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. 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.
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
Customer support portal design and administration
Renewal and expansion support (in collaboration with Lead-to-Order architect)
Configure and administer Salesforce Service Cloud, including:

Knowledge base and self-service portal (Experience Cloud)
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
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
8+ years of overall professional experience, with 3+ years of hands-on Salesforce Service Cloud experience
~ 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
~ Experience working in agile/scrum delivery environments
~ Bachelor's degree in Computer Science, Business, or equivalent experience

Salesforce Administrator
Salesforce Service Cloud Consultant
Salesforce Experience Cloud Consultant
Salesforce CPQ Specialist (or experience working alongside CPQ/Lead-to-Order solutions)
Experience with customer success platforms (e.g., 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
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📌 Solution Architect - Salesforce Service Cloud (Madrid)
🏢 DDN
📍 Madrid