As a Post-Sale Solution Architect on the GTM Business Applications team, you will serve as the critical bridge between our business stakeholders and the engineering team, driving the design and execution of scalable solutions across the full post-sale customer lifecycle. This includes case management, entitlements, licensing, telemetry-driven support, depot and logistics workflows, asset management, and customer support portals within the Salesforce ecosystem.
You will own the end-to-end requirements lifecycle — from intake through solution design — and play a hands-on role in Salesforce configuration and administration, with a deep focus on Service Cloud, customer support operations, and post-sale experience. While this role works in close partnership with the Lead-to-Order and Order-to-Cash Solution Architect to ensure a seamless handoff where sales motions flow into post-sale, the primary focus is on enabling world-class post-sale capabilities. This is not a traditional BA role; we are looking for someone who can think like an engineer and operate as a strategic partner to Support, Customer Success, Operations, and RevOps leaders.
Act as the primary interface between business stakeholders (Support, Customer Success, Operations, RevOps) and the engineering team, translating business needs into actionable user stories and technical requirements
Lead solution design sessions for post-sale workflows, working closely with Senior Engineers to define scalable approaches across case management, entitlements, licensing, and customer support operations
Own business process mapping across the full post-sale lifecycle, including:
Case creation, routing, and lifecycle management
Entitlement management and SLA enforcement
License tracking and management
Asset lifecycle management
Depot and logistics workflows
Customer support portal design and administration
Customer onboarding and post-sale success handoff
Renewal and expansion support (in collaboration with Lead-to-Order architect)
Configure and administer Salesforce Service Cloud, including:
Case management, routing rules, and queues
Entitlement processes and milestone tracking
Knowledge base and self-service portal (Experience Cloud)
Omni-Channel routing and SLA escalation management
Asset and product tracking
Customer community and support portal configuration
Partner closely with the Lead-to-Order/Order-to-Cash Solution Architect to ensure a seamless handoff from sales motions into post-sale systems and processes
Drive support portal strategy and implementation using Salesforce Experience Cloud, ensuring a seamless self-service experience for customers
Collaborate on licensing and entitlement integrations with upstream CPQ and Order Management systems to ensure accurate post-sale fulfillment
Manage platform-level administration activities including Flow Automations, Approval Rules, and core Service Cloud functionality
Drive sprint planning, backlog grooming, and UAT coordination in partnership with engineering teams
Proactively identify gaps in post-sale processes and propose scalable Salesforce solutions to improve efficiency, data quality, and user experience
Maintain thorough documentation of requirements, process flows, and system configurations
Support knowledge transfer and enablement across internal teams and offshore resources
8+ years of overall professional experience, with 3+ years of hands-on Salesforce Service Cloud experience
Strong background in post-sale business processes including case management, entitlements, licensing, and asset management
Proven ability to bridge the gap between business stakeholders and technical engineering teams
Experience in solution design and the ability to translate complex business requirements into scalable Salesforce configurations
Deep hands-on experience with Salesforce Service Cloud including Case Management, Entitlements, Knowledge, Experience Cloud/Portals, and Asset Management
Proficiency in Salesforce platform administration including Flow Automations, Approval Rules, and Service Cloud functionality
AI-forward mindset with a demonstrated ability to creatively leverage AI tools and capabilities to improve workflows, accelerate solution delivery, and drive team adoption of emerging technologies
Excellent communication and stakeholder management skills
Experience working in agile/scrum delivery environments
Bachelor's degree in Computer Science, Business, or equivalent experience
Salesforce Administrator
Salesforce Service Cloud Consultant
Salesforce Experience Cloud Consultant
Salesforce CPQ Specialist (or experience working alongside CPQ/Lead-to-Order solutions)
Experience with customer success platforms (e.g., Gainsight, Totango)
Exposure to managed packages such as Conga, DocuSign, or similar document generation tools
Experience with depot/logistics or field service management workflows
Familiarity with CI/CD tools such as Copado, Gearset, or similar Salesforce DevOps platforms
Experience supporting high-growth SaaS or data-driven GTM organizations
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