Field Service Readiness Architect

Salesforce, Inc.; Indiana; On-site; USD 90,000 - 130,000; Full time

Job summary

Salesforce, Inc. is seeking a Field Service Readiness Architect within the Cloud Success Readiness team to ensure customer adoption at scale.

You will work with Technology & Product and Customer Success teams to surface product insights, document feedback, and drive readiness for new products and features. The role emphasizes deep product knowledge, stakeholder engagement, and collaboration across Success Architects, Success Guides, Support Engineers, and Account Success stakeholders to scale

Qualifications

• 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

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 to deliver to Cloud Success teams.
• 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.

Job description

Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Field Service Readiness Architect

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