Sr. Success Architect - Marketing Cloud

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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.

At Salesforce, we are dedicated to fostering a diverse and inclusive workplace where individuals from all backgrounds are welcomed and valued. We believe that the unique perspectives and skills of diverse candidates greatly contribute to the success of our teams. As a Marketing Cloud Success Architect, you will play a crucial role in driving successful outcomes for our strategic customers by bringing to bear your technical expertise in Marketing Cloud Product Portfolio, data and analytics.  You should have keen interest in the emergence of AI an the role of Data in its success.

Job Details

About Customer Success Group at Salesforce

Salesforce’s worldwide Customer Success team is a global network of Salesforce employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value based results. Our motto for our customers is "Your Success is our Success"

About the Position

The CSG Success Architect, Marketing role is a Subject Matter Expert (SME) within our Marketing Cloud product portfolio.  We are looking for a passionate technical expert to help ensure the technical success and achieve value while engaging with our portfolio of selected Salesforce customers.  Success Architects (SAs) provide proactive and reactive Architecture, Technology Strategy & Thought Leadership, and Product Technical expertise. SAs deliver customer engagements to help improve customer success and adoption as well as minimize attrition risk. They partner with key stakeholders & C-Level Executives at our largest, most complex customers and build a network and community of customers delivering technical thought leadership and guidance. This is an IC (Individual contributor) role.

Responsibilities 

* Engage with Customers to evaluate and recommend optimization strategies for technical architecture, dev/ops, performance, and solution design specific to Marketing Cloud.
* Identify and evaluate capability gaps for standard product capability or identify creative Architect solutions through customization.
* Understand/Maintains knowledge on new product/feature/capability adoption programs for specific Marketing Cloud Engagement and Personalization features and capabilities
* Collaborates and facilitates discussion across a spectrum of stakeholders from Developers to Architects to Executives while aligning technology to business value and ROI
* Translates complex technical concepts for audiences ranging from the Business to Executive Stakeholders
* Contribute internally to the Salesforce team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a Subject Matter Expert (SME) for specific technical or process areas.
* Develop playbooks aligned with the Success Architect engagement catalog, tailored to the unique needs and opportunities of Marketing Cloud customers.
* Drive thought leadership through mentoring and knowledge sharing

Experience

* Enterprise consulting or implementing (8+ years), including full lifecycle implementation experience with Salesforce Marketing Cloud
* Experience dealing with large scale, technologically complex accounts, which are constantly challenging product capabilities
* Experience in Marketing Agency / Merchandise Market desired.
* Salesforce Certifications ( Marketing ) - Strongly preferred
* Familiarity with Salesforce’s technical architecture: APIs, Standard and Custom Objects, APEX
* Familiar with Customer Data Platforms, Salesforce Data Cloud and Personalization
* Familiar with AI concepts 
* Deep Experience with data modeling
* Understanding of development tools including SLDS, XML, HTML, SQL, Javascript, JSON, and CSS
* Thorough understanding of the fundamentals of Salesforce products (Sales, Service, Marketing) and how our customers use the platform to transform their business.

Skills Required:

* Interacts well with both technical and non-technical customers, attains relevant technical and business requirement