Description
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. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. 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.
The role of the Success Guide is crucial in helping customers to grow value and improve adoption of Salesforce. Success Guides provide proactive and reactive architecture, product, and industry expertise to enable customers to successfully adopt products. The Success Guide will engage with customers across all account segments, delivering 1:1 success guidance to Premier and Signature Success customers. With the support of AI and automation, Success Guides provide the right recommendation at the right time, enabling customer value realization at scale. They partner with key collaborators such as Success Managers, Account Executives, and Support to make our customers successful.
The ideal Success Guide is organized, agile, and passionate about Cloud Success. They possess excellent presentation and communication skills for both 1-on-1 and group settings. Crucially, they bring deep technical expertise and the ability to leverage product knowledge to deliver value to customers and internal teams alike.
Responsibilities
- Provide prescriptive recommendations, best practices, and technical advice for improving adoption.
- Deliver 1:1 Expert Coaching Sessions and Ad-Hoc Success Engagements.
- Become an expert in Service Cloud and related products.
- Engage with customers to gather, analyze, and translate business requirements into actionable Salesforce solutions.
- Deliver org health assessments using tools like Salesforce Optimizer and provide best practice recommendations.
- Deliver advanced security assessments, identifying risks and recommending best practices.
- Generate positive feedback from customers, internal teams, and leadership.
- Collaborate with architects, developers, and stakeholders to design scalable, secure, and high-performing solutions.
- Lead interactive demos, proof-of-concepts, and collaborative solution-building sessions to accelerate feature and cloud adoption.
- Build and co-develop solution components with customers to ensure faster return on value.
- Act as a Subject Matter Expert (SME) for Service Cloud, supporting internal enablement and mentoring other Success Guides.
- Show continued professional growth through certifications, Trailhead learning, and staying current with Salesforce innovations.
Required Qualifications & Skills
* Minimum 2+ years of development experience in the Salesforce ecosystem and relevant Salesforce certifications, such as Salesforce Certified Platform Developer and/or Salesforce Certified Service Cloud Consultant.
* Proficiency in Italian
* Ability to collaborate with architects, developers, admins, and business stakeholders, translating requirements into scalable solutions
* Ability to navigate, escalate, and lead efforts on complex customer requests
* Ability to prioritize, multi-task, collaborate with team members and perform effectively under pressure
Preferred Qualifications & Skills
* Hands-on expertise in Service Cloud capabilities such as Service Cloud Digital Engagement, Service Cloud Voice, Knowledge, Agentforce for Service and Field Service
* Experience in developing custom solutions in Salesforce Lightning using LWC and Apex, Proficient in front-end technologies like HTML, JavaScript, and CSS
* Familiarity with platform authentication patterns (SAML, SSO, OAuth). Experience with platform security capabilities (TLS, SSL)
* Experience in building scalable solutions using Visualforce, Apex, Web Services, and APIs.
* Expertise in Salesforce Flows, Process Builder and advanced declarative automation tools
* Experience handling large data volumes, data migration (Data Loader, ETL tools), and performance optimization in Salesforce.
Additional Success Indicators:
* Technical Depth: Experience as a JavaScript Developer, System Architect, or Field Service Consultant.
* Platform Problem Solving: The ability to review and contribute code when needed to resolve complex challenges.
* Trailblazer Achievements: Trailhead Ranger status and Agentblazer Champion (up to Legend).