Senior Success Guide, Service Cloud

As a Senior Success Guide at Salesforce, you play a crucial role in helping customers transform their businesses and achieve faster time-to-value. By leveraging your deep product knowledge, hands-on solutioning skills, and consultative engagement, you accelerate customer adoption and outcomes. Your responsibilities include partnering with customers to understand their business needs, align them with Salesforce capabilities, and co-create solutions that drive measurable impact. From leading discovery sessions to showcasing platform capabilities through demos, you 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 providing best practice recommendations. - Conduct advanced security assessments to identify risks and recommend best practices for strengthening security and compliance. - Collaborate with architects, developers, and stakeholders to design scalable, secure, and high-performing solutions. - Lead interactive demos, proof-of-concepts, and collaborative solution-building sessions to accelerate feature and cloud adoption. - Co-develop solution components with customers to ensure faster return on value. - Provide expert coaching sessions with prescriptive recommendations and technical guidance tailored to customer needs. - Offer product education, technical advice, and adoption guidance to ensure customers achieve their business outcomes. - Act as a Subject Matter Expert (SME) for Service Cloud, supporting internal enablement and mentoring other Success Guides. - Design and deliver training programs in partnership with Guide Leadership to build team skills and maturity. - Drive measurable outcomes and customer satisfaction to generate positive feedback from customers, internal teams, and leadership. - Stay current with Salesforce innovations through certifications, Trailhead learning, and continued professional growth. Required Qualifications: - Minimum 5 years of development experience in the Salesforce ecosystem. - Relevant Salesforce certifications including Salesforce Certified Platform Developer2. - Hands-on expertise in Service Cloud capabilities such as Service Cloud Digital Engagement, Service Cloud Voice, Knowledge, Agentforce for Service, and Field Service. - Proficiency in Salesforce Lightning using LWC and Apex, as well as front-end technologies like HTML, JavaScript, and CSS. - Experience in data integration and strong knowledge of SQL, SOQL, Java, JavaScript, SLDS, and custom CSS. - Familiarity with platform authentication patterns and security capabilities. - Expertise in Salesforce Flows, Process Builder, and advanced declarative automation tools. - Experience with large data volumes, data migration, and performance optimization in Salesforce. - Strong communication skills and analytical mindset to design effective solutions meeting business needs. Note: The role may involve working during shifts based on business needs, predominantly during the night shift based on AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time 8:30 PM/9:30 PM IST onwards).,