Company Introduction
The client is seeking a strategic platform leader to own and evolve its Salesforce ecosystem, serving dealer operations, customer service, and field service teams across the automotive industry.
Role Summary / Purpose
This person is the internal owner of the Salesforce platform. The role combines business analyst, Salesforce administrator, and Salesforce-style Customer Success Manager responsibilities. They connect business teams, IT, the implementation partner, and Salesforce to ensure the platform delivers measurable value for dealer and customer service operations.
Key Responsibilities
- Technical Oversight & Solution Governance: Understand the full architecture including data model, Flow and Apex automation, MuleSoft integrations, security model and environments. Review solution designs, user stories, and release plans for soundness, scalability, and use of built-in features. Identify over-customization, technical debt, and unused licensed products. Participate in Architecture Design Reviews and drive recommendations into action.
- Agentforce & AI Leadership: Identify, rank, and confirm Agentforce use cases for dealer support, customer service, and field service. Monitor Flex Credit consumption and forecast usage. Ensure AI use cases have clear ROI. Establish governance for responsible AI including testing, guardrails, agent conversation review, and human handoff protocols. Stay current on Salesforce's three releases per year.
- Implementation Partner Management: Serve as the main counterpart to the system integrator, owning scope, priorities, and acceptance of delivered work. Hold the partner accountable to timelines, budget, and SDLC rigor including Agile sprint cadence, testing, code review, and release discipline. Identify scope creep, delivery risk, and quality issues early and escalate appropriately. Verify delivered work meets acceptance criteria before sign-off.
- Business Analysis: Lead discovery with dealer operations, warranty, parts, and customer service teams. Map current and future service processes and translate them into user stories with acceptance criteria. Own and prioritize the product backlog based on business value.
- Hands-On Administration: Configure users, permission sets, objects, fields, page layouts, reports, dashboards, and simple Flows. Maintain data quality and governance across vehicle, customer, and dealer data.
- Success, Adoption & Value (CSM-style): Own a platform roadmap tied to business goals and KPIs such as case resolution time, first-contact resolution, dealer satisfaction, and cost to serve. Measure and report adoption, value delivered, and ROI to leadership. Serve as the main contact with the Salesforce account team and Success engagements. Lead change management, enablement, and communication for end users and dealers.
Requirements - Education & Experience
- 5 years of Salesforce experience including at least 2 years as a platform owner, product owner, lead admin, or CSM/Technical Account Manager
- Deep Service Cloud experience. Field Service and Automotive Cloud experience are strongly preferred.
- Hands-on experience or strong working understanding of Agentforce, generative AI, and Data Cloud
- Automotive industry experience: OEM-dealer relationships, aftersales service, warranty, parts, connected vehicles, and fleet and commercial customers
- Track record of holding third-party implementation partners accountable on large multi-cloud programs
- Strong business analysis skills: requirements, process mapping, and user stories
- Comfortable in Agile and hybrid delivery models
- Clear communicator with executives, IT, and technical teams
Required Skills
- Salesforce platform architecture and administration
- Service Cloud configuration and management
- Agentforce and generative AI concepts
- Data Cloud fundamentals
- Business process analysis and mapping
- Vendor and partner management
- Automotive industry knowledge
- Agile delivery methodologies
Nice-to-Have / Preferred Skills
- Salesforce Administrator certification
- Service Cloud Consultant certification
- Agentforce Specialist certification
- Data Cloud Consultant certification
- Platform App Builder certification
- Business Analyst or Strategy Designer background
- Field Service Consultant certification
- Advanced Administrator certification
- MuleSoft Integration Associate certification
Employment Details - Type, Location, Hours
Hybrid role, 4 days per week onsite.