Description

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 leveraging Salesforce technology to drive long-term business success.

• Success Architects play a flexible and pivotal role in supporting a wide range of customers. They act as the customer's first point of contact for a mix of reactive and proactive needs. This includes providing frontline technical support (Support), delivering educational 'Guide' sessions to drive feature adoption, and assisting with foundational architectural health checks (basic Architect). They collaborate closely with senior Success Architects and Support Engineers to triage complex issues and ensure customers are on a path to long-term health, bridging the gap between daily challenges and long-term success.

Key Responsibilities

• As a Sucess Architects specializing in Sales Cloud, you will:

• Drive Customer Impact – Partner with a portfolio of customers, assessing their implementations and delivering recommendations on common technical issues, feature adoption (Guide), and foundational solution design (basic Architect).

• Lead with Expertise – Serve as a trusted technical generalist, providing reactive and proactive guidance on product best practices.

• Communicate with Clarity – Simplify complex technical concepts for diverse audiences, from technical teams to customer stakeholders and managers, positioning yourself as a trusted advisor.

• Innovate & Solve Problems – Triage capability gaps and design inefficiencies, resolving common issues directly and escalating complex architectural challenges to senior Success Architects.

• Execute Proven Strategies – Leverage and execute playbooks from Support, Guides, and the Architect team to meet customer needs.

• Build Strong Relationships – Collaborate with internal and external partners, fostering connections that drive customer success, product improvement and overall business growth.

Basic Requirements

• Solution Design & Architecture

  • 3-5+ years of hands-on technical experience (e.g., Senior Support Engineer, Technical Consultant, or Senior Salesforce Admin).

  • Strong working knowledge of Salesforce products, platform capabilities, technical governance and best practices.

  • Experience participating in complex implementations and understanding integration principles.

  • Strong knowledge of enterprise application integration, covering process orchestration, master data management, AI, analytics and security best practices.

  • Familiarity with industry- or vertical-specific solutions (preferred).

• 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 technical audiences.

  • Skilled in creating clear, visually compelling design documents for diverse stakeholders.

  • Proven ability to manage customer-facing discussions and explain technical concepts clearly.

  • High proficiency in English.

• Strategic Thinking & Problem Solving

  • Ability to identify design inefficiencies, recommend optimizations and drive customer transformation.

  • Provide data-driven insights on customer success stories and industry trends.

  • Passion for continuous learning and staying ahead of emerging technologies.

  • Desired Technical Skills

• Sales Cloud Expertise

  • Strong functional and configuration knowledge of Sales Cloud features, including opportunity/pipeline management, forecasting, email integration and advanced capabilities such as Einstein Conversation Insights, Sales Engagement and Sales Performance Management.

  • Ability to configure and optimize these features to meet business needs.

• Data Management & Integration

  • Proficient in understanding and troubleshooting 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

  • Strong understanding of role hierarchy, sharing rules, profiles, permission sets and security configurations.

  • Ability to review a customer's security model for common issues.

  • Skilled in identifying common anti-patterns and escalating to senior architects for resolution.

• Salesforce Development

  • Ability to read, understand, and debug APEX, Visualforce, and Lightning Web Components (LWC).

  • Hands-on development experience is a strong plus, but the primary focus is on configuration and troubleshooting.

  • 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.

  • Certifications

• Required: Salesforce Admin, Sales Cloud Consultant

• Desired: Advanced Admin, Platform App Builder

Note: this role is office-flexible, and the expectation is to be in office a minimum of 3 days per week.