, Inc Business Architect Director in San Francisco, California

Job CategoryCustomer Success Group

Job Details

Business Architect Director

Location - US Remote

The mission of Salesforce Innovation and Transformation Center (ITC) is to accelerate our customer’s success through digital business transformation and put innovation at the heart of their businesses. We leverage the Customer Success Platform and cutting edge technology, innovation, strategy and design skills to accelerate our customer's’ transformation into world-class digital businesses.

If you are obsessed with Customer Success like we are, and are always looking for ways to make customer interactions with companies delightful, you are in the right place. We draw upon thousands of evidence-based success stories, our Ohana culture and core principles to partner with our clients and drive towards transformational change...becoming customer companies.

Role Description:

As a Business Architect Director, you will:

  • Deliver business value through enabling fast, iterative & cost effective Salesforce solutions to transform the way the customer engages with their customers, employees and partners.

  • Challenge the status quo by providing innovative vision, governance and strategy, and driving actionable solutions and roadmaps.

  • Connect customer’s strategic direction to their strategic plan.

  • Partner with customer to establish business priorities roadmap.

  • Partner with customer to establish technology capabilities roadmap, connected to business priorities.

  • Map customer’s business goals to the Salesforce ecosystem.

  • Deliver a plan for alignment across customer, Salesforce and partners.

  • Deliver a cultural change management and an adoption roadmap.

  • Recommend strategies to simplify and optimize business processes.

  • Align the business & IT disciplines to industrialize the best ideas with new operating models and governance strategies.

  • Shift people’s mindsets and behaviors across the enterprise to help achieve the customer’s business transformation vision.

  • Identify new opportunities to drive business and customer value, increase ITC impact and gain competitive advantage in the market.

  • Drive experience-led decision making by employing user-centered design to quickly create solutions illustrating a future state.

Your Impact: Success will be measured by:

Customer Satisfaction is the most important responsibility of all Business Architects.

Customer Impact Metrics:

  • Quarterly Customer Satisfaction (CSAT) Score

  • Number of Recommendations made to customers

  • Number of Recommendations adopted by customers

  • Customer-directed metrics re: Business Value (VCM) impact on business goals

  • Examples: Sales Growth, Profitability Growth, Reduced Attrition, CRM adoption, Forecast Accuracy, Marketing Market Share Growth, Market Reach, CSAT, 1st Call Case Resolution

Business Architect Community Contributions (referenced):

  • Attends / Hosts Community Meetings

  • Contributes Content

  • Supports Peers in Community

Internal Salesforce Metrics (referenced):

  • EWS Scores

  • Skills Matrix Endorsements

  • Certifications & Badges

  • Pulse Reports

  • Volunteer Hours

Basic Requirements:

While no college degree required, most successful candidates have extensive experience in in Big-4 consulting, within industry as CIOs/SVPs/Directors and/or have earned MBAs.

  • 10+ years relevant leadership or consulting experience driving organizational transformation leveraging knowledge of the Salesforce platform, industry expertise and world class problem solving skills to help customers transform their business. in such areas as:

  • consulting sales, service, marketing, and/or digital channel transformations,

  • Salesforce platform knowledge, ideally with some hands-on experience,

  • innovation, experience strategy, experimentation, service design, product management,

  • enterprise-wide digital initiative(s), change management, organizational development,

  • value consulting, management consulting, analytics,

  • Published or thought leadership in such areas as sales/service/marketing/digital channel methodologies, design thinking, human-centric methods, principles of customer experience discipline, design-led innovation practice, organizational culture, agile coaching, business process reengineering, or management consulting.

  • Experienced senior strategic business executive with expert understanding of customer business process and thorough understanding current business and/or industry environment and status.

  • MBA or equivalent from a top-tier school preferred.

  • Travel is an integral part of this role, and will be based on individual customer needs. (25%-75%)

Preferred Requirements:


  • Challenges the status quo.

