Field Service Readiness Strategist

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

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