Salesforce Architect, Customer Success at JW Player

| Greater NYC Area
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JW Player is seeking a Salesforce Architect with experience building and maintaining enterprise-level CRM solutions on the Salesforce platform and a dedicated focus on driving the efficiency and effectiveness of our Customer Success organization.

This dynamic role requires deep technical acumen as well as the ability to holistically understand and synthesize a complex spectrum of business needs. The Salesforce Architect functions as a trusted partner in defining customer success objectives, strategies, and tactics, and in implementing processes and systems that scale. This role reports to the Director, Sales Operations and will provide leadership and guidance to other Sales Operations staff and consultants.


In this role you will:

  • Implement, integrate and manage the software tools that facilitate Customer Success activities
  • Define and execute technical solutions to business problems across the SFDC platform, specifically with respect to Gainsight, SFDC Sales Cloud, SFDC Service Cloud, NetSuite, Marketo, and Recurly, along with custom integrations with proprietary databases
  • Lead software implementations, providing both hands-on build as well as oversight on adherence to architecture, design, development, and integration best practices
  • Design and maintain integrations across external applications and databases using MS SQL Server, Celergo and other custom solutions
  • Facilitate regular discovery and process reviews with relevant stakeholders to develop and refine the customer journey and translate these requirements into our systems and business processes
  • Establish and provide the materials, data, reports and communications that allow all roles within the Customer Success team to work more effectively
  • Coordinate cross-functional processes that help meet renewal and up-sell goals
  • Assist with the framework to tier existing customers and develop account management books of businesses for optimized distribution of workloads
  • Design and implement key metrics, KPIs and dashboards to further drive customer success

Requirements:

  • Passion for the customer journey
  • 4+ years of enterprise architect experience, with minimum 2 years architecting and implementing complex, scalable Salesforce projects
  • 1+ years of experience administering, integrating and scaling the Gainsight customer success platform or similar solution
  • Demonstrated mastery of the Salesforce platform and related technologies, including but not limited to, Sales Cloud, Service Cloud, Lightning Experience, Apex, VisualForce, SOQL/SOSL, T-SQL/PL-SQL, PHP, CSS, HTML and web services
  • Salesforce Architect, Developer and Administrator certifications 
  • Working knowledge of integrating business applications using ETL processes and platforms (Celergo) and/or building custom solutions via SSIS or custom code
  • Concrete understanding of external business applications and enterprise systems, including ERPs (Netsuite), payment gateways (Recurly, Cybersource), marketing automation (Marketo), Gainsight, Salesloft, custom CPQ solutions, data warehouses/data lakes and BI tools (Looker).
  • Ability to analyze business areas from CRM perspective required
  • Proven ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Professional presence and an ability to translate data into simple, effective visualizations for consumption at the executive level
  • Experience working across functions and driving strategic decisions

Bonus Points:

  • Salesforce Architect, Developer and Administrator certifications

About JW Player

JW Player pioneered video on the web over a decade ago and continues to innovate as the world’s largest network-independent platform for video delivery and intelligence. Media companies including Fox, VICE, Business Insider, and Univision, in addition to hundreds of thousands of creators of all types and sizes, rely on JW Player to deliver and monetize their content across all devices. JW Player’s massive global footprint of over 2 billion unique devices creates a powerful data graph of unique consumer insights and generates billions of incremental video views. The company is headquartered in New York, with offices in London and Eindhoven, and was named to Deloitte’s Technology Fast 500™ in 2017. For more information, visit http://www.jwplayer.com.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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