Senior Success Guide, Service Cloud

To get the best candidate experience please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts 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 At Salesforce we don t just build technology we help our customers transform their businesses and achieve faster time-to-value As a Senior Success Guide you ll play a critical role in that journey by blending deep product knowledge hands-on solutioning and consultative engagement to accelerate customer adoption and outcomes You will partner with customers to understand their business needs align them with Salesforce capabilities and co-create solutions that drive measurable impact From leading discovery sessions and facilitating solution discussions to showcasing platform capabilities through demos and collaboratively building prototypes you will bring strategy and execution together to help customers unlock value faster Key Responsibilities Engage with customers to gather analyze and translate business requirements into actionable Salesforce solutions Deliver org health assessments by reviewing challenges analyzing performance and customizations using tools like Salesforce Optimizer and other Internal tools and providing best practice recommendations with actionable insights Deliver advanced security assessments for customers identifying risks across key domains application security authentication access data and coding and recommending best practices to strengthen security and compliance Collaborate with architects developers and stakeholders to design scalable secure and high-performing solutions while reviewing and contributing code when needed to troubleshoot and resolve complex platform challenges Lead interactive demos proof-of-concepts and collaborative solution-building sessions to accelerate feature and cloud adoption Build and co-develop solution components with customers to ensure faster return on value Deliver expert coaching sessions that provide prescriptive recommendations best practices and technical guidance tailored to customer needs to accelerate adoption and drive success Provide product education technical advice and adoption guidance to ensure customers consistently achieve their business outcomes Act as a Subject Matter Expert SME for Service Cloud supporting internal enablement and mentoring other Success Guides Partner with Guide Leadership to design and deliver training programs that build team skills and maturity Generate positive feedback from customers internal teams and leadership by driving measurable outcomes and customer satisfaction Show continued professional growth through certifications Trailhead learning and staying current with Salesforce innovations Required Qualifications Minimum 5 years of development experience in the Salesforce ecosystem and relevant Salesforce certifications including Required - Salesforce Certified Platform Developer2 Desired -JavaScript Developer Service Cloud Consultant System Architect Field Service Consultant Preferred Hands-on expertise in Service Cloud capabilities such as Service Cloud Digital Engagement Service Cloud Voice Knowledge Agentforce for Service and Field Service Experience in developing custom solutions in Salesforce Lightning using LWC and Apex Proficient in front-end technologies like HTML JavaScript and CSS Familiar with data integration tools and experienced in integrating Salesforce with various business systems with strong knowledge of SQL SOQL Java JavaScript SLDS and custom CSS Familiarity with platform authentication patterns SAML SSO OAuth Experience with platform security capabilities TLS SSL Experience in building scalable solutions using Visualforce Apex Web Services and APIs Expertise in Salesforce Flows Process Builder and advanced declarative automation tools Experience handling large data volumes data migration Data Loader ETL tools and performance optimization in Salesforce Ability to collaborate with architects developers admins and business stakeholders translating requirements into scalable solutions Strong communication skills with an analytical mindset to understand requirements and design effective solutions that meet business needs 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 require assistance due to a disability applying for open positions please submit a request via this 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 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