Working understanding of Salesforce Service Cloud and/or Experience Cloud, related business applications such as Jira/Jira Service Management, Gainsight, or Professional Services tools, and common Customer Journey processes such as case management, customer onboarding, customer success, customer enablement, customer delivery, renewals, and entitlements. Lead discovery sessions to define Customer Journey use cases across Customer Success, Global Support, Professional Services, Training, Renewals, and related customer and partner operations, with an emphasis on customer outcomes, speed to value, customer satisfaction, adoption, retention, and operational efficiency.