Strategic Customer, Product & Partner Engagement (SCPPE) is a team within Salesforce’s Customer Success Group (CSG) with top subject matter experts covering key Salesforce’s products, programs, and processes. We help drive relationships and success with our largest customers and ensure they get the best out of their Salesforce investments. SCPPE helps align technology and product stakeholders and ensures that CSG Field and Go-To-Market (GTM) professionals have the tools and information they need to be successful in their jobs and drive customer success.

Core Platform Success Directors provide tailored guidance to our most strategic customers leveraging their deep Salesforce product expertise. They work collaboratively within the wider SCPPE team as well as with key stakeholders within Salesforce such as Success Managers, Services, Sales, Support, Product Management, and Engineering to make our customers successful.

A Salesforce Core Platform Success Director is an experienced subject matter expert of the Salesforce Core Platform (meaning the platform that supports Sales Cloud, Service Cloud, Experience Cloud plus a host of other custom applications). They can quickly establish relationships with both business and technical audiences and serve as trusted advisors in crucial conversations. They are CRM domain experts and are grounded in business value - with lenses on both Salesforce and Customer Success. They help Salesforce increase customer adoption, enable services opportunities, prevent customer attrition & support big-bet sales opportunities.

RESPONSIBILITIES

• Help clients consistently meet/exceed goals and metrics
• Guide customers on implementing performant solutions and processes
• Provide relevant technical architectural recommendations in areas such as integration patterns, security, and authentication solutions and enhancements specific to customers’ business needs
• Provide prescriptive recommendations for improving system performance
• Conduct Account Reviews and develop Attrition Mitigation strategies
• Conduct 1:M Customer Webinars
• Enable Customer Success Managers on technical topics
• Actively leverage and contribute to the overall knowledge base and expertise of the community
• Generate positive feedback from internal teams and leadership
• Show continued professional growth and development

Essential

• 8+ years experience in technical support or consulting, including deep functional and technical knowledge, in Salesforce Sales, Service or Experience Cloud. Features knowledge, capabilities, best practices usage, and how to deploy and integrate with other systems.
• Strong communication skills, both written and verbal. Able to effectively develop materials that are appropriate for the audience and evangelize best practices.
• Ability to work independently and be a self-starter, prioritize, manage multiple concurrent engagements for high-quality outputs and perform effectively under pressure.
• CRM domain expertise including an understanding of business processes like Sales, Service, or Support
• Experience designing customized technology solutions that connect internal teams, drive productivity, and encourage team cohesion across multiple business units
• Experience extending the capabilities of pre-built applications to deploy scalable and robust solutions

Desired

• Experience in developing technology solutions with languages such as Apex, Java, JavaScript.
• Architecture exposure across systems integration, application architecture, TOGAF, PaaS, SaaS, ALM.
• Experience designing security and compliance controls determined by industry or customer demand
• Experience dealing with large scale, technologically or functionally complex accounts, which are constantly challenging product capabilities

DESIRED QUALIFICATIONS AND CERTIFICATIONS

• Salesforce product certifications including Salesforce Administrator, Platform App Builder or Platform Developer
• Multilingual speaker including English (mandatory), French (strongly desired skill), Spanish, German or Italian, etc
• Functional or technical knowledge of Salesforce products and features such as Sales Cloud, Service Cloud, and Experience Cloud. An understanding of capabilities and best practices.