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Role Overview
Solution Architect at Salesforce, Customer Success job category. Location not specified in source.
Company Overview
Salesforce is the #1 AI CRM platform where humans and agents drive customer success together. The company is leading workforce transformation in the agentic era, with a focus on AI-driven innovation and customer experience. Salesforce is committed to fostering an inclusive, merit-based workplace free from discrimination.
Role Purpose
Solution Architects play a key role in establishing optimal use of Salesforce products in customer environments. This role requires understanding customer business requirements, designing and configuring desired solutions, and scoping entire implementations with expertise in digital transformation and customer experience.
Key Responsibilities
Business Process & Strategy
- Participate in business process redesign, roadmap planning, and identification of touchpoints in multi-cloud implementations.
- Identify business process improvements and opportunities for automation.
- Understand the customer's current business processes at a detailed level.
- Participate in discussions with various levels of the customer's IT and business partners.
Design & Configuration
- Analyze data requirements, structures, and integration points of the process.
- Create mapping to Salesforce objects or external REST endpoints.
- Develop prototypes, proof of concepts, and sample mockups as a means of eliciting and defining business requirements.
- Demonstrate excellent design skills, including the ability to critique visual elements and optimize user flows.
Requirements & Documentation
- Create and own user stories and business requirements documents as an outcome of requirements gathering sessions.
- Detail user stories in agile sprints for the scrum team to work upon.
- Document work using flow charts, written descriptions, screenshots, and videos.
- Communicate requirements and process assets clearly using text, diagrams, and videos.
Stakeholder Management
- Develop strong client relationships by building trust, rapport, and positive working relationships with both internal and external collaborators and team members.
- Work with internal and customer stakeholders throughout the solution lifecycle.
Testing & Deployment
- Participate in the UAT and Go-Live process, including test planning, development of test scripts, testing logistics, test execution, and status reporting.
Operations
- Apply knowledge, skills, and judgment to make decisions and resolve issues.
- Maintain a target billable utilization aligned to the role.
Qualifications & Experience
- 10 or more years of CRM experience.
- Demonstrated capability to understand business strategies and application objectives and translate those requirements into effective implementation designs.
- In-depth knowledge of key processes in industry-specific solutions.
- Experience will be evaluated based on alignment to core competencies for the role, including extracurricular leadership roles, military experience, and volunteer work.
Skills & Competencies
- Excellent written and visual communication skills.
- Expertise in process modeling tools and standard methodologies.
- Project management tools and standard methodologies.
- Data modeling.
- Systems analysis and design.
- Self-directed with the ability to break down complex processes, assign actions, and manage progress within a set timeline.
Additional Information
Salesforce uses artificial intelligence tools to help recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make candidate selection and hiring decisions. Reasonable accommodations are available during the application and recruiting process via the Accommodations Request Form. Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment based on merit and competence.