griddable.io
Salesforce Customer Success - Success Architect (Service Cloud)
Salesforce’s worldwide Customer Success team is a global network of Salesforce employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value‑based results. Our motto for our customers is "Your Success is our Success".
Role Description: Cloud Success is a specialized team within Customer Success, bringing together customer support engineers, proactive monitoring, specialist product advisors and technical architects. The team resolves technical issues and provides expert guidance on optimizing and leveraging Salesforce technology to drive long‑term business success. Success Architects support Salesforce’s most critical and strategic customers, guiding solution design, system performance, risk mitigation, and application lifecycle management.
Key Responsibilities
Drive Customer Impact – Partner with our most strategic and high‑priority customers, assessing their Service Cloud implementations and delivering expert recommendations on technical architecture, solution design, application lifecycle management, reliability, and feature adoption.
Lead with Expertise – Serve as a trusted Service Cloud SME, providing proactive and reactive guidance on architecture, technology strategy, thought leadership, and product best practices.
Communicate with Clarity – Simplify complex technical concepts for diverse audiences, from technical teams to executive leadership.
Innovate & Solve Problems – Identify capability gaps and design inefficiencies, recommending product enhancements or custom solutions that drive customer success and long‑term adoption.
Execute Proven Strategies – Leverage and tailor Success Architect playbooks to meet unique challenges and opportunities of Service Cloud customers.
Build Strong Relationships – Collaborate with internal and external partners, fostering connections that drive customer success, product improvement, and overall business growth.
Basic Requirements
Solution Design & Architecture
10+ years of experience in software, system, or enterprise architecture.
Expertise in Salesforce products, platform capabilities, technical governance, and best practices.
Experience with large‑scale, complex implementations, including SaaS, PaaS, multi‑tenancy, and multi‑tiered infrastructure.
Strong knowledge of enterprise application integration, covering process orchestration, master data management, AI, analytics, and security best practices.
Familiarity with industry‑ or vertical‑specific solutions (preferred).
Communication & Leadership
Ability to assess business objectives, propose solution options, and drive stakeholder alignment.
Strong written and verbal communication skills, with the ability to present complex technical concepts to both business and executive audiences.
Skilled in creating clear, visually compelling design documents for diverse stakeholders.
Proven ability to lead discussions, influence decision‑making, and advocate for best practices.
High proficiency in English.
Strategic Thinking & Problem Solving
Ability to identify design inefficiencies, recommend optimizations, and drive customer transformation.
Provide data‑driven insights on customer success stories and industry trends.
Passion for continuous learning and staying ahead of emerging technologies.
Desired Technical Skills
Expertise in Service Cloud
Strong knowledge of Salesforce Service Cloud features, including case management, Omni‑Channel routing, Knowledge, Service Console, and automation tools like Flow and Einstein Bots.
Ability to configure and optimize these features to meet business needs.
Secure & Scalable Architecture
Expertise in role hierarchy, sharing rules, profiles, permission sets, and security configurations.
Proven ability to design scalable, high‑performance architectures aligned with Salesforce best practices, including Large Data Volume considerations.
Skilled in identifying and resolving common anti‑patterns, including inefficient SOQL queries, improper bulk processing, excessive DML operations, and suboptimal sharing and security model configurations.
Salesforce Development
Hands‑on experience with APEX programming, Visualforce, and Lightning Web Components (LWC).
Ability to develop and optimize custom triggers, controllers, batch jobs, and asynchronous processing.
Familiarity with governor limits and best practices for efficient code execution.
Data Management & Integration
Proficient in designing and managing data models, relationships (lookup/master‑detail), validation rules, and data governance best practices.
Experience with data import/export strategies, deduplication, ETL tools, and integrating Salesforce with external systems via REST/SOAP APIs, middleware (MuleSoft, Informatica), and third‑party connectors.
System Integration & Extensibility
Strong understanding of integrating Salesforce with other enterprise systems using APIs, middleware, and event‑driven architectures.
Experience working with OAuth, Platform Events, External Objects, and tools like Salesforce Connect and Event Relay.
