Senior Success Architect - Service Cloud

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.

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.

• Drive Customer Impact – Partner with our most strategic and high-priority customers, assessing their Service Cloud implementations and delivering expert recommendations on technical architecture, solution design, application lifecycle management, reliability, and feature adoption.
• Lead with Expertise – Serve as a trusted Service Cloud SME within the broader Success Architect organization, providing both proactive and reactive guidance on architecture, technology strategy, thought leadership, and product best practices.
• Communicate with Clarity – Simplify complex technical concepts for diverse audiences, from technical teams to executive leadership, positioning yourself as a trusted advisor in key business and technology discussions.
• Innovate & Solve Problems – Identify capability gaps and design inefficiencies, recommending product enhancements or creative custom solutions that drive customer success and long-term adoption.
• Execute Proven Strategies – Leverage and tailor Success Architect playbooks to meet the unique challenges and opportunities of Service Cloud customers.
• Build Strong Relationships – Collaborate with internal and external partners, fostering connections that drive customer success, product improvement, and overall business growth.

• Solution Design & Architecture
  • 10+ years of experience in software, system, or enterprise architecture.
  • Field Service Architecture experience (mandatory).
  • Expertise in Salesforce products, platform capabilities, technical governance, and best practices.
  • Experience with large‑scale, complex implementations, including SaaS, PaaS, multi‑tenancy, and multi‑tiered infrastructure.
  • Strong knowledge of enterprise application integration, covering process orchestration, master data management, AI, analytics, and security best practices.
  • Familiarity with industry‑ or vertical‑specific solutions (preferred).
• Communication & Leadership
  • Ability to assess business objectives, propose solution options, and drive stakeholder alignment.
  • Strong written and verbal communication skills, with the ability to present complex technical concepts to both business and executive audiences.
  • Skilled in creating clear, visually compelling design documents for diverse stakeholders.
  • Proven ability to lead discussions, influence decision‑making, and advocate for best practices.
  • High proficiency in English.
• Strategic Thinking & Problem Solving
  • Ability to identify design inefficiencies, recommend optimizations, and drive customer transformation.
  • Provide data‑driven insights on customer success stories and industry trends.
  • Passion for continuous learning and staying ahead of emerging technologies.

• Expertise in Service Cloud
  • Strong knowledge of Salesforce Service Cloud features, including case management, Omni‑Channel routing, Knowledge, Service Console, and automation tools like Flow and Einstein Bots.
  • Ability to configure and optimize these features to meet business needs.
• Secure & Scalable Architecture
  • Expertise in role hierarchy, sharing rules, profiles, permission sets, and security configurations.
  • Proven ability to design scalable, high‑performance architectures aligned with Salesforce best practices, including Large Data Volume (LDV) considerations.
  • Skilled in identifying and resolving common anti‑patterns, including inefficient SOQL queries, improper bulk processing, excessive DML operations, and suboptimal sharing and security model configurations.
• Salesforce Development
  • Hands‑on experience with APEX programming, Visualforce, and Lightning Web Components (LWC).
  • Ability to develop and…