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