Success Architect-Sales Cloud

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Job Category: Customer Success

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. 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.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of five core values: Trust, Customer Success, Innovation, Equality, and Sustainability. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the "Most Admired Companies in the World" and one of the "100 Best Companies to Work For" eleven years in a row, and named "Innovator of the Decade" and one of the "World's Most Innovative Companies" eight years in a row by Forbes.

Salesforce's worldwide Customer Success team is a global network of Salesforce employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value-based results. Our motto for our customers is "Your Success is our Success".

Role Description:
Cloud Success is a specialized team within Customer Success, bringing together customer support engineers, proactive monitoring, specialist product advisors, and technical architects. This team not only resolves technical issues but also provides expert guidance on optimizing and using Salesforce technology to drive long-term business success.

Success Architects, as part of Cloud Success, play a pivotal role in supporting Salesforce's most critical and strategic customers. They provide expert guidance on solution design, ensuring scalability, security, and alignment to standard methodologies. By assessing system performance, they help optimize efficiency and reliability while proactively identifying risks and recommending improvements to maintain technical health. Additionally, they offer strategic insights into application lifecycle management, enabling customers to plan, develop, and evolve their Salesforce implementations effectively.

The Success Architect collaborates closely with various teams across Customer Success and the 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. Partnering with customer success managers, they ensure customers receive strategic guidance on standard methodologies and long-term technology health. Additionally, they liaise with Salesforce product teams, surfacing recurring challenges and customer feedback to influence product improvements.

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

1. Drive Customer Impact - Partner with our most strategic and high-priority customers, assessing their Sales Cloud implementations and delivering expert recommendations on technical architecture, solution design, application lifecycle management, reliability, and feature adoption.
2. Lead with Expertise - Serve as a trusted Sales Cloud SME within the broader Success Architect organization, providing both proactive and reactive guidance on architecture, technology strategy, thought leadership, and product standard methodologies.
3. Connect 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.
4. Innovate & Solve Problems - Identify capability gaps and design inefficiencies, recommending product enhancements or creative custom solutions that drive customer success and long-term adoption.
5. Implement Proven Strategies - Leverage and tailor Success Architect playbooks to meet the unique challenges and opportunities of Sales Cloud customers.
6. Build Strong Relationships - Collaborate with internal and external partners, fostering connections that drive customer success, product improvement, and overall business growth.

Basic Requirements:

1. Solution Design & Architecture
2. Demonstrated ability in software, system, or enterprise architecture.
3. Expertise in Salesforce products, platform capabilities, technical governance, and standard methodologies.
4. Experience with large-scale, sophisticated implementations, including SaaS, PaaS multi-tenancy, and multi-tiered infrastructure.
5. Strong knowledge of enterprise application integration, covering process orchestration, master data management, AI, analytics, and security standard methodologies.
6. Familiarity with industry- or vertical-specific solutions (preferred).
7. Communication & Leadership
8. Ability to assess business objectives, propose solution options, and drive customer alignment.
9. Strong written and verbal communication skills, with the ability to communicate complex technical concepts to both business and executive audiences.
10. Skilled in creating clear, visually compelling design documents for diverse partners.
11. Demonstrable ability to lead discussions, influence decision-making, and advocate standard methodologies.
12. High proficiency in English.
13. Critical Thinking & Problem Solving
14. Ability to identify design inefficiencies, recommend optimizations, and drive customer transformation.
15. Provide data-driven insights on customer success stories and industry trends.
16. Passion for continuous learning and staying ahead of emerging technologies.

Desired Technical Skills:

1. Expertise in Sales Cloud
2. Strong knowledge of Salesforce Sales Cloud features, including opportunity/pipeline management, forecasting, email integration, and advanced capabilities such as Einstein Conversation Insights, Sales Engagement, and Sales Performance Management.
3. Ability to configure and optimize these features to meet business needs.
4. Data Management & Integration
5. Proficient in designing and managing data models, relationships (lookup/master-detail), validation rules, and data governance standard methodologies.
6. 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.
7. Secure & Scalable Architecture
8. Expertise in role hierarchy, sharing rules, profiles, permission sets, and security configurations.
9. Demonstrable ability to design scalable, high-performance architectures aligned with standard methodologies, including Large Data Volume (LDV) considerations.
10. 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.
11. Salesforce Development
12. Hands-on experience with APEX programming, Visualforce, and Lightning Web Components (LWC).
13. Ability to develop and optimize custom triggers, controllers, batch jobs, and asynchronous processing.
14. Familiarity with governor limits and best practices for efficient code execution.
15. System Integration & Extensibility
16. Strong understanding of integrating Salesforce with other enterprise systems using APIs, middleware, and event-driven architectures.
17. Experience working with OAuth, Platform Events, External Objects, and tools like Salesforce Connect and Event Relay.

Certifications:

1. Required: Salesforce Admin, Salesforce Advanced Admin, Sales Cloud Consultant
2. Desired: Platform App Builder, Platform Developer 1, Certified Architect Credentials (Application and System Architect)

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Posting Statement:
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive and free from discrimination.