Solution Architect - Salesforce Service Cloud

As a Solution Architect, Salesforce Service Cloud, you will work within the GTM Business Applications team, you will serve as the critical bridge between our business stakeholders and the engineering team, driving the design and execution of scalable solutions across the full post-sale customer lifecycle.This includes case management, entitlements, licensing, telemetry-driven support, depot and logistics workflows, asset management, and customer support portals within the Salesforce ecosystem.You will own the end-to-end requirements lifecycle - from intake through solution design - and play a hands-on role in Salesforce configuration and administration, with a deep focus on Service Cloud, customer support operations, and post-sale experience.While this role works in close partnership with the Lead-to-Order and Order-to-Cash Solution Architect to ensure a seamless handoff where sales motions flow into post-sale, the primary focus is on enabling world-class post-sale capabilities.This is not a traditional BA role; we are looking for someone who can think like an engineer and operate as a strategic partner to Support, Customer Success, Operations, and RevOps leaders.ResponsibilitiesAct as the primary interface between business stakeholders (Support, Customer Success, Operations, RevOps) and the engineering team, translating business needs into actionable user stories and technical requirementsLead solution design sessions for post-sale workflows, working closely with Senior Engineers to define scalable approaches across case management, entitlements, licensing, and customer support operationsOwn business process mapping across the full post-sale lifecycle, including:Case creation, routing, and lifecycle managementEntitlement management and SLA enforcementLicense tracking and managementAsset lifecycle managementDepot and logistics workflowsCustomer support portal design and administrationCustomer onboarding and post-sale success handoffRenewal and expansion support (in collaboration with Lead-to-Order architect)Configure and administer Salesforce Service Cloud, including:Case management, routing rules, and queuesEntitlement processes and milestone trackingKnowledge base and self-service portal (Experience Cloud)Omni-Channel routing and SLA escalation managementAsset and product trackingCustomer community and support portal configurationPartner closely with the Lead-to-Order/Order-to-Cash Solution Architect to ensure a seamless handoff from sales motions into post-sale systems and processesDrive support portal strategy and implementation using Salesforce Experience Cloud, ensuring a seamless self-service experience for customersCollaborate on licensing and entitlement integrations with upstream CPQ and Order Management systems to ensure accurate post-sale fulfillmentManage platform-level administration activities including Flow Automations, Approval Rules, and core Service Cloud functionalityDrive sprint planning, backlog grooming, and UAT coordination in partnership with engineering teamsProactively identify gaps in post-sale processes and propose scalable Salesforce solutions to improve efficiency, data quality, and user experienceMaintain thorough documentation of requirements, process flows, and system configurationsSupport knowledge transfer and enablement across internal teams and offshore resourcesCandidate Profile8+ years of overall professional experience, with 3+ years of hands-on Salesforce Service Cloud experienceStrong background in post-sale business processes including case management, entitlements, licensing, and asset managementProven ability to bridge the gap between business stakeholders and technical engineering teamsExperience in solution design and the ability to translate complex business requirements into scalable Salesforce configurationsDeep hands-on experience with Salesforce Service Cloud including Case Management, Entitlements, Knowledge, Experience Cloud/Portals, and Asset ManagementProficiency in Salesforce platform administration including Flow Automations, Approval Rules, and Service Cloud functionalityAI-forward mindset with a demonstrated ability to creatively leverage AI tools and capabilities to improve workflows, accelerate solution delivery, and drive team adoption of emerging technologiesExcellent communication and stakeholder management skillsExperience working in agile/scrum delivery environmentsBachelor’s degree in Computer Science, Business, or equivalent experienceRequired CertificationsSalesforce AdministratorSalesforce Service Cloud ConsultantNice to haveSalesforce Experience Cloud ConsultantSalesforce CPQ Specialist (or experience working alongside CPQ/Lead-to-Order solutions)Experience with customer success platforms (e.g., Gainsight, Totango)Exposure to managed packages such as Conga, DocuSign, or similar document generation toolsExperience with depot/logistics or field service management workflowsFamiliarity with CI/CD tools such as Copado, Gearset, or similar Salesforce DevOps platformsExperience supporting high-growth SaaS or data-driven GTM organizations#J-*****-Ljbffr

8+ years of overall professional experience, with 3+ years of hands-on Salesforce Service Cloud experience Strong background in post-sale business processes including case management, entitlements, licensing, and asset management Proven ability to bridge the gap between business stakeholders and technical engineering teams Experience in solution design and the ability to translate complex business requirements into scalable Salesforce configurations Deep hands-on experience with Salesforce Service Cloud including Case Management, Entitlements, Knowledge, Experience Cloud/Portals, and Asset Management Proficiency in Salesforce platform administration including Flow Automations, Approval Rules, and Service Cloud functionality AI-forward mindset with a demonstrated ability to creatively leverage AI tools and capabilities to improve workflows, accelerate solution delivery, and drive team adoption of emerging technologies Excellent communication and stakeholder management skills Experience working in agile/scrum delivery environments Bachelor’s degree in Computer Science, Business, or equivalent experience Required Certifications Salesforce Administrator Salesforce Service Cloud Consultant Nice to have Salesforce Experience Cloud Consultant Salesforce CPQ Specialist (or experience working alongside CPQ/Lead-to-Order solutions) Experience with customer success platforms (e.g., Gainsight, Totango) Exposure to managed packages such as Conga, DocuSign, or similar document generation tools Experience with depot/logistics or field service management workflows Familiarity with CI/CD tools such as Copado, Gearset, or similar Salesforce DevOps platforms Experience supporting high-growth SaaS or data-driven GTM organizations #J-*****-Ljbffr