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Cloud Architect – Commerce Cloud


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Job Category

Customer Success Group

Job Details

The Cloud Architect – Commerce Cloud team is part of the Customer Success Organization (CSG). Cloud Architects handle precision customer engagements that provide our customers the right expertise, at the right time, to drive product adoption and build the business value they need most.

The Cloud Architect role is a Commerce Subject Matter Expert (SME), within our Shared Success team, which supports all of Salesforce’s products and programs.

This person will bring a mix of Commerce Cloud functional and/or technical product and domain expertise to deliver high value customer engagements. The Cloud Architects also bring the relationship and alignment to their Technology and Product partners to ensure that CSG Field and CSG Go to Market (GTM) professionals have the tools, enablement, and information they need to be successful in their jobs as it relates to Commerce Cloud products.

You will be deeply invested in every aspect of the Commerce Cloud customer experience. You will ensure that our customers’ voice is represented by serving as the linchpin across the CSG landscape, surfacing feedback and trends to our business partners and advocating directly for solutions that improve the relevant experience. Further, you’ll enhance value for our customers, working strategically alongside our Sales, Support, Services, and Success teams to drive clear business outcomes. You will bring architectural guidance, product expertise, innovation, and knowledge capital to our customers – and in return, they provide us with valuable perspective on our product, services offerings, and success strategy. You also will work cross-functionally with our partners in the field to create and transition our expertise across CSG, building a sustainable and self-powered ecosystem that drives success for all Commerce Cloud customers.

You are laser-focused on solving the most relevant Commerce Cloud customer challenges, which may include new product/feature early adopter use cases, internal field readiness, curating and distributing product and feature implementation standard methodologies’ content, and publishing reference architectures.

This is an Individual Contributor role.

Our team typically works on multiple non-billable Customer engagements at a time, sometimes as the sole SME, and sometimes in collaboration with other Customer-facing teams. Some engagements last a few days, while others may span weeks or months. Some sample engagements may include:

  • Provide functional or technical design expertise and recommendations to a customer who is implementing a new product or feature.
  • Bring guidance, implementation standard methodologies, and product expertise, innovation to our partners and Salesforce services teams for our most strategic customers.
  • Provide expertise and consultation to customers seeking to transition from older architectures, products, or features, to our newer offerings.
  • Act as a subject matter authority to aid in the realization of programs designed to address a specific business need. Examples include product/feature adoption, standard methodology mentorship for specific use cases, addressing the needs of a particular customer segment.


  • Direct customer engagement providing standard methodologies recommendations based on needs identified by the account team. This role is focused on driving value realization with customers.
  • Run workshops and present options based on technology and feasibility trade-offs to meet a customer’s goals.
  • Identify and analyze issues/obstacles to resolve and recommend appropriate courses of action.
  • Work with various partners to develop action plans that customers can follow to resolve challenges involving the Salesforce Commerce Cloud platform.
  • Lead formal presentations, webinars and other learning events tailored to field delivery collaborators to showcase customer use cases, platform standard methodologies and product capabilities.
  • Establish mutually effective relationships with your Commerce Cloud TMP product owners.
  • Stay current on Commerce Cloud platform features and capabilities and support adoption programs for specific new products and features.
  • Provide content expertise and thought leadership for implementation standard methodologies guides, and enablement assets.
  • Provide ad hoc subject matter expertise as warranted via customer needs and business demands including but to limited to practice operations, pre-sales support, field assistance, etc.
  • Participate in CSG Voice of the Customer inputs and review VOC feature requests with product owners for release priority
  • Participate in program development and execution that helps to amplify expertise across the Commerce customer base and internal partners.

Required Skills & Expertise

  • 6+ years relevant customer engagement experience up to executive leadership, including strategic guidance on feature adoption, implementation, and technical organization design. Consulting experience a plus.
  • 2+ years experience with the Salesforce core platform and/or Salesforce Commerce for B2B product, B2B industry expertise; and strategic problem-solving skills to help customers transform their business.
  • Experience in B2B Commerce strategy and Commerce/Order Management operations are a plus.
  • Detailed understanding of the fundamentals of the Commerce Cloud products and how our customers use our platform to run their business.
  • Salesforce Administrator Certification
  • Interacts well with both technical and non-technical customers, attains relevant technical and business requirements, analyzes information and designs comprehensive solutions.
  • Develops visually rich and professional conceptual design documents targeted to varying audiences of business and technical proficiency.
  • A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.
  • Strong communication skills, both written and verbal. Proven ability to develop materials that are appropriate for the audience and evangelize standard methodologies.
  • Strong presentation skills. Able to optimally present and defend point of view to a variety of audiences.
  • Outstanding organization and program management skills.
  • Ability to work independently and be a self-starter, prioritize, multitask and perform effectively under pressure.
  • Occasional travel as necessary (expected average 10-20%); only applies when travel is permitted.



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Cloud Architect – Commerce Cloud

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