Salesforce.com, Inc Regional Success Architect - Director/Senior Director in Boston, Massachusetts
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Customer Success Group
Shared Success is a team within Salesforce’s Customer Success Group (CSG) with top subject matter professionals covering key Salesforce’s products, programs, and processes. We help drive relationships and success with our largest customers and ensure they get the best out of their Salesforce investments. This team helps align technology and product partners and ensures that CSG Field and Go-To-Market (GTM) professionals have the tools and information they need to be successful in their jobs and drive customer success.
The Director/Senior Director, Regional Success Architect will provide tailored guidance and leadership to our most strategic customers using their deep Salesforce product expertise. They work collaboratively within the wider SCPPE team as well as with key partners within Salesforce such as Success Managers, Services, Sales, Support, Product Management, and Engineering to make our customers successful.
You are an experienced domain specialist of the Salesforce Core Platform (meaning the platform that supports Sales Cloud, Service Cloud, Experience Cloud plus a host of other custom applications). In this role, you can quickly establish relationships with both business and technical audiences and serve as trusted advisors in crucial conversations. They are CRM domain specialists and are grounded in business value - with lenses on both Salesforce and Customer Success. They help Salesforce increase customer adoption, enable services opportunities, prevent customer attrition & support big-bet sales opportunities.
Help clients consistently meet/exceed goals and metrics
Guide customers on implementing performant solutions and processes
Provide relevant technical architectural recommendations in areas such as integration patterns, security, and authentication solutions and enhancements specific to customers’ business needs
Provide prescriptive recommendations for improving system performance
Conduct Account Reviews and develop Attrition Mitigation strategies
Conduct 1:M Customer Webinars
Enable Customer Success Managers on technical topics
Actively demonstrate and contribute to the overall knowledge base and expertise of the community
Generate positive feedback from internal teams and leadership
Show continued professional growth and development
EXPERIENCE AND SKILLS
Ten+ years experience and a demonstrated ability in technical architecture or consulting, including deep functional and technical knowledge, in Salesforce Sales, Service or Experience Cloud. Features knowledge, capabilities, standard methodologies usage, and how to deploy and integrate with other systems.
Strong communication skills, both written and verbal. Able to effectively develop materials that are appropriate for the audience and promote standard methodologies.
Ability to work independently and be a self-starter, prioritize, manage multiple concurrent engagements for high-quality outputs and perform effectively under pressure.
CRM domain expertise including the understanding of business processes like Sales, Service or Support
Experience crafting customized technology solutions that connect internal teams, drive efficiency, and encourage team cohesion across multiple business units
Experience extending the capabilities of pre-build applications to deploy scalable and robust solutions
Architecture exposure across systems integration, application architecture, TOGAF, PaaS, SaaS, ALM.
Experience designing security and compliance controls determined by industry or customer demand
Experience dealing with large scale, technologically or functionally complex accounts, which are constantly challenging product capabilities
Understanding the fundamentals of digital marketing, Salesforce Marketing Cloud, or other relevant ESP experience plus.
Previous CDP experience plus.
DESIRED QUALIFICATIONS AND CERTIFICATIONS
Salesforce product certifications including Salesforce Administrator, Platform App Builder or Platform Developer
Functional or technical knowledge of Salesforce products and features such as Sales Cloud, Service Cloud, Marketing Cloud and Experience Cloud. An understanding of capabilities and standard methodologies.
For Colorado-based roles: Minimum annual salary of $ 147,500 You may also be entitled to receive bonus, restricted stock units, and benefits.
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