Job Details

Salesforce Service Cloud (CRM) AMS Manager

We are seeking an experienced Salesforce Service Cloud (CRM) AMS Manager to lead Application Managed Services (AMS) operations, ensuring system stability, efficient service delivery, and continuous improvement of CRM applications. This role combines Salesforce functional expertise, program management, and integration oversight (MuleSoft), while managing stakeholders and support teams in a fast-paced onsite environment.

Key Responsibilities

• Lead AMS operations for Salesforce Service Cloud
• Ensure system stability, performance, and support delivery
• Manage incident, problem, and change management processes aligned with SLAs

Salesforce Service Cloud Management

• Oversee Service Cloud configurations and support activities
• Ensure optimal CRM functionality and user experience
• Drive continuous improvement of CRM processes

Integration & Technical Oversight

• Manage and coordinate MuleSoft integrations
• Ensure seamless data flow across systems
• Troubleshoot integration issues and optimize performance

Program Management

• Lead program planning, tracking, and reporting activities
• Monitor KPIs, service metrics, and incident trends
• Implement improvements based on data-driven insights

Stakeholder & Team Management

• Collaborate with stakeholders across Sales, Marketing, and IT
• Prioritize enhancements and support requests
• Provide leadership and coordination for support teams

Must-Have Qualifications

• 69 years of experience in Salesforce Service Cloud (functional/technical)
• Strong experience in AMS / support environments
• Proven program management and service delivery experience
• 35 years of MuleSoft integration experience
• Strong understanding of CRM and customer service processes
• Experience with incident, problem, and change management
• Excellent communication and stakeholder management skills

Preferred Qualifications

• Experience with Salesforce Data Cloud
• Knowledge of Salesforce Marketing Cloud
• Familiarity with enterprise integration platforms

Core Skills

• Salesforce Service Cloud
• Application Managed Services (AMS)
• MuleSoft Integration
• CRM Operations
• Incident & Change Management
• Program & Stakeholder Management