Senior Success Guide, Service Cloud (Salesforce dev exp mandatory)

At Salesforce, we don’t just build technology we help our customers transform their businesses and achieve faster time-to-value. As a Senior Success Guide, you’ll play a critical role in that journey by blending deep product knowledge, hands-on solutioning, and consultative engagement to accelerate customer adoption and outcomes. You will partner with customers to understand their business needs, align them with Salesforce capabilities, and co-create solutions that drive measurable impact. From leading discovery sessions and facilitating solution discussions, to showcasing platform capabilities through demos and collaboratively building prototypes, you will bring strategy and execution together to help customers unlock value faster.

Key Responsibilities

• Engage with customers to gather, analyze, and translate business requirements into actionable Salesforce solutions.
• Deliver org health assessments by reviewing challenges, analyzing performance and customizations, using tools like Salesforce Optimizer and other Internal tools and providing best practice recommendations with actionable insights.
• Deliver advanced security assessments for customers, identifying risks across key domains (application security, authentication, access, data, and coding) and recommending best practices to strengthen security and compliance.
• Collaborate with architects, developers, and stakeholders to design scalable, secure, and high-performing solutions, while reviewing and contributing code when needed to troubleshoot and resolve complex platform challenges.
• 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.
• Deliver expert coaching sessions that provide prescriptive recommendations, best practices, and technical guidance tailored to customer needs to accelerate adoption and drive success.
• Provide product education, technical advice, and adoption guidance to ensure customers consistently achieve their business outcomes.
• Act as a Subject Matter Expert (SME) for Service Cloud, supporting internal enablement and mentoring other Success Guides.
• Partner with Guide Leadership to design and deliver training programs that build team skills and maturity.
• Generate positive feedback from customers, internal teams, and leadership by driving measurable outcomes and customer satisfaction.
• Show continued professional growth through certifications, Trailhead learning, and staying current with Salesforce innovations.

Required Qualifications

• Minimum 5 years of development experience in the Salesforce ecosystem and relevant Salesforce certifications including: Required - Salesforce Certified Platform Developer2 Desired -JavaScript Developer, Service Cloud Consultant, System Architect, Field Service Consultant
• Preferred 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
• Familiar with data integration tools and experienced in integrating Salesforce with various business systems, with strong knowledge of SQL, SOQL, Java, JavaScript, SLDS, and custom 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.
• Ability to collaborate with architects, developers, admins, and business stakeholders, translating requirements into scalable solutions
• Strong communication skills with an analytical mindset to understand requirements and design effective solutions that meet business needs

We operate 24x7 which can involve working during one of the below shifts determined as per business need.

AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time

EMEA hours – 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time

APAC hours – 5.30 AM IST onwards. Work hours are subject to change depending on Business needs.

Note: Most likely the shift would be night shift-AMER hours Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards (depending on Daylight Savings Time)