Field Service Readiness Architect

Quick Facts

• Role: Field Service Readiness Architect

• Domain: Customer Experience, product readiness, and adoption enablement

Description

You will work in the Cloud Success Readiness team to ensure customer success at scale by applying deep knowledge of the Salesforce product portfolio. Partner with Technology & Product and Customer Success to create strategic readiness plans, roadmaps, product feedback, and customer adoption plays. Maintain expertise across product launches, large-scale migrations, and product retirements while helping improve adoption and customer health metrics.

Responsibilities

• Maintain deep understanding of the product roadmap and develop product feedback and readiness plans with Technology & Product (T&P) and Customer Success stakeholders.

• Develop expertise for new product and feature introductions, migrations, and retirements; capture learnings from pilots and pre-launch discovery for scale enablement.

• Collaborate with Cloud Success teams to form a strategic POV that supports company strategy and customer success.

• Track and document recommended product enhancements; develop product requirements for roadmap consideration.

• Provide product expertise to support adoption strategies and improve adoption score and overall customer health.

• Participate in improving CSS adoption score / customer health score and continuously improve the operating model across Readiness teams.

Requirements

• US citizenship required for US government case support.

• 3+ years of experience in Customer Success or Product Management in a SaaS environment.

• Hands-on experience with Field Service products, including deep understanding of the current product suite and its capabilities for common customer use cases.

• Strong collaboration with subject matter experts and ability to influence decisions.

• Ability to interact with technical and non-technical stakeholders and translate customer use cases into technical and functional requirements.

• Experience creating enablement materials and delivering training to functional and technical audiences.

Benefits

• Time off programs

• Medical, dental, vision

• Mental health support

• Paid parental leave

• Life and disability insurance

• 401(k)

• Employee stock purchasing program