Senior Cloud Success Architect — Industries Cloud Adoption

Overview

As a member of the Cloud Success Readiness team, you will be deeply invested in every aspect of the Industries Cloud customer experience. You will work closely with Technology & Product (T ) and our Customer Success Group (CSG) teams to ensure that we are delivering a successful experience to every customer ud 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 Industries Cloud 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  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.

You will manage your 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. You will 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.

• Product Lifecycle & Subject Matter Expertise
  • Maintain a deep technical, functional, and domain understanding of the Industries Cloud product portfolio, roadmap, and all in-market and new products.
  • Act as an early adopter, developing expertise for all new product introductions, feature releases, large-scale migrations, or product retirements.
  • Practice continuous learning through first-hand product experimentation and participation in Product-driven betas and pilots.
• Strategic Alignment & Product Feedback
  • Establish and own relationships with Product Management Leaders and key subject matter experts, strengthening the strategic partnership with T .
  • Engage T  and CSG stakeholders in the development of product feedback and roadmaps.
  • Identify, document, and track recommended product enhancements based on customer, partner, and internal stakeholder input.
  • Develop product requirements and deliver them to Product Leadership for roadmap consideration.
• Stakeholder Enablement & Readiness
  • Document best practices and learnings from product interactions (like pilots and pre-launch discovery) to deliver readiness for scale.
  • Deliver this knowledge capital and architectural guidance to Cloud Success teams, including Success Architects, Success Guides, Support Engineers, and Account Success stakeholders.
  • Collaborate with your Cloud Success team to create a holistic strategic approach that supports the overall product strategy and customer success.
• Customer Adoption Strategy
  • Provide product expertise to support the creation and rollout of strategies aimed at improving the product adoption score.
  • Actively participate in efforts to improve overall customer health for the product.
• Continuous Improvement
  • Work with other Readiness Success Architects across Cloud Success to share best practices and continuously improve the team s operating model.

• Executive Communication: Strong oral and written communication skills. Proven record of presenting to and updating internal and external stakeholders, including executive personas.
• 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; top performer; bottom-line oriented; pushes self and others for results.
• Critical & Strategic Thinking: Ability to synthesize information, identify themes, and develop tactical plans to drive meaningful business changes with executives.
• Subject Matter Expertise: Apply domain and product knowledge to influence product leaders  priorities and design decisions. Build relationships as a trusted partner with the Technology & Product organization.
• Content & Training Development: Creating, managing, and distributing relevant training materials for varying audiences of business and technical aptitude.
• Cross-Functional Alignment: Liaison between product/engineering and customer success roles to ensure content is accurate and impactful.

• 9+ years of experience in a Customer Success or Product Management individual contributor role in the SaaS industry.
• Hands-on experience with Salesforce products, including deep understanding of the current product suite and product…