Service Cloud Success Guide

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Ambition meets action, tech meets trust, and innovation is a way of life. We are looking for Trailblazers passionate about leveraging AI to better business and the world, driving innovation, and upholding Salesforce's core values. This is an opportunity to level up your career at the company leading workforce transformation in the agentic era, where Agentforce is the future of AI and you are the future of Salesforce.

Salesforce, the Customer Company, inspires the future of business with AI + Data + CRM. Leading with core values, we empower companies to blaze new trails and connect with customers in innovative ways. We also empower you to be a Trailblazer, driving your performance and career growth, charting new paths, and improving the state of the world. If you believe business is the greatest platform for change and in companies doing well and doing good, you've come to the right place.

The Role of the Service Cloud Success Guide

The Service Cloud Success Guide plays a crucial role in helping customers grow value and improve the adoption of Salesforce products. This position provides proactive and reactive architecture, product, and industry expertise to ensure customers successfully adopt their products. You will engage with customers across all account segments, delivering 1:1 success guidance to Premier and Signature Success customers. Leveraging AI and automation, Service Cloud Success Guides provide timely recommendations, enabling customer value realization at scale. You will partner with key collaborators such as Success Managers, Account Executives, and Support to ensure customer success.

The ideal Service Cloud Success Guide is organized, agile, and passionate about Cloud Success. They possess excellent presentation and communication skills for both 1-on-1 and group settings. Crucially, they bring deep technical expertise and the ability to leverage product knowledge to deliver value to customers and internal teams alike, with proficiency in French.

Responsibilities

• Provide prescriptive recommendations, best practices, and technical advice for improving adoption.
• Deliver 1:1 Expert Coaching Sessions and Ad-Hoc Success Engagements.
• Become an expert in Service Cloud and related products.
• Engage with customers to gather, analyze, and translate business requirements into actionable Salesforce solutions.
• Deliver org health assessments using tools like Salesforce Optimizer and provide best practice recommendations.
• Deliver advanced security assessments, identifying risks and recommending best practices.
• Generate positive feedback from customers, internal teams, and leadership.
• 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.
• Build and co-develop solution components with customers to ensure faster return on value.
• Act as a Subject Matter Expert (SME) for Service Cloud, supporting internal enablement and mentoring other Success Guides.
• Show continued professional growth through certifications, Trailhead learning, and staying current with Salesforce innovations.

Required Qualifications & Skills

• Minimum 2+ years of development experience in the Salesforce ecosystem and relevant Salesforce certifications, such as Salesforce Certified Platform Developer and/or Salesforce Certified Service Cloud Consultant.
• Proficiency in French.
• Ability to collaborate with architects, developers, admins, and business stakeholders, translating requirements into scalable solutions.
• Ability to navigate, escalate, and lead efforts on complex customer requests.
• Ability to prioritize, multi-task, collaborate with team members and perform effectively under pressure.

Preferred Qualifications & Skills

• 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.
• 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.

Additional Success Indicators

• Technical Depth: Experience as a JavaScript Developer, System Architect, or Field Service Consultant.
• Platform Problem Solving: The ability to review and contribute code when needed to resolve complex challenges.
• Trailblazer Achievements: Trailhead Ranger status and Agentblazer Champion (up to Legend).

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

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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. This means that at Salesforce, we believe in equality for all and strive to create an inclusive, discrimination-free workplace. All assessments for current and prospective employees are based on merit, competence, and qualifications, without regard to protected classifications. This policy applies to all aspects of the employment journey, ensuring fair and merit-based decisions in recruiting, hiring, compensation, promotion, and more.

Key skills/competency

• Service Cloud
• Salesforce CRM
• Customer Success
• Technical Consulting
• Solution Architecture
• French Language
• Apex Development
• LWC
• Data Migration
• Salesforce Flows