Customer Success Manager

• Own and govern the technical architecture roadmap for the Service Operations domain, ensuring alignment with business goals and enterprise technology standards.
• Lead the architectural design for key initiatives on the Salesforce and Service Management roadmaps, from concept to implementation.
• Evaluate emerging technologies, patterns, and third-party solutions to modernize our platforms and enhance capabilities.
• Create and maintain reference architectures, reusable patterns, and best practices for Salesforce and Service Management (SRM/ITSM) platforms.
• Architect end-to-end solutions that encompass process automation, data integrity, security, and system integrations.
• Lead technical design reviews and governance sessions to ensure solutions are high-quality, performant, and aligned with strategic vision.
• Define the architectural strategy for modernizing and integrating with legacy systems, ensuring a smooth transition and data consistency.
• Serve as the lead technical authority for the Salesforce Service Cloud ecosystem.
• Design scalable solutions for case management, knowledge management, CTI integration, and agent console optimization.
• Define the architectural foundation for our core service management platform, driving improvements in workflow automation, request fulfillment, and reporting.
• Design and oversee the integration architecture connecting Salesforce, SRM, WINS, and other enterprise systems to create a unified data flow and agent experience.
• Partner closely with business stakeholders in Service Operations, product managers, and engineering leads to understand requirements and translate them into executable architectural designs.
• Serve as a trusted advisor to leadership on technology strategy, opportunities, and potential risks.
• Mentor developers and junior architects, promoting a culture of technical excellence and architectural discipline.

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