Sr Manager, Software Development - Salesforce Service Cloud

As the Senior Manager and Delivery Leader for the Customer Experience (CX) Systems Portfolio, you will serve as a strategic, innovative, and hands-on leader focused on driving delivery excellence for our post-sale systems. You will lead the strategy, development, and scaling of the platforms that power our Customer Support, Customer Success, and Professional Services teams.

This role is paramount to stabilizing our Salesforce Service Cloud environment while leading the critical implementation of Certinia PSA and Certinia Customer Success Cloud. Your mission is to build a technical roadmap that integrates AI solutions and delivery excellence across the entire post-sale lifecycle to enable the company to scale its service objectives.

Your success will hinge on a strong technical background in Salesforce Service Cloud and a deep understanding of the end-to-end post-sales process and tech stack and the leadership ability to drive platform stability and resource efficiency. This role will report directly to the Senior Director, GTM Software Development & Operations.

• Own end-to-end delivery of post-sales technology initiatives, including major platform migrations, new implementations, and continuous improvement programs across Salesforce (Service Cloud & Experience Cloud), Certinia PSA, and Customer Success Cloud platforms like Totango, Gainsight etc.
• Partner closely with Customer Experience Ops team, Stakeholders from Customer Support, Professional Services, and Customer Success to define roadmaps, prioritize initiatives, and translate business needs into executable delivery plans
• Balance delivery of strategic projects with ownership of continuous improvements, support, and technical debt reduction
• Modernize and scale the ecosystem by automating manual workflows, improving data quality, and strengthening platform reliability for the services organization.
• Establish and mature delivery excellence by implementing strong Agile and DevOps practices, including CI/CD pipelines (using Copado), automated deployments, and rigorous code quality standards.
• Build, develop, and lead a high-performing and scalable global team of administrators, engineers, architects, and QA personnel, focusing on predictability and velocity.
• Mentor and develop team members, fostering a culture of ownership, accountability, and continuous improvement
• Oversee vendor and systems integrator engagements, ensuring delivery quality, accountability, and alignment with internal standards, architecture and timelines
• Provide technical guidance on Salesforce architecture, data flows, API integrations (including Dell Boomi), and overall system design.
• Drive and deliver use cases leveraging Generative AI & Agentic AI for improved support accuracy, automated reconciliation, and proactive customer health monitoring.
• Ensure compliance with global data protection standards (GDPR, SOX) and maintain high data integrity across connected platforms.
• Communicate effectively with senior leadership, providing clear visibility into progress, risks, and long-term modernization plans.

Required Qualifications

• 7+ years of progressive experience in technology and SaaS systems delivery, with 5+ years in leadership roles managing technical delivery teams.
• Strong technical expertise in the Customer Experience (CX) domain, specifically with Salesforce Service Cloud, Experience Cloud and Certinia
• Proven track record in building and scaling high-performing teams and establishing a culture of delivery excellence within an Agile framework.
• Demonstrated experience managing external implementation partners and vendors to ensure high-quality delivery on complex enterprise projects.
• Deep, hands-on knowledge of Salesforce architecture and its integration with core components like Certinia (FinancialForce) PSA and Customer Success Cloud.
• Direct experience with Integration Platforms as a Service (iPaaS), such as Dell Boomi, for managing complex data flows between CX and core enterprise systems.
• Hands-on experience with DevOps processes and tools (e.g., Git, Copado) for efficient, scalable deployments.
• Excellent communication and stakeholder management skills in fast-paced, high-growth environments.

Preferred Qualifications

• Experience at a high-volume SaaS company focusing on post-sale lifecycle optimization.
• Experience in deploying or piloting use cases leveraging Generative AI for improved support or Agentic AI for automated reconciliation within the CX domain.
• Knowledge of ERP/Finance systems (NetSuite) and revenue accounting workflows related to professional services.
• Relevant Salesforce Certifications, such as Service Cloud Consultant, and Experience Cloud Consultant, System or Application Architect

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.

The base salary range for this role is $180,000 - $210,000. When determining your salary, we consider your experience, skills, education, and work location.

Our total compensation package includes unlimited personal time off, an employee stock purchase plan, and a reward system.