Success Architect - Service Cloud

Success Architect - Service Cloud

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Cloud Success is a specialized team within Customer Success, bringing together customer support engineers, proactive monitoring, specialist product advisors and technical architects. This team not only resolves technical issues but also provides expert guidance on optimizing and leveraging Salesforce technology to drive long‑term business success. Success Architects, as part of Cloud Success, play a pivotal role in supporting Salesforce’s most critical and strategic customers.

They provide expert guidance on solution design, ensuring scalability, security, and adherence to best practices. By assessing system performance, they help optimize efficiency and reliability while proactively identifying risks and recommending improvements to maintain technical health. Additionally, they offer strategic insights into application lifecycle management, enabling customers to plan, develop, and evolve their Salesforce implementations effectively. Through deep expertise, Success Architects empower businesses to maximize their Salesforce investment, aligning technology with business goals for long‑term success.

• Drive Customer Impact – Partner with our most strategic and high‑priority customers, assessing their Service Cloud implementations and delivering expert recommendations on technical architecture, solution design, application lifecycle management, reliability, and feature adoption.
• Lead with Expertise – Serve as a trusted Service Cloud SME within the broader Success Architect organization, providing both proactive and reactive guidance on architecture, technology strategy, thought leadership, and product best practices. You will help the team stay at the forefront of Service Cloud innovations, ensuring they are equipped with the latest product developments, best practices, and emerging trends.
• Communicate with Clarity – Simplify complex technical concepts for diverse audiences, from technical teams to executive leadership, positioning yourself as a trusted advisor in key business and technology discussions.
• Innovate & Solve Problems – Identify capability gaps and design inefficiencies, recommending product enhancements or creative custom solutions that drive customer success and long‑term adoption.
• Execute Proven Strategies – Leverage and tailor Success Architect playbooks to meet the unique challenges and opportunities of Service Cloud customers.
• Build Strong Relationships – Collaborate with internal and external partners, fostering connections that drive customer success, product improvement, and overall business growth.

• Solution Design & Architecture
  • 10+ years of experience in software, system, or enterprise architecture.
  • Expertise in Salesforce products, platform capabilities, technical governance, and best practices.
  • Experience with large‑scale, complex implementations, including SaaS, PaaS, multi‑tenancy, and multi‑tiered infrastructure.
  • Strong knowledge of enterprise application integration, covering process orchestration, master data management, AI, analytics, and security best practices.
  • Familiarity with industry‑or vertical‑specific solutions (preferred).
• Communication & Leadership
  • Ability to assess business objectives, propose solution options, and drive stakeholder alignment.
  • Strong written and verbal communication skills, with the ability to present complex technical concepts to both business and executive audiences.
  • Skilled in creating clear, visually compelling design documents for diverse stakeholders.
  • Proven ability to lead discussions, influence decision‑making, and advocate for best practices.
  • High proficiency in English.
• Strategic Thinking & Problem Solving
  • Ability to identify design inefficiencies, recommend optimizations, and drive customer transformation.
  • Provide data‑driven insights on customer success stories and industry trends.
  • Passion for continuous learning and staying ahead of emerging technologies.

• Expertise in Service Cloud
  • Strong knowledge of Salesforce Service Cloud features, including case management,…