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Job Category
Customer Success
Job Details
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. 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.
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. 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.
Salesforce is transforming the way prospects, customers and Trailblazers interact with the company on the web. We are unifying the digital experience of online visitors across corporate brand websites and our Trailblazer ecosystem on a shared digital platform. The result will be dynamic and personalized based on a visitors role, industry, and location. It will also be a showcase of Salesforce products.
Role Scope
As a member of the Customer Success Global Readiness team, you will be deeply invested in every aspect of the Commerce 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.
Global Readiness is laser-focused on product quality and proactively addressing the most relevant customer needs. As a Success Architect you will be responsible for understanding the Commerce Cloud product portfolio, maintaining a deep understanding of product solutions and 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 requirements for the T&P organization. Additionally, you’ll work with Customer Success teams to scale your product expertise and knowledge of the product lifecycle to delivery teams to better enable their work with customers.
We manage our 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. We act as early adopters to bring architectural guidance, product expertise, innovation, and knowledge capital to our stakeholders in Customer Success and Technology & Products. You will work cross-functionally with our partners in Customer Success to develop and scale our expertise across the entire organization, strengthening a sustainable and self-powered ecosystem that drives success for all Commerce Cloud customers.
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
Maintain deep understanding of Commerce Cloud products and roadmap and engage with T&P and CSG stakeholders in the development of serviceability requirements, strategic readiness plan and customer adoption plays.
Develop expertise for all new product and feature introductions, large-scale migration efforts or product retirements. Document "raw" best practices and learnings from product interaction (e.g. pilots, pre-launch discovery) to deliver to Success teams and deliver readiness for scale.
Maintain deep technical, functional and domain knowledge across all in-market and new products. Practice continuous learning through first-hand product experimentation and participation in Product-driven betas, pilots and collaboration with SMEs in the Success Ecosystem.
Identify, document, and track all recommended product enhancements reflecting inputs from customer, partner and internal stakeholders. Develop product requirements and deliver to Product Leadership for roadmap consideration.
Establish and own relationship with Product Management Leaders and key subject matter experts; strengthen strategic relationship with T&P.
Provide product expertise to support the creation and rollout of adoption strategies to improve product adoption score and overall customer health.
Work with other Success Architects across the Global Readiness team to continuously improve our operating model and share best practices.
Experience
5+ years experience in Solution Delivery, Product Management, or Solution Engineering individual contributor role.
Hands-on experience working with Salesforce Commerce and Core CRM 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 at the across different functions. Understands and can translate customer use cases to technical and functional requirements.
Consulting and Salesforce product experience a plus.
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.
Subject Matter Expertise: Can apply domain and product knowledge to influence product leaders priorities and design decisions. Build relationship as trusted partner with Technology & Product organization.
Conflict Management: Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimal noise.
Decision Quality: Makes good decisions based upon a mixture of analysis, experience, and judgment. Has ability to manage competing and evolving priorities. There will always be more than can be done in a day, so having the right priorities and focus is required.
Negotiating: Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust of other parties quickly during negotiations; has a good sense of timing.
Action Oriented: Has a bias for action and can manage through ambiguity to drive collaboration and informed decision making to achieve goals and deliverables
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