Description

Cloud Success is a specialized team within Customer Success, bringing together technical architects, customer support engineers, and product advisors. This team delivers expert guidance on optimizing and demonstrating Salesforce technology to drive long-term business success, in addition to resolving technical issues.

Success Architects are a pivotal part of the Cloud Success team, supporting Salesforce’s most critical and strategic customers. They provide expert guidance on solution design, focusing on scalability, security, and adherence to standard methodologies. By assessing system performance, they help to optimize efficiency and reliability while proactively identifying risks and recommending improvements to maintain technical health. Success Architects empower businesses to maximize their Salesforce investment by aligning technology with core business goals.

The Industry Success Architect collaborates across Customer Success and the Product organization to drive long-term customer solutions. This includes resolving immediate technical challenges with support engineers while identifying root causes, partnering with customer success managers on strategic guidance and long-term technology health, and liaising with product teams to surface customer feedback for product improvements.

Key Responsibilities:

As an Industry Success Architect, you will specialize in multiple Industry Clouds with primary, secondary, and tertiary areas of expertise. You will:

Drive Customer Impact - Partner with our most strategic and high-priority customers, assessing their Industry Cloud implementations and delivering expert recommendations on technical architecture, solution design, application lifecycle management, reliability, and feature adoption.
Lead with Multi-Cloud Expertise - Serve as a trusted Subject Matter Expert (SME) in your designated Industry Clouds, 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 Industry Cloud innovations, ensuring they are equipped with the latest product developments 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 your Industry Cloud customers.
Build Strong Relationships - Collaborate with internal and external partners, fostering connections that drive customer success, product improvement, and overall business growth.

Required Multi-Cloud Aptitude:

We are looking for individuals with expertise spanning multiple Industry Clouds (Primary, Secondary, and Tertiary) from the following list. Prioritization of these clouds is geographically diverse, but we are primarily seeking skills in:

Life Sciences Cloud
Public Sector
Financial Services Cloud
Revenue Cloud & Billing
Manufacturing Cloud
Automotive Cloud
Education Cloud
Net Zero Cloud
Non-Profit
Loyalty Cloud

Basic Requirements:

1. Solution Design & Architecture

5+ 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.

2. 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.

3. 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.

Desired Technical Skills:

Secure & Scalable Architecture: Expertise in role hierarchy, sharing rules, profiles, permission sets, and security configurations. Proven ability to design scalable, high-performance architectures aligned with Salesforce best practices, including Large Data Volume (LDV) considerations.
Salesforce Development: Hands-on experience with APEX programming, JavaScript, Visualforce, and Lightning Web Components (LWC). Familiarity with governor limits and best practices for efficient code execution.
Data Management & Integration: Proficient in designing and managing data models, validation rules, and data governance best practices. Experience with data import/export, ETL tools, and integrating Salesforce with external systems via REST/SOAP APIs and middleware (e.g., MuleSoft).
System Integration & Extensibility: Strong understanding of integrating Salesforce with other enterprise systems using APIs, middleware, and event-driven architectures. Experience working with OAuth, Platform Events, External Objects, and tools like Salesforce Connect.
OmniStudio Knowledge: Experience with OmniStudio components is required.
DevOps (Core + Industry): Strong understanding of software development and delivery process, assessing architecture environments and requirements in order to implement management solutions.

Certifications:

Required: Salesforce Admin, Platform Developer 1 and JavaScript Developer
Highly Desired: Certified Architect Credentials (Application and System Architect), Platform App Builder, Salesforce Advanced Admin and an Accredited Professional credential in at least one Industry Cloud specialization (e.g., Financial Services Cloud, Health Cloud, or Public Sector Solutions).