Cloud Readiness Architect - Education and Non-profit Cloud

About the role

The Cloud Readiness Architect - Education and Non-profit role within Agentforce is designed for individuals with a strong background in Customer Success or Product Management. This position requires hands-on experience with Salesforce products, particularly those used in the education and non-profit sectors.

Responsibilities

• Maintain a deep technical, functional, and domain understanding of the Industries Cloud product portfolio, roadmap, and all in-market and new products.
• Act as an early adopter, developing expertise for all new product introductions, feature releases, large-scale migrations, or product retirements.
• Practice continuous learning through first-hand product experimentation and participation in Product-driven betas and pilots.
• Establish and own relationships with Product Management Leaders and key subject matter experts, strengthening the strategic partnership with T&P.
• Engage T&P and CSG stakeholders in the development of product feedback and roadmaps.
• Identify, document, and track recommended product enhancements based on customer, partner, and internal stakeholder input.
• Develop product requirements and deliver them to Product Leadership for roadmap consideration.
• Document best practices and learnings from product interactions (like pilots and pre-launch discovery) to deliver readiness for scale.
• Deliver this knowledge capital and architectural guidance to Cloud Success teams, including Success Architects, Success Guides, Support Engineers, and Account Success stakeholders.
• Collaborate with your Cloud Success team to create a holistic strategic approach that supports the overall product strategy and customer success.
• Provide product expertise to support the creation and rollout of strategies aimed at improving the product adoption score.
• Participate in efforts to improve overall customer health for the product.
• Work with other Readiness Success Architects across Cloud Success to share best practices and continuously improve the team's operating model.

Requirements

• 9+ years experience in Customer Success or Product Management individual contributor role in the SaaS industry.
• Hands-on experience working with Salesforce products, including deep understanding of current product suite and product capabilities that meet common customer use cases; understanding of competitor products and landscape a plus.
• Track record of collaborating within a team of subject matter experts who deliver against strategic business initiatives.
• Holds positions requiring interaction with both technical and non-technical stakeholders across different functions.
• Understands and can translate customer use cases to technical and functional requirements.
• Develops enablement materials and delivers training to functional and technical audiences.
• Enablement, consulting or Salesforce product experience a plus.

Skills & Expertise

• Executive Communication: Strong oral and written communication skills. Proven record of presenting to and updating internal and external stakeholders, including executive personas.
• Prioritization Agility: Approach work with a 'beginner's mind' and shift focus and direction when needed to drive higher priority outcomes.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Critical & Strategic Thinking: Ability to confidently synthesize a broad array of information, identify themes, and develop tactical plans to drive meaningful business changes with executives.
• Subject Matter Expertise: Can apply domain and product knowledge to influence product leaders priorities and design decisions. Build relationships as trusted partner with Technology & Product organization.
• Content & Training Development: Creating, managing, and distributing relevant training materials that is visually clear to meet needs of varying audiences of business and technical aptitude.
• Cross-Functional Alignment: Acting as a liaison between departments such as product and engineering, and customer success roles like Guides, Support and Architects to ensure content is accurate, and impactful.