As a Solution Architect, Salesforce Service Cloud, you will work within 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





Support knowledge transfer and enablement across internal teams and offshore resources

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

📌 Solution Architect – Salesforce Service Cloud (Madrid)
🏢 DDN
📍 Madrid