Certifications
Required: Salesforce Admin, Salesforce Advanced Admin, Service Cloud Consultant
Desired: Field Service Consultant, Platform App Builder, Platform Developer 1, Certified Architect Credentials (Application and System Architect)
For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Design, Art/Creative, and Information Technology
Industries IT Services and IT Consulting
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Role Description: Cloud Success is a specialized team within Customer Success, bringing together customer support engineers, proactive monitoring, specialist product advisors and technical architects. The team resolves technical issues and provides expert guidance on optimizing and leveraging Salesforce technology to drive long‑term business success. Success Architects support Salesforce’s most critical and strategic customers, guiding solution design, system performance, risk mitigation, and application lifecycle management.
Key Responsibilities
Drive Customer Impact – Partner with our most strategic and high‑priority customers, assessing their Service Cloud implementations and delivering expert recommendations on technical architecture, solution design, application lifecycle management, reliability, and feature adoption.
Lead with Expertise – Serve as a trusted Service Cloud SME, providing proactive and reactive guidance on architecture, technology strategy, thought leadership, and product best practices.
Communicate with Clarity – Simplify complex technical concepts for diverse audiences, from technical teams to executive leadership.
Innovate & Solve Problems – Identify capability gaps and design inefficiencies, recommending product enhancements or custom solutions that drive customer success and long‑term adoption.
Execute Proven Strategies – Leverage and tailor Success Architect playbooks to meet unique challenges and opportunities of Service Cloud customers.
Build Strong Relationships – Collaborate with internal and external partners, fostering connections that drive customer success, product improvement, and overall business growth.
Basic Requirements
Solution Design & Architecture
10+ years of experience in software, system, or enterprise architecture.
Expertise in Salesforce products, platform capabilities, technical governance, and best practices.
Experience with large‑scale, complex implementations, including SaaS, PaaS, multi‑tenancy, and multi‑tiered infrastructure.
Strong knowledge of enterprise application integration, covering process orchestration, master data management, AI, analytics, and security best practices.
Familiarity with industry‑ or vertical‑specific solutions (preferred).
Communication & Leadership
Ability to assess business objectives, propose solution options, and drive stakeholder alignment.
Strong written and verbal communication skills, with the ability to present complex technical concepts to both business and executive audiences.
Skilled in creating clear, visually compelling design documents for diverse stakeholders.
Proven ability to lead discussions, influence decision‑making, and advocate for best practices.
High proficiency in English.
Strategic Thinking & Problem Solving
Ability to identify design inefficiencies, recommend optimizations, and drive customer transformation.
Provide data‑driven insights on customer success stories and industry trends.
Passion for continuous learning and staying ahead of emerging technologies.
Desired Technical Skills
Expertise in Service Cloud
Strong knowledge of Salesforce Service Cloud features, including case management, Omni‑Channel routing, Knowledge, Service Console, and automation tools like Flow and Einstein Bots.
Ability to configure and optimize these features to meet business needs.
Secure & Scalable Architecture
Expertise in role hierarchy, sharing rules, profiles, permission sets, and security configurations.
Proven ability to design scalable, high‑performance architectures aligned with Salesforce best practices, including Large Data Volume considerations.
Skilled in identifying and resolving common anti‑patterns, including inefficient SOQL queries, improper bulk processing, excessive DML operations, and suboptimal sharing and security model configurations.
Salesforce Development
Hands‑on experience with APEX programming, Visualforce, and Lightning Web Components (LWC).
Ability to develop and optimize custom triggers, controllers, batch jobs, and asynchronous processing.
Familiarity with governor limits and best practices for efficient code execution.
Data Management & Integration
Proficient in designing and managing data models, relationships (lookup/master‑detail), validation rules, and data governance best practices.
Experience with data import/export strategies, deduplication, ETL tools, and integrating Salesforce with external systems via REST/SOAP APIs, middleware (MuleSoft, Informatica), and third‑party connectors.
System Integration & Extensibility
Strong understanding of integrating Salesforce with other enterprise systems using APIs, middleware, and event‑driven architectures.
Experience working with OAuth, Platform Events, External Objects, and tools like Salesforce Connect and Event Relay.
Certifications
Required: Salesforce Admin, Salesforce Advanced Admin, Service Cloud Consultant
Desired: Field Service Consultant, Platform App Builder, Platform Developer 1, Certified Architect Credentials (Application and System Architect)
For roles in San Francisco and Los Angeles: Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Design, Art/Creative, and Information Technology
Industries IT Services and IT Consulting
#J-18808-Ljbffr