Solution Architect – Salesforce Service Cloud

DDN; Madrid; Presencial; EUR 80.000 - 120.000; Jornada completa

Descripción de la vacante

DDN is seeking a Solution Architect specializing in Salesforce Service Cloud to bridge business stakeholders and engineering teams, designing scalable post-sale processes across case management, entitlements, licensing, asset management, and customer support portals within Salesforce.

You will own requirements from intake to solution design and configure Service Cloud, collaborating with senior engineers and architects to ensure seamless handoffs from sales to post-sale systems.

Formación

• 8+ years of overall professional experience
• 3+ years of hands-on Salesforce Service Cloud experience
• Strong background in post-sale business processes including case management, entitlements, licensing, and asset management
• Proven ability to bridge the gap between business stakeholders and technical engineering teams
• Experience in solution design and translating complex requirements into Salesforce configurations
• Hands-on experience with Salesforce Service Cloud including Knowledge, Experience Cloud/Portals, and Asset Management
• Proficiency in Salesforce platform administration including Flow Automations, Approval Rules, and Service Cloud functionality
• AI-forward mindset with ability to leverage AI tools to improve workflows and delivery

Responsabilidades

• Act as the interface between business stakeholders and the engineering team, translating requirements into actionable user stories
• Lead solution design sessions for post-sale workflows with Senior Engineers to define scalable approaches
• Own business process mapping across the full post-sale lifecycle
• Configure and administer Salesforce Service Cloud including case management, entitlement processes, and knowledge base
• Collaborate with Lead-to-Order/Order-to-Cash Architects for seamless handoffs
• Drive support portal strategy using Salesforce Experience Cloud
• Manage integrations with CPQ and Order Management systems
• Maintain documentation of requirements, processes, and configurations
• Support knowledge transfer across internal teams and offshore resources

Conocimientos

Salesforce Service Cloud

Case management

Entitlements

Licensing

Asset management

Experience Cloud

Flow Automations

Agile/Scrum

Stakeholder management

AI capabilities

Educación

Bachelor's degree in CS/Business

Herramientas

Salesforce CPQ

Gainsight

DocuSign

Descripción del empleo

As a Solution Architect, Salesforce Service Cloud, you will work within the GTM Business Applications team, you will serve as the critical bridge between our business stakeholders and the engineering team, driving the design and execution of scalable solutions across the full post-sale customer lifecycle. This includes case management, entitlements, licensing, telemetry-driven support, depot and logistics workflows, asset management, and customer support portals within the Salesforce ecosystem.

You will own the end-to-end requirements lifecycle - from intake through solution design - and play a hands-on role in Salesforce configuration and administration, with a deep focus on Service Cloud, customer support operations, and post-sale experience. While this role works in close partnership with the Lead-to-Order and Order-to-Cash Solution Architect to ensure a seamless handoff where sales motions flow into post-sale, the primary focus is on enabling world-class post-sale capabilities. This is not a traditional BA role; we are looking for someone who can think like an engineer and operate as a strategic partner to Support, Customer Success, Operations, and RevOps leaders.

Responsibilities

• Act as the primary interface between business stakeholders (Support, Customer Success, Operations, RevOps) and the engineering team, translating business needs into actionable user stories and technical requirements
• Lead solution design sessions for post-sale workflows, working closely with Senior Engineers to define scalable approaches across case management, entitlements, licensing, and customer support operations
• Own business process mapping across the full post-sale lifecycle, including:
  • Case creation, routing, and lifecycle management
  • Entitlement management and SLA enforcement
  • License tracking and management
  • Asset lifecycle management
  • Depot and logistics workflows
  • Customer support portal design and administration
  • Customer onboarding and post-sale success handoff
  • Renewal and expansion support (in collaboration with Lead-to-Order architect)
• Configure and administer Salesforce Service Cloud, including:
  • Case management, routing rules, and queues
  • Entitlement processes and milestone tracking
  • Knowledge base and self-service portal (Experience Cloud)
  • Omni-Channel routing and SLA escalation management
  • Asset and product tracking
  • Customer community and support portal configuration
• Partner closely with the Lead-to-Order/Order-to-Cash Solution Architect to ensure a seamless handoff from sales motions into post-sale systems and processes
• Drive support portal strategy and implementation using Salesforce Experience Cloud, ensuring a seamless self-service experience for customers
• Collaborate on licensing and entitlement integrations with upstream CPQ and Order Management systems to ensure accurate post-sale fulfillment
• Manage platform-level administration activities including Flow Automations, Approval Rules, and core Service Cloud functionality
• Drive sprint planning, backlog grooming, and UAT coordination in partnership with engineering teams
• Proactively identify gaps in post-sale processes and propose scalable Salesforce solutions to improve efficiency, data quality, and user experience
• Maintain thorough documentation of requirements, process flows, and system configurations
• Support knowledge transfer and enablement across internal teams and offshore resources

Candidate Profile

• 8+ years of overall professional experience, with 3+ years of hands-on Salesforce Service Cloud experience
• Strong background in post-sale business processes including case management, entitlements, licensing, and asset management
• Proven ability to bridge the gap between business stakeholders and technical engineering teams
• Experience in solution design and the ability to translate complex business requirements into scalable Salesforce configurations
• Deep hands-on experience with Salesforce Service Cloud including Case Management, Entitlements, Knowledge, Experience Cloud/Portals, and Asset Management
• Proficiency in Salesforce platform administration including Flow Automations, Approval Rules, and Service Cloud functionality
• AI-forward mindset with a demonstrated ability to creatively leverage AI tools and capabilities to improve workflows, accelerate solution delivery, and drive team adoption of emerging technologies
• Excellent communication and stakeholder management skills
• Experience working in agile/scrum delivery environments
• Bachelor's degree in Computer Science, Business, or equivalent experience

Required Certifications

• Salesforce Administrator
• Salesforce Service Cloud Consultant

Nice to have

• Salesforce Experience Cloud Consultant
• Salesforce CPQ Specialist (or experience working alongside CPQ/Lead-to-Order solutions)
• Experience with customer success platforms (e.g., Gainsight, Totango)
• Exposure to managed packages such as Conga, DocuSign, or similar document generation tools
• Experience with depot/logistics or field service management workflows
• Familiarity with CI/CD tools such as Copado, Gearset, or similar Salesforce DevOps platforms
• Experience supporting high-growth SaaS or data-driven GTM organizations