Field Service Readiness Architect

Salesforce • Indianapolis, IN

6d • $123,100 - $186,300

About The Position

As a member of the Cloud Success Readiness team, the Field Service Readiness Architect helps improve customer adoption and product quality by proactively addressing customer needs and preparing stakeholders to deliver product innovation at scale. The role requires deep knowledge of Salesforce products, capabilities, customer use cases, and the product lifecycle. The architect uses product and technical expertise to surface insights and recommendations, document product feedback, and enable Cloud Success teams—including Success Architects, Success Guides, Support Engineers, and Account Success stakeholders—to better support customers.

The role works across the product lifecycle on strategic initiatives involving new products and features, end-of-life retirements, migrations, and adoption efforts. It provides architectural guidance, product expertise, and readiness materials to Customer Success and Technology & Products stakeholders. The successful candidate will collaborate with subject matter experts and build stakeholder relationships to influence decisions and support customer success.

Requirements

• At least 3 years of experience in Customer Success or Product Management as an individual contributor in the SaaS industry.
• Hands-on experience with Field Service products, including a deep understanding of the current product suite and capabilities for common customer use cases.
• Track record of collaborating with subject matter experts to deliver 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 executives.
• Ability to distill complex information into concise, executive-ready narratives that build alignment, influence decisions, and advance business outcomes.
• Ability to reprioritize and shift direction to deliver higher-priority outcomes.
• Ability to synthesize broad information, identify themes, and develop tactical plans for meaningful business change.
• Ability to apply domain and product knowledge to influence product priorities and design decisions and to build trusted relationships with Technology & Products.
• Ability to curate, create, manage, and distribute clear training materials for audiences with varying levels of business and technical aptitude.
• Ability to align product and engineering teams with Customer Success roles, including Guides, Support, and Architects, 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 products and roadmaps, and engage Technology & Products and Customer Success stakeholders in developing product feedback, roadmaps, strategic readiness plans, and customer adoption plays.
• Develop expertise in new product and feature introductions, large-scale migrations, and product retirements; document best practices and learnings from product interactions and deliver readiness to Cloud Success teams.
• Collaborate with the Cloud Success team and stakeholders across the organization to develop a holistic perspective and strategic approach that supports organizational strategy and customer success.
• Maintain technical, functional, and domain knowledge across current and new products through product experimentation, betas, pilots, and collaboration with subject matter experts.
• 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, strengthening strategic relationships with Technology & Products.
• Provide product expertise to support adoption strategies that improve product adoption and customer health scores.
• Participate in efforts to improve the CSS adoption score and customer health score.
• Work with Readiness Success Architects across Cloud Success to improve the operating model and share best practices.
• Create 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

What This Job Offers

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