Heroku Customer Solution Architect

Job description

Job Category

Customer Success Group

Job Details

As a Heroku Customer Solutions Architect you'll work with a diverse range of customers: from agile start-ups building towards their first launch to established corporations or companies like Macy's and Toyota, who depend on Heroku to run their businesses.

As a 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.

As a Customer Solutions Architect, you'll:

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 and engineering teams to ensure that customer issues are addressed efficiently and transparently, to help build trust in the platform.

Efficient Engagement

·  Deliver Heroku Pro Modules, such as App Assessments and Solution Proposals, to provide high-value engagement with customers, empowering them to get the most from the platform.
·  Identify new opportunities for automation and structured offerings, such as Heroku Pro Modules, 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 allow customers to benefit from our collective experience.

Will be constantly striving to improve yourself, the business and the customer experience. In your role, you’ll be expected to lead and innovate around these principles each quarter and throughout the fiscal year. You’ll be measured in this area by how well you conform to the Directly Responsible Individual model

Posting Statement

Salesforce.com 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.