Field Service Readiness Architect
$123k - $186k • Remote • Indiana - Indianapolis
Posted 1d ago
Job Location
Indiana - Indianapolis
Tech Stack
Remote Work Policy
Fully remote
Categories
AI Engineer
About the job
Salesforce is seeking a Field Service Readiness Architect to join the Cloud Success Readiness team. In this role, you will be deeply involved in the customer experience, collaborating with Technology & Product (T&P) and Customer Success (CS) teams to ensure customer success at scale. The Cloud Success Readiness team focuses on improving customer adoption and product quality by addressing customer needs and preparing stakeholders to deliver product innovation. You will leverage your product knowledge and technical expertise to provide insights, recommendations, and document product feedback for the T&P organization. This role involves working closely with various Customer Success teams to scale product expertise and knowledge of the product lifecycle, enabling them to better support customers. You will also act as an early adopter, bringing architectural guidance, product expertise, innovation, and knowledge to stakeholders in Customer Success and Technology & Products.
Responsibilities
- Maintain a deep understanding of the product and roadmap, engaging with T&P and CSG stakeholders on product feedback, roadmaps, readiness plans, and customer adoption strategies.
- Develop expertise for new product and feature introductions, large-scale migration efforts, or product retirements, documenting best practices and learnings for Cloud Success teams.
- Collaborate with the Cloud Success team to create a holistic point of view and strategic approach that supports overall strategy and customer success.
- Maintain deep technical, functional, and domain knowledge across all in-market and new products through continuous learning and product experimentation.
- Identify, document, and track recommended product enhancements based on input from customers, partners, and internal stakeholders, developing product requirements for roadmap consideration.
- Establish and own relationships with Product Management Leaders and key subject matter experts, strengthening strategic relationships with T&P.
- Provide product expertise to support the creation and rollout of adoption strategies to improve product adoption scores and overall customer health.
- Participate in improving the CSS adoption score and customer health score.
- Collaborate with other Readiness Success Architects to continuously improve the operating model and share best practices.
Requirements
- 3+ years of experience in a Customer Success or Product Management individual contributor role within the SaaS industry.
- Hands-on experience with Field Service products, including a deep understanding of current product capabilities and common customer use cases.
- Proven track record of collaborating within a team of subject matter experts to deliver against strategic business initiatives.
- Experience interacting with both technical and non-technical stakeholders across different functions.
- Ability to translate customer use cases into technical and functional requirements.
- Experience developing enablement materials and delivering training to functional and technical audiences.
- Understanding of competitor products and landscape is a plus.
- Enablement, consulting, or Salesforce product experience is a plus.
- Deep expertise in Salesforce Field Service Scheduling and Optimization Product or Field Service Mobile is a plus.