Success Architect-Service-FY27-Q3-5

About the job

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Job Category Customer Success Job Details

About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

About Salesforce Salesforce is the #1 AI CRM, where ambition meets action. We help companies connect with their customers in a whole new way. Our Trailblazers drive customer success, innovation and positive change in the world. Join us to unleash your potential and redefine what's possible for yourself, for AI, and for the world.

Role Overview As a Field Service Success Architect, you'll be the strategic and technical advisor for our Field Service Signature customers. You'll turn business requirements into solution architectures and roadmaps. You'll help customers get lasting value from Agentforce Field Service by guiding design, adoption and optimization at scale. You'll work with customer executives, technical teams, Account Teams, Product and R&D.

Responsibilities

- Lead technical discovery and architecture design sessions with customers.

- Advise on Field Service scheduling and optimization, mobile and offline, asset management, service territories and integrations.

- Develop solution architectures and roadmaps that match customer business outcomes.

- Run targeted engagements that prove business value, and present to executives.

- Drive adoption and operational excellence across large, complex implementations.Identify capability gaps and design inefficiencies, recommending Field Service product enhancements or creative custom solutions that drive customer success and long-term adoption.

- Carry out technical due diligence and risk management, and flag risks early.

- Build customer champions and trusted-advisor relationships with VP and C-level stakeholders.

- Feed customer product gaps and feedback to Product Management and R&D.

- Work with Support, Services, Partners and Account Teams to resolve complex issues.

- Contribute to the community through reusable assets, best practices and enablement content.

- Provide data-driven insights on customer success stories and industry trends.

- Passion for continuous learning and staying ahead of emerging technologies.

Required Qualifications

- 7+ years in solution consulting, technical architecture or a similar role, with a focus on field service.

- Deep Field Service expertise: scheduling policies and work rules, Flows, Apex,LWCs, LMR, Graph QL, React Native, Optimization (Global, Daily, RSO), Get Candidates, mobile and offline, Salesforce Scheduler, service territories, assets and maintenance plans.

- Proven experience architecting enterprise-scale solutions. Ability to identify design inefficiencies, recommend optimizations, and drive customer transformation.

- Knowledge of integrations (APIs, middleware, IoT). Strong understanding of integrating Salesforce with other enterprise systems using APIs, middleware, and event-driven architectures.

- Executive presence and strong communication, adept at advising C-suite and VP stakeholders, navigating pushback, and building consensus around optimal architectural standards.

- Ability to simplify complex technical concepts for technical and business audiences.

- Bachelor's degree or equivalent experience.

Preferred Qualifications

- Salesforce certifications: Field Service Consultant, Service Cloud Consultant, Administrator, and Application or System Architect. AI Associate and Agentforce Specialist preferred.

- Experience with Agentforce, Data 360 and AI-driven service use cases.

- Background in industries such as manufacturing, utilities, telecom, healthcare or high-tech field operations.

- Experience with Salesforce Scheduler or Service Cloud implementations.

Skills Profile

- Technical: Field Service architecture, optimization, mobile, integration patterns, data modeling, security, Applied AI

- Advisory: Discovery, roadmap creation, value storytelling, risk management, change management, ROI realization

- Behavioral: Customer-first mindset, ownership, collaboration, curiosity, and the ability to work well in ambiguous and tense situations

Accommodations and Equal Opportunity If you require assistance due to a disability applying for open positions, please submit a request 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.

Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and   be your best , and our AI agents accelerate your impact so you can   do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .

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Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.