Salesforce Service Cloud Solution Architect

Overview

This is an incredible opportunity to be part of a company that has been at the forefront of AI and high-performance data storage innovation for over two decades. DataDirect Networks (DDN) is a global market leader renowned for powering many of the world's most demanding AI data centers, in industries ranging from life sciences and healthcare to financial services, autonomous cars, Government, academia, research and manufacturing.

"DDN's A3I solutions are transforming the landscape of AI infrastructure." – IDC

“The real differentiator is DDN. I never hesitate to recommend DDN. DDN is the de facto name for AI Storage in high performance environments” - Marc Hamilton, VP, Solutions Architecture & Engineering | NVIDIA

DDN is the global leader in AI and multi-cloud data management at scale. Our cutting-edge data intelligence platform is designed to accelerate AI workloads, enabling organizations to extract maximum value from their data. With a proven track record of performance, reliability, and scalability, DDN empowers businesses to tackle the most challenging AI and data-intensive workloads with confidence.

Our success is driven by our unwavering commitment to innovation, customer-centricity, and a team of passionate professionals who bring their expertise and dedication to every project. This is a chance to make a significant impact at a company that is shaping the future of AI and data management.

Our commitment to innovation, customer success, and market leadership makes this an exciting and rewarding role for a driven professional looking to make a lasting impact in the world of AI and data storage.

Job Description

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.

RESPONSIBILITIES

• 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

CANDIDATE PROFILE

• 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

REQUIRED CERTIFICATIONS

• Salesforce Administrator

• Salesforce Service Cloud Consultant

NICE TO HAVE

• 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

DDN

DDN has a very strong orientation towards these 4 characteristics and any successful employee will demonstrate these capabilities:

Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed to make decisions. Gets involved with new initiatives.

Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds) measurable results. Sets challenging goals, focuses on critical priorities, and is accountable.

Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and addresses cause of issue. Practical, realistic, and resourceful.

Innovative - Builds and improves key business processes that enhance the effectiveness of DDN. Generates new ideas, challenges the status quo, and solves problems creatively.

DataDirect Networks, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, transgender, sex stereotyping, sexual orientation, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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