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Job Category
Customer Success
Job Details
Role ScopeAs a member of the Cloud Success Readiness team, you will be deeply invested in every aspect of the Agentforce and/or Data Cloud customer experience. You will work closely with Readiness Architects, Technology & Product (T&P) and our Customer Success Group (CSG) 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 Agentforce and Data Cloud 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 Agentforce and Data Cloud 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 Agentforce and Data Cloud products and roadmap and engage with T&P and CSG stakeholders in the development of Agentforce and Data Cloud 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 Readiness Architect team, leveraging your product, domain and business knowledge to create a holistic POV and strategic approach that supports the overall Agentforce and Data Cloud 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.
- 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 for Agentforce and Data Cloud.
- Work with other Readiness Success Architects across Cloud Success to continuously improve our operating model and share best practices.
Experience - 8+ years experience in individual contributor role in the SaaS industry.
- Hands-on experience working with Agentforce and Data Cloud 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.
- Salesforce Developer Experience a Requirement
Skills & Expertise- Strong Communication: Strong oral and written communication skills.
- 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.
- 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.
- Action Oriented: Has a bias for action and can manage through ambiguity to drive collaboration and informed decision making to achieve goals and deliverables
- Decision Quality: Makes good decisions based upon a mixture of analysis, experience, and judgment. Has ability to manage competing and evolving priorities. There will always be more than can be done in a day, so having the right priorities and focus is required.
- 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.
- Conflict Management: Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimal noise.
- Negotiating: Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust of other parties quickly during negotiations; has a good sense of timing.
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 and be your best, and our AI agents accelerate your impact so you can do 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.
