Amers Data + Ai Practice

Job Category Customer Success Job Details **About Salesforce** We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place. Applications will be accepted up to 4 weeks from posting date This senior-level position sits within CSG Professional Services, on the Data Excellence team. Its functions are split equally between delivery and internal employee enablement, whereby half of the role is customer-facing and involves serving Salesforce’s enterprise Agentforce customers as a technical advisor, and the other half is spent on enabling CSG employees on Agentforce by providing technical expertise; documenting reference architecture; building reusable tools, assets, and patterns; running live enablement sessions; and providing from-the-field feedback (Voice of the Customer) to the Product and Engineering organizations to contribute to product enhancements. **Key Responsibilities** - Act as a senior escalation point for critical or complex Agentforce project challenges, providing expert diagnosis, recommending strategic and technical solutions, and guiding teams toward successful resolution. - Lead the technical design and hands-on development of complex Agentforce solutions, including creating and editing agents, prompts, topics, actions, flows, and writing necessary Apex and SOQL code to meet customer requirements. - Partner with customers and account teams to assess business challenges, identify high-impact Agentforce use cases, define solution scope, develop detailed technical designs, and articulate the business value of proposed solutions to foster successful adoption and identify future opportunities. - Lead and contribute to mentorship and enablement programs, developing and delivering technical content, documenting reference architectures, building reusable assets and patterns, and running internal training sessions to scale Agentforce knowledge within CSG. - Maintain a high degree of expertise on the rapidly evolving Agentforce product roadmap and the broader generative AI landscape through continuous self-directed learning. - Provide critical "Voice of the Customer" feedback to Product and Engineering organizations based on field experience, directly contributing to product enhancements and future features. - Actively partner with GTM counterparts during pre-sales activities by providing expert technical validation, shaping scope, and contributing to the development of future Services offerings related to Agentforce and AI. - Manage parallel engagements across multiple (typically 2-3) strategic clients simultaneously, meeting a utilization target of 50%. **Qualifications and Skills** - Practical, hands-on, real-life Agentforce experience guiding customers on the use of the technology. - Salesforce AI Specialist certification and Agentblazer Innovator status is required. - Strong understanding of data management concepts for structured and unstructured data within the Salesforce ecosystem (including Salesforce CRM and Data Cloud) and external systems, including data integration, transformation (ETL/ELT), and data governance considerations. - Relevant Salesforce experience in Sales Cloud, Service Cloud, and Data Cloud, and related certifications (Salesforce Administrator, Service Cloud Consultant, Sales Cloud Consultant, Data Cloud Consultant) are a strong plus. - Strong aptitude toward communicating complex business and technical concepts using visualization and modeling aids, and the ability to conceptualize and create sophisticated diagrams and documents. - Knowledge of Data Governance, Data Security, and Data Privacy concepts and regulations is preferred. - Salesforce Data Cloud Consultant certification is preferred. - BA/BS degree or foreign equivalent in a technical or related field. - Willingness to travel when needed (expected to be less than 10%). **Required Qualities** - PASSION: Passionate about Customer Success. - BEGINNER'S MIND: Always learning; approaches each interaction with open mind; great listener and hands-on. - LEADERSHIP: Self-aware and strategic thinker; proficient at building strong relationships. - COMMUNICATOR: Speaks and writes with clarity, brevity, and purpose; explains area of expertise clearly and confidently to others; influences and engages C-Level with authority and confidence. - STORYTELLER: Confidently and effectively facilitates and presents; ably defends point-of-view; keeps audiences engaged and delivers a clear and memorable message. - TEAM PLAYER: Proficient at collaboration and working with members of a team