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Job Category

Customer Success Group

Job Details

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good– you’ve come to the right place.

Heroku is a cloud Platform as a Service (PaaS) and is part of the Salesforce Platform . Developers use Heroku to deploy, manage, and scale modern apps. Our platform is elegant, flexible, and easy to use, offering developers the simplest path to getting their apps to market.

As a Heroku Customer Solutions Architect (CSA), you'll always put customers first, working closely with them to become a trusted adviser who understands their needs, works as a partner toward common success and advocates for them within Heroku. Your relationships are built on trust and a passion to guide their success and growth on the platform.

Here’s what you can expect to do as a Customer Solutions Architect:

Customer Success

• Actively guide new customers through a 90-day onboarding journey, utilizing emails, guides, and webinars, to promote their rapid deployment and growth on the platform.

• Determine business and technical objectives, set appropriate expectations of the Heroku platform, and define criteria for success, ensuring that customers receive the help and guidance they need to achieve it.

• Educate customers in Heroku architecture principles, share best practices, and assist in the development of technical solutions to enable them to develop reliable and scalable applications.

• Work closely with Support, Technical Account Management, Engineering and Product teams to ensure that customer issues are addressed efficiently and transparently, to help build trust in the platform.
  

Efficient Engagement

• Deliver Heroku Expert Coaching Sessions to provide high-value engagement with customers, empowering them to get the most from the platform. Examples of Expert Coaching Sessions include:

  • Onboarding and Implementation Strategy

  • Plan for Application Scaling

  • Baseline Postgres Assessment

  • Technical Discovery

  • App Assessment

  • Solution Proposal

• Identify new opportunities for automation and structured offerings to improve the efficiency and effectiveness of our customer engagement.

Teamwork

• Take ownership of team discovery and development projects that will help drive our efficiency and increase the value of the service we deliver to customers.

• Engage with other teams to gain knowledge of the platform, share customer feedback, and work to foster cross-team collaboration and understanding.

• Learn new skills and share knowledge with the team to ultimately enable customers to benefit from our collective experience.

Preferred Qualifications

• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

• Experience working in a customer facing role

• Excellent customer-facing communication and presentation skills

• Able to handle objections, prioritize customer issues and to effectively drive resolution

and program success.

• Able to collaborate with teams of all shapes and sizes while also being able to work

independently as a self-directed learner

• Strong organizational skills and working effectively to deadlines
  

Preferred Technical Skills

• Previous development experience with one or more programming languages (e.g. Java, PHP, Ruby, Python, Node.js, Go)

• Understanding of the principles and technologies listed below:

  • Enterprise web-based application implementation (HTTP, REST, WEBSOCKET)

  • Enterprise application integration patterns

  • Various cloud offerings in the market and ability to discuss cloud architectures.

  • Past experience with other cloud platform solutions: AWS (required), Azure, GCP (optional).

  • The basic principles of network, application, and information security.

  • The Twelve-Factor App

  • Container technology: Docker

• Understanding of DevOps methodologies, tooling (Git, Terraform, GitHub, etc.) and CI/CD

• Practical experience with Internet technologies and protocols like TCP/IP, HTTP, VPN, DNS, SSL/TLS, etc.

• Expertise and track record of architecting, implementing, and supporting Enterprise-grade (highly available, scalable, secure) infrastructure

• Proven skills with Highly-Availability, Load balancing, Scalability, Performance Testing & Tuning

• Understanding of the following AWS networking features: PrivateLink, VPC peering, VPN

• Hands-on troubleshooting and problem-solving skills

• Good understanding of fundamental technologies like Postgres (including SQL, performance analysis and tuning), Redis, Kafka

• Practical experience with application performance monitoring tools (New Relic, Librato, Scout) and logging/observability tools (Splunk, Papertrail, Coralogix, …)

Accommodations

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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce, Inc . and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce, Inc . and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc . and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc . or Salesforce.org .

Salesforce welcomes all.

For Washington-based roles, the base salary hiring range for this position is $102,500 to $174,200.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.

Certain roles may be eligible for incentive compensation, equity, and benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.