Success Architect-Service-FY27-Q3-5

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.