  • Inquisitive mind, endless curiosity and passion for learning about customers, industries and new approaches to doing things

  • How end users perform their jobs

  • Industry challenges and solutions

  • Advanced ability to translate vision and business issues into actionable roadmap and solutions

  • Experience assessing business operations and measuring performance over time

  • Experience leading new ways of working and inspiring both internal teams and customer teams

  • Passion to investigate business processes and evaluate the possibility of new business models

  • Passion for technology, business processes, operational efficiency and automation

  • Exceptional strategic thinker, analyst and results-oriented collaboration partner


  • Strong self-starter with the ability to build a network within and your assigned customer

  • Effectively build, develop, and manage relationships with internal and customer senior executives, setting expectations on their role as stakeholders vested in success.

  • Matrix leadership: Motivate, inspire, and coordinate a blended team of Salesforce, customer, ISV and system integrators to solve customer challenges.

  • Advanced ability to manage customer escalations (internally and externally) and negotiate resolution

  • Thrive in the unknown: creatively solve problems with limited input and resources in a fast-paced, high-pressure environment.

  • Flawlessly execute consulting management activities, with high attention to detail, organization and process.

  • Genuine passion, interest, willingness and ability to adjust to continuously changing priorities and needs

  • Capability as credible and effective C-level advisor/coach, especially with regards to change management (cultural, business and technical)

  • Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog

  • Proven effectiveness at leading and facilitating meetings and workshops

  • Experience and comfort working in an environment of ambiguity:

  • Able to navigate ambiguous business situations and identify a path forward

  • Able to develop new approaches to accomplish work while clarifying and creating transparency across multiple constituencies

Technology Delivery

  • Trusted advisor who is sought after for their ability to add value quickly

  • Familiarity with implementing and supporting enterprise solutions (CRM, ERP, etc.)

  • Experience with product management and agile coaching.

  • Experience with software design/CX/UX/UI, software development, devops and continuous delivery.

  • Collaborate with customers and system integrators to map out current state user workflows and functional architectures, evangelize the benefits of cloud-based technologies, and personalize the future state end user workflow.

  • Deep Salesforce product knowledge and/or demonstrates the ability to quickly learn with the desire to try to make things directly and be hands-on

  • Salesforce platform expertise (or other enterprise software)

  • The full suite of Salesforce’s continuously evolving clouds

  • AppExchange / 3rd party niche solutions to meet customer needs

  • Innovations and best practices for delivering cloud solutions

  • Knowledge of process automation, user experience and workflow is a plus.

  • Experienced at consultative approach, including the ability to translate customer needs into user stories and prototypes.


  • Excellent situational awareness - must be comfortable in dynamic customer environments and enthusiastically present our company.

  • Well-developed soft skills, such as writing, presenting, storytelling, listening, empathy, and the ability to adjust communication style based on the audience.

  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of a customer’s organization:

  • Executive presence while collaborating with and successfully influencing the C-suite

  • COO/CIO to business manager to administrator to shop floor

  • Strong teamwork and facilitation skills with the ability to:

  • Balance conversations within groups

  • Offer suggestions and improvements to process and work effectively with all personalities.

  • Drive towards building consensus

  • Genuine interest and passion for learning, educating and mentoring.


  • Partner with senior client business leaders to implement change: Provide thought-leadership for end-to-end processes refinement in marketing, sales, support and operations.

  • Maximize speed to market with direct access to Salesforce’s product teams, roadmap, industry reference architectures, AppExchange offerings and agile development.

  • Enable delivery with speed, agility and stability by implementing a decision-making framework that balances regional and global attributes, frequency of change, quality of data and risk mitigation.

  • Combine technical and analytical excellence to help solve our client’s toughest business problems. Personalize best practices to customers including, but not limited to, roadmap, agile development, change management, enterprise collaboration, operational support, and alignment to business strategy.

  • Leverage our proprietary methodology to co-create a personalized plan that aligns corporate goals, what is possible, key business measures / KPIs, and a practical implementation path.

  • Improve the certainty of delivering large scale change by aligning sponsor goals, key customer and Salesforce stakeholders, and delivery resources into a program with consistent and transparent processes.

  • Develop a change management and communications strategy focused on education, and continuous feedback loops that engage everyone from end users to senior leaders.

  • Formulate a plan to increase user adoption, productivity, reduce TCO and accelerate Salesforce investment payback.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

Posting Statement and are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. and do not accept unsolicited headhunter and agency resumes. and will not pay fees to any third-party agency or company that does not have a signed agreement with or

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!