Field Service Readiness Architect

Salesforce • Indianapolis, IN

4d

About The Position

As a member of Salesforce’s Cloud Success Readiness team, the Field Service Readiness Architect helps improve customer adoption and product quality by addressing customer needs and preparing stakeholders to deliver product innovation at scale. The role works closely with Technology & Product (T&P) and Customer Success teams, maintaining deep knowledge of Salesforce products, capabilities, roadmaps, and how they map to customer use cases.

The Readiness Architect applies product and technical expertise to surface insights, make recommendations, document product feedback, and develop strategic readiness plans and adoption plays. The role supports initiatives across the product lifecycle, including new product and feature launches, migrations, product retirements, and strategic adoption programs. It also develops and shares best practices and learning from product interaction, pilots, and pre-launch discovery with Cloud Success teams, including Success Architects, Success Guides, Support Engineers, and Account Success stakeholders.

The ideal candidate collaborates with subject matter experts and stakeholders across the organization, builds trusted relationships with Product Management and T&P leaders, and translates customer use cases into technical and functional requirements. The position also contributes to adoption and customer health strategies and continuously improves Cloud Success operating practices.

Requirements

• At least 3 years of experience in a Customer Success or Product Management individual-contributor role in the SaaS industry.
• Hands-on experience with Field Service products, including a deep understanding of the current product suite, capabilities, and common customer use cases.
• Track record of collaborating within a team of subject matter experts delivering strategic business initiatives.
• Experience interacting with 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.
• Strong oral and written communication skills, including presenting to and updating internal and external stakeholders, including executive personas.
• Ability to distill complex information into concise, executive-ready narratives that drive alignment, influence decisions, and advance business outcomes.
• Ability to reprioritize and shift direction when needed to achieve higher-priority outcomes.
• Strong results orientation and ability to consistently deliver against goals.
• Ability to synthesize a broad range of information, identify themes, and develop tactical plans that drive meaningful business change with executives.
• Ability to apply domain and product knowledge to influence product leaders’ priorities and design decisions, and to build trusted partnerships with T&P.
• Ability to curate, create, manage, and distribute clear training materials for audiences with varying levels of business and technical aptitude.
• Ability to liaise across Product, Engineering, and Customer Success roles to ensure content is accurate and impactful.

Nice To Haves

• Understanding of competitor products and the Field Service landscape.
• Enablement, consulting, or Salesforce product experience.
• Deep expertise in Salesforce Field Service Scheduling and Optimization or Field Service Mobile.

Responsibilities

• Maintain a deep understanding of the product portfolio and roadmap, and engage T&P and Customer Success stakeholders in developing product feedback, roadmaps, strategic readiness plans, and customer adoption plays.
• Develop expertise for new product and feature introductions, large-scale migration efforts, and product retirements.
• Document best practices and learnings from product interaction, including pilots and pre-launch discovery, and deliver readiness materials to Cloud Success teams.
• Collaborate with the Cloud Success team and stakeholders across the organization to create a holistic perspective and strategic approach that supports customer success and organizational strategy.
• Maintain deep technical, functional, and domain knowledge across in-market and new products.
• Continuously learn through hands-on product experimentation, product-driven betas and pilots, and collaboration with subject matter experts in the Success Ecosystem.
• Identify, document, and track recommended product enhancements based on customer, partner, and internal stakeholder input.
• Develop product requirements and present them to Product Leadership for roadmap consideration.
• Establish and own relationships with Product Management leaders and key subject matter experts, and strengthen strategic relationships with T&P.
• Provide product expertise to support adoption strategies that improve product adoption scores and overall customer health.
• Participate in improving the CSS adoption score and customer health score.
• Work with other Readiness Success Architects across Cloud Success to improve the operating model and share best practices.
• Develop and deliver enablement materials and training for technical and functional audiences.

Benefits

• Time off programs
• Medical insurance
• Dental insurance
• Vision insurance
• Mental health support
• Paid parental leave
• Life insurance
• Disability insurance
• 401(k)
• Employee stock purchasing program
• Company bonus, incentive compensation for sales roles, and equity may be applicable.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed