Field Service Readiness Architect

Salesforce, Inc.; Indianapolis (IN); On-site; USD 123,000 - 186,000; Full time

Job summary

Salesforce, Inc. invites a Field Service Readiness Architect to join the Cloud Success Readiness team. You will master the Field Service portfolio, map capabilities to customer use cases, and collaborate with Success Architects and CS teams to deliver scalable readiness and adoption programs.

You will help shape product feedback, roadmaps, and strategic initiatives while building strong stakeholder relationships across Technology & Products and Customer Success.

Qualifications

• 3+ years in Customer Success or Product Management in SaaS.
• Experience with Field Service products and capabilities.
• Able to translate customer use cases into technical/functional requirements.

Responsibilities

• Maintain deep product and roadmap knowledge for Field Service.
• Collaborate with T&P and CS to shape feedback, roadmaps, and readiness plans.
• Document best practices from pilots and pre-launch discovery for scale.
• Develop readiness for adoption and contribute to customer health improvements.

Skills

Executive comms

Storytelling

Prioritization

Drive for results

Strategic thinking

Stakeholder mgmt

Training development

Cross-functional alignment

Tools

Salesforce Field Service Scheduling

Field Service Mobile

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. 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. Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Field Service Readiness Architect Role Scope

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'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.

Qualifications

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 the across different functions. Understands and can translate customer use cases to technical and functional requirements. Has developed enablement materials and delivered training to functional and technical audiences. Enablement, consulting or Salesforce product experience a plus. Deep Expertise of Salesforce Field Service Scheduling and Optimization Product or Field Service Mobile a plus.

Skills & Expertise

Executive Communication: Strong oral and written communication skills. Proven record of presenting to and updating internal and external stakeholders, including executive personas. Storytelling: Proven ability to distill complex information into concise, executive-ready narratives that drive alignment, influence decisions, and advance business outcomes. 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. 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. 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. Content & Training Development: Curating, creating, managing, and distributing relevant training materials that is visually clear to meet needs of varying audiences of business and technical aptitude. Cross-Functional Alignment: Acting as a liaison between departments such as product and engineering, and customer success roles like Guides, Support and Architects to ensure content is accurate, and impactful.

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.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.

What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that is inclusive, and free from discrimination.

Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.

This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.

It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between.

Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience.

Certain roles may be eligible for incentive compensation, equity, and benefits.

Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.

More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

The typical base salary range for this position is $123,100 - $186,300 annually.

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.

We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM.

Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way.

And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world.

If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.