Description
About the Role
As a member of the Cloud Success Readiness team, you will be deeply invested in every aspect of the Industries Cloud customer experience. You will work closely with Technology & Product (T&P) and our Customer Success Group (CSG) teams to ensure that we are delivering customer success to every customer at scale.
Cloud Success Readiness improves customer Adoption and Product Quality by proactively addressing the most relevant customer needs, and by readying our stakeholders to deliver product innovation to our customers. As a Readiness Architect, you will be responsible for understanding the Industries Cloud product portfolio, maintaining deep knowledge of product capabilities, and how they map to key customer use cases. You will leverage your product knowledge and technical expertise to surface product insights and recommendations, and document Product Feedback for the T&P organization. You’ll work closely with Cloud Success teams, including Success Architects, Success Guides, Support Engineers, and Account Success stakeholders to scale your product expertise and knowledge of the product lifecycle to better enable their work with customers.
You will manage your work via Strategic Initiatives across the product lifecycle including new products and features, end-of-life retirements, and strategic programs such as migration or adoption efforts. You will act as early adopters to bring architectural guidance, product expertise, innovation, and knowledge capital to our stakeholders in Customer Success and Technology & Products.
The ideal candidate will be comfortable collaborating within a larger team of subject matter experts and developing key stakeholder relationships across the organization to influence decision making.
Key Responsibilities
Product Lifecycle & Subject Matter Expertise
Maintain a deep technical, functional, and domain understanding of the Industries Cloud product portfolio, roadmap, and all in-market and new products.
Act as an early adopter, developing expertise for all new product introductions, feature releases, large-scale migrations, or product retirements.
Practice continuous learning through first-hand product experimentation and participation in Product-driven betas and pilots.
Strategic Alignment & Product Feedback
Establish and own relationships with Product Management Leaders and key subject matter experts, strengthening the strategic partnership with T&P.
Engage T&P and CSG stakeholders in the development of product feedback and roadmaps.
Identify, document, and track recommended product enhancements based on customer, partner, and internal stakeholder input.
Develop product requirements and deliver them to Product Leadership for roadmap consideration.
Stakeholder Enablement & Readiness
Document best practices and learnings from product interactions (like pilots and pre-launch discovery) to deliver readiness for scale.
Deliver this knowledge capital and architectural guidance to Cloud Success teams, including Success Architects, Success Guides, Support Engineers, and Account Success stakeholders.
Collaborate with your Cloud Success team to create a holistic strategic approach that supports the overall product strategy and customer success.
Customer Adoption Strategy
Provide product expertise to support the creation and rollout of strategies aimed at improving the product adoption score.
Actively participate in efforts to improve overall customer health for the product.
Continuous Improvement
Work with other Readiness Success Architects across Cloud Success to share best practices and continuously improve the team's operating model
Skills & Expertise
Executive Communication: Strong oral and written communication skills. Proven record of presenting to and updating internal and external stakeholders, including executive personas.
Prioritization Agility: Approach work with a ‘beginner’s mind’ and shift focus and direction when needed to drive higher priority outcomes.
Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Critical & Strategic Thinking: Ability to confidently synthesize a broad array of information, identify themes, and develop tactical plans to drive meaningful business changes with executives.
Subject Matter Expertise: Can apply domain and product knowledge to influence product leaders priorities and design decisions. Build relationships as trusted partner with Technology & Product organization.
Content & Training Development: Creating, managing, and distributing relevant training materials that is visually clear to meet needs of varying audiences of business and technical aptitude.
Cross-Functional Alignment: Acting as a liaison between departments such as product and engineering, and customer success roles like Guides, Support and Architects to ensure content is accurate, and impactful.
Minimum Requirements:
5+ years experience in Customer Success or Product Management individual contributor role in the SaaS industry.
Hands-on experience working with Salesforce products, including deep understanding of current product suite and product capabilities that meet common customer use cases; understanding of competitor products and landscape a plus.
Track record of collaborating within a team of subject matter experts who deliver against strategic business initiatives.
Has held positions requiring interaction with both technical and non-technical stakeholders across different functions. Understands and can translate customer use cases to technical and functional requirements.
Has developed enablement materials and delivered training to functional and technical audiences
Enablement, consulting or Salesforce product experience a plus.
Note: This role is office-flexible, and the expectation is to be in office a minimum of 3 days per week.