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Job Category
Customer Success
Job Details
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OverviewThe Success Architect is a trusted technical advisor who provides proactive and reactive Architecture, Technology & Strategy guidance, primarily to Signature customers, and delivers standardized programs to Premier Success Plan customers. Drawing on a strong understanding of the Korean marketing market and marketing domain expertise, you will connect customers' marketing business goals to Marketing Cloud architecture and execution plans. Your goal is to increase customer value realization and adoption while reducing attrition risk.
ResponsibilitiesAdvisory for Signature Customers- Analyze and resolve complex technical issues that are difficult for CSMs to resolve, and recommend a path forward.
- Review and recommend optimizations for Marketing Cloud (Engagement, Personalization, Account Engagement, etc.) architecture, data models, performance, and scalability.
- Participate in the Architecture Design Review Board to review customers' implementation designs.
- Deliver Success Architect engagement catalog playbooks, such as health checks and roadmap workshops.
- Help customers prepare for major product changes, such as feature retirements (End-of-Life).
- Drive customer adoption of strategic products and key features.
- Deliver technical briefings to executives and C-level stakeholders, connecting technology strategy to business value and ROI.
Premier Success Plan Program Delivery- Onboarding: Provide best practices, configuration guidance, and adoption roadmaps during the initial onboarding of new Premier customers.
- Success Review: Review customers' adoption status, outcomes, and risks, and present recommendations and next steps.
- Expert Coaching: Run 1:1 or 1:many coaching sessions for customers' practitioner teams.
- Provide enablement on specific technical areas upon customer request, including Ask-an-Expert sessions.
Korea Market and Marketing Domain Expertise- Advise on channel strategy, Journey design, and campaign design that reflect Korean channel characteristics, such as KakaoTalk Alimtalk/Friendtalk, SMS/LMS, and app push.
- Provide marketing domain consulting, including marketing maturity assessments, KPI design, and campaign performance improvement.
- Advise on consent management and data governance in compliance with the Personal Information Protection Act and the Network Act (e.g., opt-in consent for advertising messages, nighttime sending restrictions).
- Advise on Data Cloud and Sales/Service Cloud integration, segmentation and personalization strategy, and the use of Agentforce and generative AI.
Collaboration and Knowledge Sharing- Partner with CSMs, AEs, SEs, Technical Support, Product Management, Professional Services, and partners to build and execute Success Plans.
- Collaborate with the Japan Success Architect team in specific areas.
- Identify product feature gaps, propose alternatives, and relay customer feedback to Product and Engineering.
- Provide technical and product enablement to CSMs.
- Stay current with Product Management updates and create best practices, knowledge articles, and FAQs for customers and internal teams.
- Manage multiple customer engagements simultaneously (schedules, stakeholders, deliverables).
QualificationsRequired- Extensive experience in one or more of the following: consulting, technical support, CSM/account management, or project management, ideally in a SaaS environment. Approximately 5+ years of experience, adjustable by level.
- Deep understanding of Marketing Cloud or comparable marketing automation platforms, with implementation, architecture, or advisory experience.
- Consulting or CSM experience in the marketing domain (CRM, digital marketing, or marketing operations).
- Understanding of the Korean marketing market and key industries (retail, financial services, telecommunications, e-commerce, etc.).
- Knowledge of cloud computing technologies (databases/SQL, applications, networking, multi-tenancy) and experience with integration architecture.
- Understanding of how customers use the platform across B2B and B2C business models.
- Experience working with large, technologically sophisticated customers.
- Ability to translate technical concepts into business terms and map business requirements to technical capabilities.
- Ability to communicate, present, and influence credibly at all levels, including executives and C-level.
- Self-starter who can prioritize and multitask effectively under pressure.
- Proactive attitude toward quickly learning new technologies.
- Fluent business-level Korean and English, both written and verbal.
Preferred- 5+ Salesforce certifications (including Marketing Cloud certifications).
- 3+ years of experience on a Salesforce customer team or in customer-facing Salesforce consulting, implementation, or advisory work.
- Hands-on experience with AMPscript, Journey Builder, Automation Studio, and REST/SOAP APIs.
- Hands-on experience with Korean advertising message regulations and consent management.
- Experience with Data Cloud, Personalization, Account Engagement, or Loyalty.
- Understanding of the Korean messaging provider, marketing agency, and MarTech partner ecosystem.
- Customer-facing experience at an agency, consulting firm, or SaaS company.
- Experience with conference speaking, blogging, or community engagement.
- Japanese or other Asian language skills.
Work LocationSeoul, in office 3 days per week
Success Architect, Marketing Cloud (Korea)OverviewSuccess Architect는 Signature 고객을 중심으로 Architecture, Technology & Strategy 관점의 proactive/reactive 기술 자문을 제공하고, Premier Success Plan 고객에게는 표준화된 프로그램을 딜리버리하는 trusted technical advisor입니다. 한국 마케팅 시장에 대한 이해와 마케팅 도메인 전문성을 바탕으로, 고객의 마케팅 비즈니스 목표를 Marketing Cloud 아키텍처와 실행 방안으로 연결합니다. 고객의 가치 실현과 도입 확산을 높이고 이탈 리스크를 줄이는 것이 목표입니다.
