Success Architect

Job Category

Customer Success

Job Details

**About Salesforce**

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place.
- Seeking a Salesforce expert with **Thai, Bahasa, Tagalog OR Vietnamese**language skills to work across the ASEAN market.

Cloud Success is a specialized team within Customer Success, bringing together customer support engineers, proactive monitoring, specialist product advisors and technical architects. This team not only resolves technical issues but also provides expert guidance on optimizing and leveraging Salesforce technology to drive long-term business success.

The Success Architect collaborates closely with various teams across Customer Success and the Product organization to drive long-term solutions for customers. They work with support engineers to resolve immediate technical challenges while identifying root causes to prevent future issues. Partnering with customer success managers, they ensure customers receive strategic guidance on best practices and long-term technology health. Additionally, they liaise with Salesforce product teams, surfacing recurring challenges and customer feedback to influence product improvements. By bridging the gap between customers, support, and product development, Success Architects help create sustainable solutions that enhance the overall Salesforce experience.

**Key Responsibilities**:
As a Success Architect specializing in **Service Cloud**, you will:

- 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. You will help the team stay at the forefront of Service Cloud innovations, ensuring they are equipped with the latest product developments, best practices and emerging trends.
- 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.

**Basic Requirements**:

- Solution Design & Architecture
- Experience in software, system or enterprise architecture.
- 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.
- 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.

**Desired Technical Skills**:

- Expertise in Service Cloud - Strong knowledge of Salesforce Service Cloud features
- Ability to configure and optimize these features to meet business needs.
- Data Management & Integration
- Proficient in designing and managing data models, relationships (lookup/master-detail), validation rules and data governance best practices.
- Experience with data import/export strategies, deduplication, ETL tools, and integrating Salesforce with external systems via REST/SOAP APIs, middleware (MuleSoft, Informatica) and third-party connectors.
- Secure & Scalable Architecture
- Expertise in role hierarchy, sharing rules, profiles, permission sets and security configurations.
- Prov