Associate Director - Salesforce

Associate Director - Salesforce

We are seeking an experienced Salesforce Service Delivery Lead to drive end-to-end delivery, governance, and operational excellence for the Fluence Salesforce ecosystem, with a strong focus on Salesforce CPQ, Sales Cloud, Service Cloud, and CRM operations. This role will serve as the primary point of contact for client stakeholders, ensuring seamless service delivery, platform stability, business value realization, SLA compliance, and continuous improvements across Salesforce applications. The ideal candidate will bring a strong blend of Salesforce delivery leadership, stakeholder management, service management, and operational excellence.

Who You Are:

• 10+ years of experience in IT, with at least 5+ years in Salesforce Service Delivery, Application Management, or Account Leadership roles.
• 5+ years of experience leading enterprise-level Salesforce engagements and managed services programs.
• Strong hands-on understanding of the Salesforce platform, including Sales Cloud, Service Cloud, Salesforce CPQ, Experience Cloud, and related ecosystem products.
• Experience managing Salesforce support, enhancements, releases, and platform governance activities.
• Proven ability to engage with business stakeholders, executive leadership, product owners, and technical teams.
• Strong understanding of Salesforce architecture, integrations, security model, and data management best practices.
• Expertise in SLA/KPI management, incident management, problem management, change management, and release governance.
• Experience leading global delivery teams across administrators, developers, business analysts, architects, and QA resources.
• Strong knowledge of Agile delivery methodologies and Salesforce release management processes.
• Excellent communication, presentation, stakeholder management, and executive reporting skills.
• Familiarity with ITIL frameworks and service management best practices.
• Ability to identify automation opportunities, optimize business processes, and drive platform adoption.
• Bachelor's degree in Computer Science, Information Technology, or a related field.

What You'll Do:

• Serve as the primary Service Delivery Lead for the Fluence Salesforce CPQ/CRM landscape.
• Own end-to-end Salesforce managed services delivery, ensuring adherence to SLAs, KPIs, governance standards, and customer expectations.
• Lead Salesforce production support, enhancement requests, release planning, deployment coordination, and platform upgrades.
• Act as the primary escalation point for Salesforce-related operational, technical, and business-critical issues.
• Partner closely with business stakeholders to understand evolving requirements and translate them into delivery roadmaps.
• Drive governance meetings, service reviews, executive steering committees, and operational reviews.
• Oversee Salesforce incident, problem, change, and release management processes to ensure platform stability and business continuity.
• Collaborate with Salesforce architects, administrators, developers, and business analysts to deliver high-quality solutions.
• Establish and track service performance metrics, customer satisfaction scores, backlog health, and delivery excellence KPIs.
• Drive continuous improvement initiatives focused on Salesforce optimization, automation, adoption, and operational efficiency.
• Identify risks, dependencies, and technical challenges while proactively developing mitigation plans.
• Support resource planning, team development, succession planning, and capability-building initiatives.
• Prepare executive dashboards, status reports, and performance reviews for client and leadership teams.
• Ensure alignment between Salesforce platform strategy and business objectives.

Preferred Qualifications

• Salesforce Administrator Certification.
• Salesforce Advanced Administrator Certification.
• Salesforce Service Cloud Consultant Certification.
• Salesforce Sales Cloud Consultant Certification.
• Salesforce CPQ Specialist Certification.
• ITIL Foundation or Advanced Certification.
• Experience supporting large-scale Salesforce environments with global user bases.
• Experience in Energy, Utilities, Renewable Energy, Manufacturing, or Industrial domains.
• Experience managing Salesforce implementation, AMS, and transformation programs.