ResponsibilitiesSignature 고객 대상 자문- CSM이 해결하기 어려운 기술 이슈를 분석하고 해결 방향을 제시합니다.
- Marketing Cloud(Engagement, Personalization, Account Engagement 등)의 아키텍처, 데이터 모델, 성능, 확장성에 대한 리뷰와 최적화 권고를 제공합니다.
- Architecture Design Review Board에 참여해 고객의 구현 설계를 리뷰합니다.
- 헬스체크, 로드맵 워크숍 등 Success Architect engagement catalog의 플레이북을 수행합니다.
- 기능 retirement(End-of-Life) 등 주요 제품 변경에 대비하도록 고객을 지원합니다.
- 전략 제품과 핵심 기능의 고객 도입을 견인합니다.
- 경영진/C-level 대상 기술 브리핑을 진행하고, 기술 전략을 비즈니스 가치와 ROI에 연결합니다.
Premier Success Plan 고객 프로그램 딜리버리- Onboarding: 신규 Premier 고객의 초기 도입 단계에서 모범 사례, 구성 가이드, 도입 로드맵을 제공합니다.
- Success Review: 고객의 도입 현황, 성과, 리스크를 점검하고 개선 권고안과 다음 단계를 제시합니다.
- Expert Coaching: 고객 실무팀 대상 1:1 또는 1:Many 코칭 세션을 운영합니다.
- 고객 요청에 따라 특정 기술 영역의 Enablement를 제공합니다(Ask-an-Expert 포함).
한국 시장 및 마케팅 도메인 전문성- 카카오톡 알림톡/친구톡, SMS/LMS, 앱 푸시 등 한국 채널 특성을 반영해 채널 전략과 Journey, 캠페인 설계를 자문합니다.
- 마케팅 성숙도 진단, KPI 설계, 캠페인 성과 개선 등 마케팅 도메인 컨설팅을 제공합니다.
- 개인정보보호법, 정보통신망법(광고성 정보 전송 동의, 야간 발송 제한 등)을 준수하는 동의 관리와 데이터 거버넌스를 자문합니다.
- Data Cloud, Sales/Service Cloud 연계, 세그멘테이션/개인화 전략, Agentforce와 생성형 AI 활용 방안을 제시합니다.
협업 및 지식 공유- CSM, AE, SE, Technical Support, Product Management, Professional Services, 파트너와 협업해 Success Plan을 수립하고 실행을 지원합니다.
- 일본 Success Architect 팀과 특정 영역에서 협업합니다.
- 제품 기능 갭을 식별해 대안을 제시하고, 고객 피드백을 Product/Engineering에 전달합니다.
- CSM 대상으로 기술/제품 Enablement를 제공합니다.
- Product Management의 최신 정보를 바탕으로 Best Practice, 지식 문서, FAQ를 작성해 고객과 내부 팀에 공유합니다.
- 다수의 고객 인게이지먼트를 동시에 관리합니다(일정, 이해관계자, 산출물).
QualificationsRequired- 컨설팅, 기술지원, CSM/어카운트 관리, 프로젝트 관리 중 한 가지 이상의 풍부한 경험(SaaS 환경 우대). 연차는 5년 이상을 기준으로 하며, 레벨에 따라 조정 가능합니다.
- Marketing Cloud 또는 유사 마케팅 자동화 플랫폼에 대한 깊은 이해와 구현/아키텍처/자문 경험
- 마케팅 도메인(CRM/디지털 마케팅/마케팅 오퍼레이션) 컨설팅 또는 CSM 경험
- 한국 마케팅 시장과 주요 산업(리테일, 금융, 통신, 이커머스 등)에 대한 이해
- 클라우드 컴퓨팅 기술(데이터베이스/SQL, 애플리케이션, 네트워크, multi-tenancy)에 대한 이해와 통합 아키텍처 경험
- B2B/B2C 비즈니스 모델에서 고객이 플랫폼을 어떻게 활용하는지에 대한 이해
- 대규모의 기술적으로 정교한 고객을 상대한 경험
- 기술 개념을 비즈니스 언어로 번역하고, 비즈니스 요구사항을 기술 기능에 매핑하는 능력
- 경영진/C-level을 포함한 모든 레벨에서 신뢰감 있게 소통하고 설득하는 능력
- 주도적으로 일하며 압박 속에서도 우선순위를 정하고 멀티태스킹하는 능력
- 새로운 기술을 빠르게 학습하는 자세
- 한국어/영어 비즈니스 수준 이상의 구사 능력(서면• 구두)
Preferred- Salesforce 자격증 5개 이상(Marketing Cloud 관련 자격증 포함)
- Salesforce 고객 팀 또는 고객 대면 컨설팅/구현/자문 경력 3년 이상
- AMPscript, Journey Builder, Automation Studio, REST/SOAP API 실무 경험
- 국내 광고성 정보 전송 규제와 동의 관리 실무 경험
- Data Cloud, Personalization, Account Engagement, Loyalty 경험
- 국내 메시징 사업자, 마케팅 에이전시, MarTech 파트너 생태계에 대한 이해
- 에이전시, 컨설팅 펌, SaaS 기업에서의 고객 대면 경력
- 컨퍼런스 발표, 블로그, 커뮤니티 활동 경험
- 일본어 등 기타 아시아 언어 능력
Work Location서울, 주 3일 출근
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