Salesforce.com, Inc CSG Technical Architect/Technical Consultant, Commerce Cloud in Boston, Massachusetts
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Customer Success Group
he Strategic Product, Partner Customer Engagement Team (SCPPE) is the group within the Customer Success Group that holds our subject matter experts for all of Salesforce’s products, programs, and processes. Our product experts drive the relationship and alignment to their respective technology and product stakeholders, and ensure that CSG Field and CSG Go-To-Market (GTM) professionals have the tools and information they need to be successful in their jobs as it relates to various products.
Our Technical Architect / Technical Consultant Product SMEs are laser-focused on solving for the most relevant customer challenges, including reference architectures, solution orientation, field readiness, early adopter customer use cases, developing and distributing product and feature implementation best practices content.
In this role, your mission is become a product customer champion. You will listen closely and respond thoughtfully to customer needs. You also will leverage relationships and expertise to scale our customer knowledge and inspire action across Salesforce. And working with our partners in TMP (Technology Marketing Product), Alliances, Customer Success Group and beyond, you will help drive customer success, product adoption, and customer transformations.
You will be deeply invested in every aspect of the customer experience and ensure that our customer voices are represented by serving as the linchpin across the CSG landscape, surfacing feedback and trends to our business partners and advocating directly for solutions that improve the product experience for those customers. You will also maximize value for our top and highest-potential customers, working strategically alongside our Sales, Support, Services, and Success teams to drive clear business outcomes. You will bring architectural guidance, product expertise, innovation, and knowledge capital to our customers - and in return, they provide us with valuable perspective on our product, services offerings, and success strategy. You also will effectively scale our product expertise by creating relationships across the business, making intentional investments in the areas that benefit our customers the most. Finally, you’ll work cross-functionally with our partners in the field to develop and transition our expertise across CSG, building a sustainable and self-powered ecosystem that drives success for all customers.
Product and Program Areas:
We are looking for technical subject matter experts to perform the role of Technical Architect / Technical Consultant for the following areas: B2C Commerce Platform
Develop technical solution designs & recommendations using Salesforce technology for complex customer use cases that align to the business value the customer is trying to achieve.
Direct customer engagement to provide technical advice and recommendations based on needs identified by the account team
Lead formal presentations, webinars and other learning events tailored to field delivery stakeholders (advisory, delivery, GTM, etc.) to showcase customer use cases and reference architectures
Provide subject matter expertise as warranted via customer needs and business demands including but not limited to practice operations, pre-sales support, field assistance, etc.
Establish mutually beneficial relationship with product owners and stakeholders. Collaborate with the Technology, Marketing & Product organization, and Customers to execute an early adopter program
Basic Requirements and Skills:
Creative solution finding including technological, business & organizational aspects
Complex implementation experience with focus area products (5+years)
Thorough understanding of the fundamentals of focus area products and how our customers use the platform to manage their business.
Interacts well with both technical and non-technical customers, attains relevant technical and business requirements, analyzes information and designs comprehensive solutions.
Develops visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude.
Conducts solutions presentations and obtains customer acceptance to solution design.
Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids. Ability to conceptualize and design sophisticated wireframes, workflows, and diagrams.
A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.
Strong communication skills, both written and verbal. Able to effectively develop materials that are appropriate for the audience and evangelize best practices.
Strong presentation skills. Able to effectively present and defend point of view to a variety of audiences.
Ability to work independently and be a self-starter, prioritize, multitask and perform effectively under pressureLI- Y
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