Description

Key Responsibilities

• Participate in business and technical discovery sessions with Customer Success stakeholders and teams across acquired organizations.
• Understand and document current-state customer success processes, workflows, data structures, and platform usage.
• Assess existing Salesforce environments, including:
• Salesforce data model and objects
• Configuration and customization
• Workflows, automation, and business rules
• User roles, profiles, permissions, and security
• Integrations with other enterprise platforms
• Data quality, duplication, and dependencies
• Custom applications/components where applicable
• Work with cross-platform teams to understand how Salesforce data and processes interact with Atlassian/Jira Service Management and ServiceNow.
• Identify Salesforce capabilities that can support the desired future-state customer success operating model.
• Evaluate gaps between current Salesforce capabilities and business/functional requirements.
• Provide recommendations on platform fit, configuration vs. customization, data migration, integrations, and target-state architecture.
• Contribute to the assessment of Salesforce as a potential target platform alongside JSM and other options.
• Support development of the future-state design and Design Blueprint, including Salesforce-specific recommendations and considerations.
• Identify key data migration considerations, including data mapping, data quality, historical data, transformation requirements, and migration dependencies.
• Identify risks, assumptions, constraints, and dependencies associated with the Salesforce platform.
• Collaborate closely with the broader discovery team, including consultants with JSM, ServiceNow, data migration, and business process expertise.
• Present Salesforce findings and recommendations to client stakeholders and senior leadership.

Required Skills & Experience

• 8+ years of experience working with Salesforce, with strong experience in Salesforce consulting, solution design, or platform architecture.
• Strong understanding of the Salesforce platform, data model, configuration, automation, security, and integrations.
• Experience conducting Salesforce discovery and assessment for enterprise-scale transformation programs.
• Ability to translate business requirements into Salesforce capabilities and solution options.
• Strong understanding of data migration and data integration concepts, preferably involving Salesforce and other enterprise platforms.
• Experience assessing complex Salesforce environments with significant customization and/or integration footprints.
• Experience working on enterprise application consolidation, platform rationalization, or transformation programs.
• Strong analytical and problem-solving skills, with the ability to identify gaps and recommend pragmatic solutions.
• Strong communication skills and the ability to work directly with business and technical stakeholders.
• Comfortable working in a multi-platform environment and collaborating with architects/consultants across Salesforce, ServiceNow, JSM, and data migration.

 Preferred / Nice-to-Have

• Salesforce certifications such as Salesforce Certified Administrator, Platform Developer, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, or Application/System Architect.
• Experience with Service Cloud and/or Salesforce Service capabilities, particularly in Customer Success or support organizations.
• Experience with Salesforce Data Cloud, where relevant to the target-state architecture.
• Experience with ServiceNow and/or Atlassian/Jira Service Management.
• Experience with Salesforce data migration from legacy or acquired-company environments.
• Experience in M&A integration / post-acquisition technology consolidation.
• Experience working on large-scale operating model and technology transformation initiatives

Key Skills

Education

Bachelor's degree