About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. The company is looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Agentforce is described as the future of AI.
The Experience
As a member of the Cloud Success Readiness team, you will be deeply invested in every aspect of the Customer Experience. You will work closely with Technology & Product (T&P) and Customer Success (CS) teams to ensure that customer success is delivered to every customer at scale.
Cloud Success Readiness improves customer Adoption and Product Quality by proactively addressing the most relevant customer needs, and by readying stakeholders to deliver product innovation to customers. As a Readiness Architect, you will be responsible for understanding the product portfolio, maintaining deep knowledge of product 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 Product Feedback for the T&P organization. You'll work closely with Cloud Success teams, including Success Architects, Success Guides, Support Engineers, and Account Success stakeholders, to scale your product expertise and knowledge of the product lifecycle to better enable their work with customers.
Work is managed 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. The team acts as early adopters to bring architectural guidance, product expertise, innovation, and knowledge capital to stakeholders in Customer Success and Technology & Products.
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.
What You'll Actually Be Doing
•Maintain deep understanding of product and roadmap and engage with T&P and CSG stakeholders in the development of product feedback, roadmaps, strategic readiness plans, and customer adoption plays.
•Develop expertise for all new product and feature introductions, large-scale migration efforts or product retirements. Document best practices and learnings from product interaction (e.g. pilots, pre-launch discovery) to deliver to Cloud Success teams - including Success Architects, Success Guides, Support Engineers, and Account Success stakeholders - and deliver readiness for scale.
•Collaborate closely with your Cloud Success team, leveraging your product, domain and business knowledge to create a holistic POV and strategic approach that supports the overall strategy and customer success, working with stakeholders across the organization.
•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.
•Participate in improving the CSS adoption score / customer health score.
•Work with other Readiness Success Architects across Cloud Success to continuously improve the operating model and share best practices.
You're Our Person If...
•3+ years experience in Customer Success or Product Management individual contributor role in the SaaS industry.
•Hands-on experience working with Field Service 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 across different functions. Understands and can translate customer use cases to technical and functional requirements.
•Has developed enablement materials and delivered training to functional and technical audiences.
•Enablement, consulting or Salesforce product experience a plus.
•Deep expertise of Salesforce Field Service Scheduling and Optimization Product or Field Service Mobile 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.
•Storytelling: Proven ability to distill complex information into concise, executive-ready narratives that drive alignment, influence decisions, and advance business outcomes.
•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.
•Critical & Strategic Thinking: Ability to confidently synthesize a broad array of information, identify themes, and develop tactical plans to drive meaningful business changes with executives.
•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.
•Content & Training Development: Curating, creating, managing, and distributing relevant training materials that are visually clear to meet needs of varying audiences of business and technical aptitude.
•Cross-Functional Alignment: Acting as a liaison between departments such as product and engineering, and customer success roles like Guides, Support and Architects to ensure content is accurate and impactful.
Compensation
The typical base salary range for this position is $123,100 - $186,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. Compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience.
Benefits
Salesforce offers a variety of benefits including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.
