Success Architect (Own)

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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.

The Salesforce / Own Customer Success team is looking for a driven and detail-oriented Success Architect. You will have responsibility for a number of assigned accounts, maintaining a single-minded focus to ensure clients are extracting the most value out of their Own investment. The Success Architect will have a track record in translating complex technical issues into tangible solutions. Collaboration with our most strategic customers is a primary responsibility, demonstrating comprehensive knowledge of the Own platform as well as the wider technical landscape. You will forge relationships with your customers, develop a deep technical understanding of their Salesforce implementation, share technical best practices and act as point of contact for any major incidents, managing the customer's expectations and communications through resolution of such incidents.

Responsibilities

• Develop relationships with key business and IT stakeholders and become an expert on a customer's implementation by understanding their top business goals and priorities.

• Help customers achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit customers' ongoing usage of Salesforce and Own products.

• Attain a Trusted Advisor status with both key business and technical decision-makers.

• Identify key industry business process areas for the opportunity to use the Salesforce platform.

• Lead DR planning activities and provide relevant technical recommendations on solutions to customers' business needs in this area.

• In support of the Customer Success Managerand Account Executive, monitor and identify trends in Salesforce adoption and utilization, Success Plan adoption and utilization, providing guidance as part of periodic reviews.

• Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies.

• Provide proactive communications in the event of a service degradation or disruption.

• Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction

• Provide timely account or issue executive level summary status reports both internally and to the customer.

• Identify and collaborate with internal teams to mitigate renewal risks for both license and success plans subscriptions.

Minimum Requirements

• Minimum of five years relevant work experience in one or more of the following: Salesforce Admin, Customer Success, Enterprise Architecture, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.

• Proficiency with both declarative and programmatic product features in Salesforce.

• Proficiency with use of the Salesforce APIs.

• Two or more Salesforce product certifications.

• Experience in dealing with large, complex, distributed systems-scale business.

• Navigate, escalate and lead efforts on complex customer requests or projects involving multiple parties and enterprise systems.

• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.

• Ability to prioritize, multi-task, and perform effectively under pressure.

• Aptitude for both analyzing technical concepts and translating them into business terms, and for mapping business requirements into technical features.

• Second language is a benefit.

• Degree or equivalent confirmed experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Note: This role is Office-Flexible, with the expectation that you will work in-person from a Salesforce office three days per week.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.