Description
The Success Architect is a trusted technical advisor who provides proactive and reactive Architecture, Technology & Strategy guidance, primarily to Signature customers, and delivers standardized programs to Premier Success Plan customers.
Drawing on a strong understanding of the Korean marketing market and marketing domain expertise, you will connect customers' marketing business goals to Marketing Cloud architecture and execution plans.
Your goal is to increase customer value realization and adoption while reducing attrition risk.
Responsibilities
Advisory for Signature Customers
- Analyze and resolve complex technical issues that are difficult for CSMs to resolve, and recommend a path forward.
- Review and recommend optimizations for Marketing Cloud (Engagement, Personalization, Account Engagement, etc.) architecture, data models, performance, and scalability.
- Participate in the Architecture Design Review Board to review customers' implementation designs.
- Deliver Success Architect engagement catalog playbooks, such as health checks and roadmap workshops.
- Help customers prepare for major product changes, such as feature retirements (End-of-Life).
- Drive customer adoption of strategic products and key features.
- Deliver technical briefings to executives and C-level stakeholders, connecting technology strategy to business value and ROI.
Premier Success Plan Program Delivery
- Onboarding: Provide best practices, configuration guidance, and adoption roadmaps during the initial onboarding of new Premier customers.
- Success Review: Review customers' adoption status, outcomes, and risks, and present recommendations and next steps.
- Expert Coaching: Run 1:1 or 1:many coaching sessions for customers' practitioner teams.
- Provide enablement on specific technical areas upon customer request, including Ask-an-Expert sessions.
Korea Market and Marketing Domain Expertise
- Advise on channel strategy, Journey design, and campaign design that reflect Korean channel characteristics, such as KakaoTalk Alimtalk/Friendtalk, SMS/LMS, and app push.
- Provide marketing domain consulting, including marketing maturity assessments, KPI design, and campaign performance improvement.
- Advise on Data Cloud and Sales/Service Cloud integration, segmentation and personalization strategy, and the use of Agentforce and generative AI.
Collaboration and Knowledge Sharing
- Partner with CSMs, AEs, SEs, Technical Support, Product Management, Professional Services, and partners to build and execute Success Plans.
- Collaborate with the Japan Success Architect team in specific areas.
- Identify product feature gaps, propose alternatives, and relay customer feedback to Product and Engineering.
- Provide technical and product enablement to CSMs.
- Stay current with Product Management updates and create best practices, knowledge articles, and FAQs for customers and internal teams.
- Manage multiple customer engagements simultaneously (schedules, stakeholders, deliverables).
Qualifications
Required
- Extensive experience in one or more of the following: consulting, technical support, CSM/account management, or project management, ideally in a SaaS environment. Approximately 5+ years of experience, adjustable by level.
- Deep understanding of Marketing Cloud or comparable marketing automation platforms, with implementation, architecture, or advisory experience.
- Consulting or CSM experience in the marketing domain (CRM, digital marketing, or marketing operations).
- Understanding of the Korean marketing market and key industries (retail, financial services, telecommunications, e-commerce, etc.).
- Knowledge of cloud computing technologies (databases/SQL, applications, networking, multi-tenancy) and experience with integration architecture.
- Understanding of how customers use the platform across B2B and B2C business models.
- Experience working with large, technologically sophisticated customers.
- Ability to translate technical concepts into business terms and map business requirements to technical capabilities.
- Ability to communicate, present, and influence credibly at all levels, including executives and C-level.
- Self-starter who can prioritize and multitask effectively under pressure.
- Proactive attitude toward quickly learning new technologies.
- Fluent business-level Korean and English, both written and verbal.
Preferred
- 5+ Salesforce certifications (including Marketing Cloud certifications).
- 3+ years of experience on a Salesforce customer team or in customer-facing Salesforce consulting, implementation, or advisory work.
- Hands-on experience with AMPscript, Journey Builder, Automation Studio, and REST/SOAP APIs.
- Experience with Data Cloud, Personalization, Account Engagement, or Loyalty.
- Understanding of the Korean messaging provider, marketing agency, and MarTech partner ecosystem.
- Customer-facing experience at an agency, consulting firm, or SaaS company.
- Experience with conference speaking, blogging, or community engagement.
- Japanese or other Asian language skills.