Key Responsibilities:
Service Ownership & Operational Excellence
- Own the stability, scalability, and secure operations of the Salesforce ecosystem (Sales Cloud,
Service Cloud, CPQ), including connected platforms such as ServiceMax and eCommerce.
- Ensure high system availability, performance, and user satisfaction by implementing ITSM best
practices for incident, change, and problem management.
- Drive proactive monitoring, capacity planning, and operational health checks to maintain adherence to SLAs and KPIs.
- Lead environment lifecycle planning including org management, release cycles, platform upgrades, patching, and security compliance.
- Accountable for stable, reliable, and secure operations across all enterprise applications, ensuring adherence to defined SLAs and KPIs. --- Business Relationship Management
- Act as a trusted partner to Sales, Marketing, Service, Field Operations, and Commercial leaders, ensuring Salesforce solutions are aligned with evolving business strategies.
- Conduct regular stakeholder engagement sessions to gather new requirements, communicate roadmap plans, and drive adoption of new features.
- Translate complex business needs into scalable Salesforce solutions, ensuring value realization across user journeys and end-to-end processes like Lead-to-Quote, Quote-to-Cash, and Case Management. --- Innovation, Automation & Transformation
- Lead continuous improvement and transformation initiatives by leveraging Salesforce-native capabilities, automation (Flows, Process Builder), and advanced tools like AI/ML and Einstein Analytics.
- Champion digital innovation in areas such as guided selling, intelligent service dispatch, mobile enablement, and customer self-service portals.
- Oversee strategic platform enhancements including Experience Cloud site rollouts, Salesforce CPQ improvements, and ServiceMax integrations.
- Partner with enterprise architecture teams to align Salesforce roadmap with overall enterprise digital architecture and integration platforms like Boomi. --- Vendor & Partner Management
- Manage third-party vendors, implementation partners, and Salesforce consultants ensuring consistent delivery, innovation input, and adherence to SLAs.
- Establish a governance model to evaluate vendor performance, resource effectiveness, and alignment to internal capability needs.
- Ensure the platform is compliant with internal controls, licensing usage, and industry best practices.
- Basic Qualifications
Required Qualifications & Experience
- Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field.
- 10+ years of progressive experience in IT applications, with at least 6 years of direct leadership
in Salesforce ecosystem management.
- Proven expertise in owning and scaling Salesforce platforms including CPQ, Service Cloud,
and integrations with MDM and SAP systems.
- Strong understanding of sales, service, partner portals, and field operations processes as
enabled by Salesforce and tools like ServiceMax.
- Certified Salesforce Administrator; additional certifications in CPQ, Service Cloud, Experience Cloud preferred.
- Familiarity with integration platforms such as Boomi to ensure seamless end-to-end data flows and system orchestration.
- Experience leading global support and delivery teams across onshore/offshore models, with strong vendor oversight.
- Expertise in IT governance, Agile/Waterfall delivery methodologies, change control, and operational excellence frameworks (e.g., ITIL, PMP).
Preferred Characteristics
- Sense of urgency, proactive and have good functional and technical understanding
- Exceptional stakeholder management skills, with experience engaging business functions
- Lead vendor team in achieving high-performance across responsibility area
- Foster a culture of accountability, collaboration, innovation, and customer focus.
- Eger to learn and take up new challenges
