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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.

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 partners 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 standard methodology's 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, driving 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.

Desired Skills & Expertise

• 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 communication 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.

Position Overview
In this role, you will be deeply invested in every aspect of the Data Cloud customer experience. You will ensure that our customers’ 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 increase 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 partners 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 standard processes content, and publishing reference architectures. At least 70% of your time will be focused on pivotal initiatives which may include providing Customer Success requirements to product owners, driving high-touch customer engagements, and sharing expertise with Customer Success architects and specialists.

The ideal candidate will be 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 and guidance with other architects in Customer Success.
Locations: Indianapolis, Atlanta, Chicago, or Seattle. May require coming into our local office a few times a week.

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.

Desired Skills & Expertise

• Has experience with one or more Customer Data Platform products or features. Salesforce Data Cloud certification preferred.
• Has 5+ years relevant customer engagement experience up to executive leadership, including strategic guidance on feature adoption, implementation, and technical organization design. Consulting experience a plus.
• Posses a deep understanding of the underlying factors or fundamental reasons that give rise to a challenge verses addressing the symptoms.
• Interacts well with both technical and non-technical customers and internal teams, attains relevant technical and business requirements, analyzes information, and designs comprehensive solutions.
• Develops visually rich and professional conceptual design documents targeted to varying audiences of business and technical competence.
• Posses combination of technical expertise, intuition for business, and social skills to drive actions and outcomes.
• Has a particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.
• Has the ability to independently lead projects to a deadline and is a motivated self-starter
  

  BENEFITS & PERKS

• Comprehensive benefits package including well-being reimbursement, generous parental leave, adoption assistance, fertility benefits, and more!

• Premier enablement and on-demand training with Trailhead.com

• Exposure to executive thought leaders and regular 1:1 coaching with leadership

• Volunteer opportunities and participation in our 1:1:1 model for giving back to the community

• For more details, visit https://www.salesforcebenefits.com/

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $143,500 to $266,300.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.