Field Service Cloud Architect

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The Field Service Cloud Architect team is part of the Customer Success Organization (CSG). As part of the broader Strategic Customer Engagement Team in CSG, we are passionate about precision engagements that provide our customers the right expertise, at the right time, to drive adoption and create the business value they need most. We work with Salesforce's top strategic customers to help advise them on how to build self-sustaining customer service capabilities that can keep pace with changes in the market and growing customer expectations.

We strive to deeply understand the business goals, objectives, and metrics our customers are trying to drive. We use a discovery process in order to figure out which capabilities are key to the customer's success. This allows us to make well-rounded recommendations that span people, process, and technology to help them achieve their goals for their customer service business. As part of working directly with customers, we also focus on thought leadership and curating assets to enable and scale our efforts across our ecosystem.

The ideal candidate will have extensive customer service and field service operational experience. This includes deep process and domain knowledge and the specific technologies used by both the front and back office to own a field service department. They will bring a customer-centric mentality and work across the customer's landscape to help break down barriers between internal team members. They will also bring a point of view to customers, drawing on their vast experience to provide implementation and domain standard methodologies.

The candidate will be engaged directly with customers and will serve as their advocate during that engagement. As part of these engagements, the candidate, along with the broader Service Cloud Architect team, will work to ensure the customers' voice is heard by surfacing their feedback and identifying trends for future product roadmap consideration.

We work cross-functionally with our partners in the field to develop and transition our subject matter expertise across CSG, building a sustainable and self-powered ecosystem that drives success for all customers.

If you are all about Customer Success and are always looking for ways to make customer interactions with companies memorable, you are in the right place. We draw upon thousands of evidence-based success stories, our culture, and core values to partner with our clients and move towards groundbreaking change.

As a customer-facing Field Service Cloud Architect who is passionate about providing thought leadership on Field Service and delivering Field Service Excellence work, you will do things like:

• Drive executive interactions and conduct alignment workshops with customer service and field service leaders
• Provide technical and/or functional subject matter expertise as warranted based on customer needs
• Help customers develop their Field Service strategy by aligning their vision and goals to Salesforce capabilities
• Run assessments to highlight which service capabilities need focus and why
• Advise customers on how to redesign service processes and establish the right service behaviors with customer experience as the guide
• Drive experience-led thought leadership to create solutions illustrating a future state
• Provide value through Salesforce solutions to transform the way our customers engage with their customers, employees, and partners
• Deliver business value by designing fast, iterative & cost-effective Salesforce solutions
• Align the business & IT disciplines to industrialize the best ideas with new operating models and governance strategies
• Identify new opportunities to create business and customer value, resulting in increasing the Service Architect team's impact and helping Salesforce gain a competitive advantage in the market

• 6+ years of relevant leadership or consulting experience driving organizational transformation using functional expertise in customer service, field service, and customer engagement; knowledge of the Salesforce platform; industry expertise; and strategic problem-solving skills to help customers transform their business
• 2+ years experience with Salesforce Field Service or another Field Service Management Solution.
• Deep understanding of customer service and field service trends as they relate to business processes and the technology employed across the industry
• Experience in customer service and field service strategy, service leadership, or service operations are a plus
• Complete understanding of the capabilities of Salesforce Field Service and how it drives business value inside of today's contact and engagement centers.
• Critical to have the ability to work well with others and partner to develop and reach our overall team goals.
• Able to effectively develop materials that are appropriate for the audience and evangelize standard methodologies.
• Strong presentation skills. Able to effectively present and respectfully defend a point of view to a variety of audiences.
• Interacts well with both technical and non-technical customers, gathers 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 proficiency.
• Strong competence toward communicating sophisticated 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.
• Ability to work independently and be a self-starter, prioritize, multitask, and perform effectively under pressure.
• This is a remote position, however as more businesses return to different levels of meeting in person, travel can be an important part of this role. Travel will be based on customer and employee comfort as well as business need and be up to 25% of time on average.

For Colorado-based roles: Minimum annual salary of $130,700 You may also be entitled to receive, bonus, restricted stock units, and benefits.

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