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JW Player // open source video player
Sales, Full Time    New York    Posted: Tuesday, June 18, 2019
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JW Player is seeking a Salesforce Architect with experience building & maintaining enterprise-level CRM solutions on the Salesforce platform & a dedicated focus on driving the efficiency & effectiveness of our Customer Success organization.

This dynamic role requires deep technical acumen as well as the ability to holistically understand & synthesize a complex spectrum of business needs. The Salesforce Architect functions as a trusted partner in defining customer success objectives, strategies, & tactics, & in implementing processes & systems that scale. This role reports to the Director, Sales Operations & will provide leadership & guidance to other Sales Operations staff & consultants.

In this role you will:

  • Implement, integrate & manage the software tools that facilitate Customer Success activities
  • Define & execute technical solutions to business problems across the SFDC platform, specifically with respect to Gainsight, SFDC Sales Cloud, SFDC Service Cloud, NetSuite, Marketo, & Recurly, along with custom integrations with proprietary databases
  • Lead software implementations, providing both hands-on build as well as oversight on adherence to architecture, design, development, & integration best practices
  • Design & maintain integrations across external applications & databases using MS SQL Server, Celergo & other custom solutions
  • Facilitate regular discovery & process reviews with relevant stakeholders to develop & refine the customer journey & translate these requirements into our systems & business processes
  • Establish & provide the materials, data, reports & communications that allow all roles within the Customer Success team to work more effectively
  • Coordinate cross-functional processes that help meet renewal & up-sell goals
  • Assist with the framework to tier existing customers & develop account management books of businesses for optimized distribution of workloads
  • Design & implement key metrics, KPIs & dashboards to further drive customer success


  • Passion for the customer journey
  • 4+ years of enterprise architect experience, with minimum 2 years architecting & implementing complex, scalable Salesforce projects
  • 1+ years of experience administering, integrating & scaling the Gainsight customer success platform or similar solution
  • Demonstrated mastery of the Salesforce platform & related technologies, including but not limited to, Sales Cloud, Service Cloud, Lightning Experience, Apex, VisualForce, SOQL/SOSL, T-SQL/PL-SQL, PHP, CSS, HTML & web services
  • Salesforce Architect, Developer & Administrator certifications
  • Working knowledge of integrating business applications using ETL processes & platforms (Celergo) and/or building custom solutions via SSIS or custom code
  • Concrete understanding of external business applications & enterprise systems, including ERPs (Netsuite), payment gateways (Recurly, Cybersource), marketing automation (Marketo), Gainsight, Salesloft, custom CPQ solutions, data warehouses/data lakes & BI tools (Looker).
  • Ability to analyze business areas from CRM perspective required
  • Proven ability to break down ambiguous problems into concrete, manageable components & think through optimal solutions
  • Professional presence & an ability to translate data into simple, effective visualizations for consumption at the executive level
  • Experience working across functions & driving strategic decisions

Bonus Points:

  • Salesforce Architect, Developer & Administrator certifications

About JW Player

JW Player pioneered video on the web over a decade ago & continues to innovate as the worlds largest network-independent platform for video delivery & intelligence. Media companies including Fox, VICE, Business Insider, & Univision, in addition to hundreds of thousands of creators of all types & sizes, rely on JW Player to deliver & monetize their content across all devices. JW Players massive global footprint of over 2 billion unique devices creates a powerful data graph of unique consumer insights & generates billions of incremental video views. The company is headquartered in New York, with offices in London & Eindhoven, & was named to Deloittes Technology Fast 500 in 2017. For more information, visit

We are an equal opportunity employer & value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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