Description

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 Salesforce Platform adoption.
• Deliver 1:1 Expert Coaching Sessions and Ad-Hoc Success Engagements to drive customer success.
• Become an expert in the Salesforce Platform and related products, including automation, security, and integration capabilities.
• Engage with customers to gather, analyze, and translate business requirements into scalable Platform solutions.
• Deliver org health assessments using tools like Blacktab, Salesforce Health Check, Splunk, assessor, and provide best practice recommendations.
• Conduct advanced security assessments, identifying risks and recommending best practices for data protection and compliance.
• Generate positive feedback from customers, internal teams, and leadership through exceptional delivery.
• Collaborate with architects, developers, admins, Account teams and stakeholders to design scalable, secure, and high-performing Platform solutions.
• Lead interactive demos, proof-of-concepts, and collaborative solution-building sessions to accelerate Platform feature adoption.
• Build and co-develop solution components with customers to ensure faster return on value and implementation success.
• Act as a Subject Matter Expert (SME) for Salesforce Platform, supporting internal enablement.
• Show continued professional growth through certifications, Trailhead learning, and staying current with Salesforce innovations.

Required Qualifications & Skills

• Minimum 3+ years of development experience in the Salesforce ecosystem with relevant Salesforce certifications, such as Platform App Builder, Advanced Administrator, and Salesforce Certified Platform Developer I
• Proficiency in French (spoken and written).
• Deep understanding of Salesforce Platform architecture, security models, and governance best practices.
• Ability to collaborate with architects, developers, admins, and business stakeholders, translating requirements into scalable Platform solutions.
• Ability to navigate, escalate, and lead efforts on complex customer requests with strong problem-solving skills.
• Ability to prioritize, multi-task, collaborate with team members, and perform effectively under pressure.

Preferred Qualifications & Skills

• Hands-on expertise in Platform capabilities such as Flows, Approval Processes, Custom Objects, Validation Rules, Formula Fields, and Security (Profiles, Permission Sets, Sharing Rules).
• Experience in developing custom solutions using Lightning Web Components
• LWC, Aura Components, Apex, and Visualforce.
• Proficient in front-end technologies like HTML, JavaScript, and CSS for Lightning development.
• Strong knowledge of platform authentication patterns (SAML, SSO, OAuth) and security capabilities (TLS, SSL, Field-Level Security, Platform Encryption).
• Knowledge of Apex, Web Services, REST/SOAP APIs, and platform integration patterns.
• Expertise in Salesforce Flows, advanced declarative automation tools, and process optimization.
• Experience handling large data volumes, data migration (Data Loader, Data Import Wizard, ETL tools), and performance optimization in Salesforce.
• Knowledge of AI and automation features including Einstein, Prompt Builder, and Agentforce capabilities.

Additional Success Indicators:

• Platform Problem Solving: The ability to review and contribute code when needed to resolve complex technical challenges.
• Cross-Cloud Vision: Understanding how Platform underpins Sales Cloud, Service Cloud, and other clouds for holistic solution design.
• Trailblazer Achievements: Trailhead Ranger status and Agentblazer Champion (up to Legend).