Go-to-Market Solution Architect - Post Sale - ddn

As a Post-Sale Solution Architect on 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