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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.

Senior Success Architect - Data Cloud

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.

Are you looking for a role where you will be deeply invested in every aspect of the Data Cloud customer experience? The ideal candidate will ensure that our customer’s voice is represented by serving as the linchpin across the Salesforce Customer Success landscape, surfacing feedback and trends to our business partners, and advocating directly for solutions that improve the Data Cloud experience. Further, you’ll enhance value for our Data Cloud customers, working strategically alongside our Sales, Support, Services, and Success teams to drive clear business outcomes.

You will bring architectural guidance, product expertise, innovation, and knowledge capital to our stakeholders in Customer Success and Technology & Products. You also will work cross-functionally with our partners in Customer Success to develop and transition our expertise across the entire organization, strengthening a sustainable and self-powered ecosystem that drives success for all Data Cloud customers.

This role is focused on product quality and solving for the most relevant Data Cloud customer challenges, which may include new product/feature early adopter use cases, internal field readiness, curating and distributing product and feature implementation best practices content, and publishing reference architectures. At least 70% of your time will be focused on critical initiatives which may include providing Customer Success requirements to product owners, executing high-touch customer engagements, and sharing expertise with Customer Success architects and specialists.

The ideal candidate will become comfortable with quickly building and sharing expertise in new Data Cloud products and features, working with customers to identify blind spots and identify reusable guidance, and then sharing that expertise with other architects in Customer Success. If this sounds like you, come join us!

Responsibilities

• Improve Data Cloud product serviceability, by quickly building expertise in new product introductions, large-scale migration efforts, and existing product retirements.
• Establish relationships with product owners to facilitate expertise building and to feed the voice of Data Cloud’s customers back to them.
• Uncover blind spots and build practical implementation knowledge by doing high-touch customer engagements with customers who are working with Data Cloud’s new product introductions, migrations, or product retirements.
• Share the expertise you have built with Data Cloud’s Customer Success team members. Help make them ready to scale what you have built with a much larger population of Data Cloud customers.
   

Required Skills and Experience

• Experience with one or more Customer Data Platform products or features. Salesforce Data Cloud certification is preferred.
• 5+ years of relevant customer engagement experience up to executive leadership, including strategic guidance on feature adoption, implementation, and technical organization design. Consulting experience a plus.
• A deep understanding of the underlying factors or fundamental reasons that give rise to a challenge versus addressing the symptoms.
• Interacts well with both technical and non-technical customers and internal teams, attains relevant technical and business requirements, analyzes information, and crafts comprehensive solutions.
• Develops visually rich and professional conceptual design documents targeted to varying audiences of business and technical proficiency.
• Brings a combination of technical expertise, business insights, and social skills to drive actions and outcomes.
• Desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.
• Solid organizational skills to prioritize multiple projects with tight deadlines.
• Language: Japanese (fluent) and English (business)
   

Preferred Requirements

• Salesforce Certifications of any products
• Language: Korean (fluent)

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