Senior Success Guide, Service Cloud

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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.

• 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.

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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.