Regional Success Architect - Marketing Cloud

Job Description

About Customer Success Group at Salesforce: Salesforce s worldwide Customer Success team is a global network of Salesforce employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value-based results. Our motto for our customers is Your Success is our SuccessAbout the Position: The Strategic Customer, Product, and Partner, Engagement Team (SCPPE) is the group within the Customer Success Group that holds our subject matter experts for all of Salesforce s products, programs, and processes. Our product experts drive the relationship and alignment to their respective technology and product stakeholders and ensure that CSG Field and CSG Go-To-Market (GTM) professionals have the tools and information they need to be successful in their jobs as it relates to various products. The CSG Success Architect, Marketing Cloud role is a Subject Matter Expert (SME) within our Marketing Cloud product portfolio focusing on B2B/B2C Marketing. This is an individual contributor role.This is a customer-facing role, and at least 60% of your time will be focused on customer engagements (mostly remotely), where you will maximize value for our strategic customers, working alongside our Sales, Product and CSG teams to drive clear business outcomes. The ideal candidate will have a customer-centric mentality, willing to go the extra mile for the customer and break down barriers to ensure customer success.What type of engagements can you expect to be involved in Our team typically works on 3-5 customers at a time and helps our field teams through our expertise. Some engagements last a few days while others can last a few months. Sample engagements:

• Provide design expertise and make recommendations to a customer who is not using all the Marketing Cloud capabilities they have purchased
• Help customers leverage our new innovations and capabilities like C360 Audiences or Interaction Studio
• Provide expertise and consultation to a customer needing to leverage Marketing Cloud and common components into their overall Salesforce blueprint.

As an experienced architect, you understand Marketing Cloud and other common components. How they re used, how they could be used, the functional and technical challenges faced by our customers, and serve as a trusted advisor on their path towards transformation.As a product champion, you specialize in turning early adopter use cases into successful reference implementations, leveraging your deep product specialization, close relationship with Product Management, and knowledge of the solutions, reference architectures, and implementation best practices that will drive customer success.Your deep exposure to how customers are solving problems makes you a valuable source of insight to others. The ideal candidate will have a passion for sharing these learnings with our partners in TMP (Technology Marketing Product), Alliances, Customer Success Group and beyond, to help further drive customer success, product adoption, and customer transformations.Responsibilities:

• Advise our customers and their SI Partners on solution designs & recommendations that leverage these products to solve the complex use cases, and deliver maximum business value
• Run workshops, develop and present options based on technology and feasibility trade-offs in order to meet a customer s objectives
• Conduct solutions presentations and guides customers and partners towards a best-practice solution design
• Proactively identify and analyse issues/obstacles to determine and recommend appropriate courses of action
• Be an effective presenter to both implementation teams, as well as command the attention of C levels, and business users, and earn their trust through style and conversation
• Works closely with various stakeholders to develop action plans that customers can follow to resolve challenges involving the Salesforce Marketing Cloud platform.
• Bring technical insights into the pre-sales cycle to ensure that the success readiness for the customer is guaranteed by engaging with the partner and customer, together with sales around stage 7 of the sales cycle
• Establish mutually beneficial relationships with product owners and stakeholders. Collaborate with the Technology, Marketing & Product organization, and Customers to support early adopter program.
• Establishes and evolves best practices within the Salesforce Marketing Cloud platform.
• Be a voice of the customer, champion, and provide insight to TMP on future release needs and challenges
• Be a thought leader in the use and potential of these products for our Marketing customers as well as our CSG colleagues and partners
• Stay current on Salesforce Marketing Cloud platform features and capabilities.
• Identify risks to the platform or individual initiatives that they are engaged with and help develop risk mitigations.
• Help us refine and improve by identifying, creating, and enhancing internal processes and methodologies based on recurring customer feedback and evolving industry standards
• Stay ahead of the curve with MarTech innovations, educate yourself and enable others on current and emerging technologies
• Scope, define and work collaboratively and dynamically across multiple engagements at a time
• Travel to client sites for onsite workshops and solutions presentations. Not expected to exceed 25%.

Experience/Skills Required:

• 5 years experience in one of the below
  • Working in a marketing team, managing marketing technologies
  • Customer-facing Salesforce consulting/implementation experience with more than one industry (FINS, RCG, HLS, Public Sector)
• 2 years experience with Salesforce Marketing Cloud, including the following features: Journey Builder, Automation Studio, AMPScript, Content Builder, Salesforce Connector and Business Units.
• Creative solution finding including technological, business & organizational aspects
• Strong communication & Influencing skills, both written and verbal. Able to effectively develop materials that are appropriate for the audience and evangelize best practices
• Strong presentation skills. Able to effectively present and articulate a point of view to a variety of audiences
• Ability to present solutions and obtains customer acceptance to solution design
• Ability to work autonomously and be a self-starter, prioritise, multitask and perform effectively under pressure
• Develops visually rich and professional conceptual design documents targeted to varying audiences of business and technical aptitude

Experience/Skills Desirable:

• Experience working at a customer, managing or administering/using Marketing Cloud
• Thorough understanding of the fundamentals of Salesforce products (Platform, Sales, Service) and how Marketing Cloud interacts with these; plus how our customers use them to manage their business.
• Familiarity with Salesforce s core technical architecture: APIs, Standard and Custom Objects, APEX
• Experience with data modelling - good understanding of database management and sound relational structures
• Experience with Visualforce and Lightning
• Experience with Salesforce Sales or Service Cloud
• Experience with SOAP APIs, REST APIs and integration techniques is preferred.
• Understanding of development tools including SLDS, XML, HTML, SQL, Javascript, JSON, SSJS and CSS
• Experience delivering solutions within waterfall and agile methodologies.

Technical Skills (Mandatory):

• Salesforce Certified Marketing Cloud Consultant
• Salesforce Certified Marketing Cloud Administrator or Developer

Familiarity with all of the following:

• Journey Builder
• Automation studio
• Email Studio
• Mobile Studio
• Content Builder
• Contact Builder

Familiarity with two or more of the following:

• Customer 360 Audiences
• Interaction Studio
• Pardot
• Datorama
• Data Studio / Audience Studio
• Social Studio
• MC/Commerce connector
• MC/Core connector
• Marketing Cloud APIs
• Personalisation Builder / Einstein Recommendations
• Audience Builder
• Google Analytics 360

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Keyskills :
customer relationship managementuse casesdata modelingcustom objectsproduct adoptionproduct portfolioautomation studioconceptual designdevelopment tools