Customer Success Lead building customer success and support function at an AI - native CRM startup. Driving product adoption and revenue expansion within best accounts in a hybrid role.
About the role
- Vice President of Salesforce Engineering at Global Payments, leading Salesforce solutions for business growth and operational excellence. Overseeing strategic vision and platform governance in dynamic tech landscape.
Responsibilities
- Develop and execute the strategic roadmap for Salesforce platform adoption, customization, and optimization to meet evolving business needs.
- Lead the governance of Salesforce initiatives, ensuring alignment with enterprise objectives and best practices in architecture, security, and scalability.
- Champion the use of Salesforce as a core business platform, identifying opportunities for automation, process improvement, and new capability development that drive measurable business value.
- Oversee the creation and maintenance of disaster recovery and business continuity plans specific to Salesforce and integrated systems.
- Develop roadmap for AI AgentForce scaling, including capacity planning for autonomous systems handling sensitive business processes.
- Evaluate emerging Salesforce AI features like Atlas Reasoning Engine integration and automated threat detection capabilities.
- Evaluate, recommend, and oversee the implementation of Salesforce products, AppExchange solutions, and custom integrations, balancing cost-effectiveness with business impact.
- Manage the Salesforce engineering budget, including resource allocation, licensing, and vendor contracts, ensuring optimal investment in platform growth and maintenance.
- Stay abreast of Salesforce ecosystem trends, releases, and emerging technologies, advising executive leadership on their strategic and financial implications.
- Foster strong partnerships with Salesforce, external vendors, and consulting partners to enhance platform capabilities and support business objectives.
- Lead the engineering team in delivering high-quality Salesforce solutions, ensuring continuous improvement in development practices, release management, and platform performance.
- Collaborate with business stakeholders to gather requirements, prioritize projects, and deliver solutions that enhance user experience and operational efficiency.
- Establish and monitor service level agreements (SLAs) for Salesforce platform availability, reliability, and support, ensuring stakeholder satisfaction.
- Define and enforce standards, policies, and best practices for Salesforce development, integration, and data management.
- Own incident, change, and release management processes for the Salesforce environment, ensuring minimal disruption and rapid issue resolution.
- Oversee deployment of Salesforce Agentforce solutions, configuring natural language instructions and action libraries for AI agents handling sensitive business operations.
- Implement real-time toxicity detection and data masking through Einstein Trust Layer for all Salesforce AI-powered customer interactions.
- Utilize AI-driven audit trails and automated compliance checks that validate data handling against regulatory requirements during every release cycle.
- Build, mentor, and lead a world-class Salesforce engineering team, fostering a culture of innovation, accountability, and continuous learning.
- Develop organizational structures and career pathways that support both current business needs and future growth in Salesforce capabilities.
- Drive talent acquisition, retention, and development strategies to ensure the team possesses cutting-edge Salesforce and business acumen.
- Promote cross-functional collaboration, ensuring Salesforce solutions are integrated seamlessly with other technologies and business platforms.
- Ability to build cross-functional teams with hybrid skills in Salesforce CRM, AI/ML fundamentals, and regulatory compliance.
- Translate business strategies into Salesforce platform solutions that deliver competitive advantage and operational efficiency.
- Develop business case justifications and cost/benefit analyses for Salesforce investments, communicating value and risk to executive stakeholders.
- Assess, communicate, and mitigate risks associated with Salesforce-related technology investments and implementations.
- Design and enforce security protocols for Salesforce implementations using Salesforce Shield, Platform Encryption, and Einstein Trust Layer to protect sensitive data across all clouds (Sales/Service/Experience).
- Implement AI-driven compliance monitoring systems leveraging Salesforce’s Atlas Reasoning Engine to automatically detect GDPR/CCPA violations and PII exposure risks.
- Establish AgentForce AI governance frameworks ensuring autonomous systems follow ethical guidelines through topic classification and dynamic grounding mechanisms.
- Conduct regular ethical red teaming exercises to test AI agent responses for bias, toxicity, and regulatory compliance.
Requirements
- Bachelor’s degree in Computer Science, Business, Engineering, or a related field (Master’s preferred)
- 12+ years of progressive leadership experience in technology delivery, large scale business transformation, or enterprise program execution
- Extensive experience leading Salesforce engineering teams and delivering large-scale Salesforce solutions in complex, enterprise environments.
- Deep knowledge of Salesforce architecture, platform capabilities (Sales Cloud, Service Cloud, Experience Cloud, etc.), and integration patterns.
- Proven ability to translate business requirements into scalable, secure, and innovative Salesforce solutions.
- Strong financial management skills, including budgeting and vendor management.
- Demonstrated leadership in team development, talent management, and cross-functional collaboration.
- Excellent communication and stakeholder management skills, with the ability to influence at all levels of the organization.
Benefits
- Medical, dental and vision care
- EAP programs
- Paid time off
- Recognition programs
- Retirement and investment options
- Charitable gift matching programs
- Worldwide days of service
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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