Success Architect, Service Cloud​/Field Service

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* Job Category Customer Success Job Details
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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 Group (CSG) 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…