• Expertise in Service Cloud
  
  
  • Strong knowledge of Salesforce Service Cloud features including Case Management, Omni-Channel Routing, Digital Engagement, Service Cloud Voice, Knowledge and Service Console.
  • Expertise with the core Salesforce technologies that underpin these Service Cloud features including Flow, Lightning Experience Pages and Salesforce Reporting.
• Data Management & Integration
  
  
  • Proficient in designing and managing data models, relationships (lookup/master-detail), validation rules, and data governance best practices.
  • 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.
  • Proven ability to design scalable, high-performance architectures aligned with Salesforce best practices, 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 best practices for efficient code execution.
• System Integration & Extensibility
  
  
  • Strong 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.

• Required: Salesforce Admin, Salesforce Advanced Admin, Service Cloud Consultant, Platform App Builder, Platform Developer 1
• Preferred: Platform Developer 2, Certified Architect Credentials (Application and System Architect)