Description
As a Field Service Readiness Architect at Salesforce, you will be deeply invested in every aspect of the Customer Experience. You will work closely with Technology & Product (T&P) and our Customer Success (CS) teams to ensure that we are delivering customer success to every customer at scale.
Your responsibilities will include:
- Maintaining deep understanding of product and roadmap and engaging with T&P and CSG stakeholders in the development of product feedback, roadmaps, strategic readiness plans, and customer adoption plays.
- Developing expertise for all new product and feature introductions, large-scale migration efforts or product retirements.
- Collaborating 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.
- Maintaining deep technical, functional and domain knowledge across all in-market and new products.
- Identifying, documenting, and tracking all recommended product enhancements reflecting inputs from customer, partner and internal stakeholders.
- Establishing and owning relationships with Product Management Leaders and key subject matter experts.
- Providing product expertise to support the creation and rollout of adoption strategies to improve product adoption score and overall customer health.
The ideal candidate will have:
- 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.
- Track record of collaborating within a team of subject matter experts who deliver against strategic business initiatives.
- Experience interacting with both technical and non-technical stakeholders at different functions.
- Developed enablement materials and delivered training to functional and technical audiences.
In terms of skills and expertise, you will need:
- Executive Communication: Strong oral and written communication skills.
- Storytelling: Proven ability to distill complex information into concise, executive-ready narratives.
- Prioritization Agility: Approach work with a ‘beginner’s mind’ and shift focus and direction when needed.
- Drive for Results: Can be counted on to exceed goals successfully.
- Critical & Strategic Thinking: Ability to confidently synthesize a broad array of information.
- Subject Matter Expertise: Can apply domain and product knowledge to influence product leaders priorities and design decisions.
- Content & Training Development: Curating, creating, managing, and distributing relevant training materials.
- Cross-Functional Alignment: Acting as a liaison between departments.
The typical base salary range for this position is $123,100 - $186,300 annually.