Field Service Readiness Architect

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Job Category

Customer Success

Job Details

About Salesforce

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Field Service Readiness Architect

Role Scope

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 our Customer Success (CS) teams to ensure that we are delivering customer success 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 our stakeholders to deliver product innovation to our 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.

We manage our work 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. We act as early adopters to bring architectural guidance, product expertise, innovation, and knowledge capital to our 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.

Key Responsibilities

• 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 our operating model and share best practices.

Experience

• 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 at the 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 is 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.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what’s possible - for yourself, for AI, and the world.

Accommodations

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Posting Statement

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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well 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. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. 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.