Sales Cloud AMS Technical Lead

This is primarily a technical leadership role (70-80% technical/client engagement focus) with limited Client on administrative process management and service governance.** The successful candidate should be recognized for their Client expertise, problem-solving abilities, and ability to guide both clients and delivery teams toward effective solutions. They are equally comfortable troubleshooting a critical Sales Cloud issue, leading a client status meeting, mentoring support resources, and identifying opportunities to leverage AI-driven capabilities to improve operational efficiency.

Role Name: Sales Cloud AMS Technical Lead
Work site: (Remote)

JD:
We are seeking an experienced Client Sales Cloud AMS Technical Lead to provide technical leadership for a global Client support organization responsible for maintaining and enhancing a complex Sales Cloud environment.

This role is ideal for a hands-on Client professional who combines deep technical expertise with strong client-facing communication skills. The successful candidate will lead the resolution of production incidents, defects, and service requests while serving as a trusted advisor to business stakeholders and client teams.

The individual will work closely with client contacts to understand business challenges, provide regular status updates, recommend technical solutions, and guide users through Client Sales Cloud capabilities. The role requires close collaboration with support and development teams located across the United States, Europe, and India.

A strong understanding of emerging AI technologies, including Client Agentforce, Einstein AI, Copilot capabilities, and AI-enabled support operations, is highly desirable. Relevant internal examples reference Agentforce-powered AMS support, AI-assisted incident management, automated health checks, and support optimization initiatives.

## Client Technical Leadership

- Serve as the senior technical lead for Client Sales Cloud AMS operations.
- Act as the primary escalation point for complex technical issues impacting business users.
- Lead technical troubleshooting, root cause analysis, and issue resolution activities.
- Review solution designs and provide technical direction to development and support teams.
- Ensure Client solutions align with platform best practices and scalability requirements.
- Drive technical quality across support, maintenance, and enhancement activities.

## Incident, Defect & Request Item Management

- Own the end-to-end resolution of Incidents, Defects, and Request Items (RITMs).
- Analyze production issues and identify both immediate fixes and long-term solutions.
- Prioritize work based on business impact and customer urgency.
- Coordinate technical resources across global teams to ensure timely ticket resolution.
- Provide detailed technical guidance during incident investigations and problem-solving sessions.
- Reduce recurring incidents through proactive monitoring and continuous improvement initiatives.

## Client Engagement & Stakeholder Management

- Serve as a trusted technical advisor to client stakeholders and business users.
- Regularly interact with client contacts to understand operational challenges and support needs.
- Provide status updates on incidents, defects, enhancements, and service requests.
- Communicate complex technical issues in a business-friendly manner.
- Recommend practical Client solutions that improve user adoption and business outcomes.
- Facilitate discussions with client teams to identify process improvement and automation opportunities.
- Build strong relationships with key business and IT stakeholders through responsive support and technical expertise.

## Global Team Collaboration

- Lead technical teams operating across USA, Europe, and India delivery centers.
- Coordinate work efforts across multiple time zones using a follow-the-sun support model.
- Mentor Client developers, administrators, and support analysts.
- Promote knowledge sharing and technical capability development across the global team.
- Support resource planning and workload balancing to ensure effective service delivery.

## AI-Driven Support & Innovation

- Identify opportunities to leverage AI and automation to improve AMS operations.
- Help implement and adopt Client Agentforce, Einstein AI, Data Cloud, and Copilot-based capabilities where appropriate. [GenAI Sale...use cases | PowerPoint], [DCX Gen AI Examples | PowerPoint]
- Evaluate opportunities for:
- Intelligent ticket triage
- Automated case categorization
- AI-assisted troubleshooting
- Knowledge article generation
- Predictive support analytics
- Automated health monitoring
- Self-service support solutions
- Drive continuous improvement initiatives focused on reducing support effort while improving user experience. Relevant internal materials reference AI-enabled AMS operations and Agentforce-supported ticket management capabilities.

# Required Qualifications

### Experience

- 8 years of Client experience with a strong focus on Sales Cloud.
- 3 years leading Client AMS or Production Support teams.
- Proven experience managing Incident, Defect, and Request Item portfolios.
- Experience supporting global enterprise Client implementations.
- Strong client-facing experience with the ability to lead technical discussions and solution workshops.
- Experience working within offshore, nearshore, and onsite delivery models.

### Technical Skills

Strong expertise in:

- Client Sales Cloud
- Lightning Experience
- Apex Development
- Lightning Web Components (LWC)
- Flows and Automation
- Integration Architecture (REST/SOAP APIs)
- Data Management & Security Model
- Reports & Dashboards
- DevOps and Release Management practices
- ServiceNow and Jira integration processes

### Client & Communication Skills

- Excellent verbal and written communication skills.
- Ability to communicate effectively with both technical and non-technical audiences.
- Comfortable leading client-facing status calls and issue resolution meetings.
- Ability to influence decisions through technical expertise and solution recommendations.
- Strong consultative problem-solving approach.

# Preferred Qualifications

### Certifications

- Client Administrator
- Client Sales Cloud Consultant
- Client Platform Developer I
- Client Platform Developer II
- Client Application Architect (preferred)

### AI & Emerging Technology Experience

Experience with:

- Client Agentforce
- Client Einstein AI
- Client Data Cloud
- Generative AI solutions
- AI-assisted support operations
- Intelligent knowledge management platforms
- Agentic support models and automated ticket resolution concepts referenced in recent Client AMS AI initiatives. [GenAI Sale...use cases | PowerPoint], [DCX Gen AI Examples | PowerPoint]

# Ideal Candidate

The ideal candidate is a highly technical Client professional who enjoys solving complex production issues, working directly with business users, and serving as a trusted advisor to clients. They are equally comfortable troubleshooting a critical Sales Cloud issue, leading a client status meeting, mentoring support resources, and identifying opportunities to leverage AI-driven capabilities to improve operational efficiency.

**This is primarily a technical leadership role (70-80% technical/client engagement focus) with limited Client on administrative process management and service governance.** The successful candidate should be recognized for their Client expertise, problem-solving abilities, and ability to guide both clients and delivery teams toward effective solutions.