Director, Salesforce Cloud & AI Solutions

Overview

Real Page is seeking a Director, Salesforce Cloud & AI Support Solutions to lead the strategy, delivery, governance, and operational excellence of Salesforce capabilities supporting Customer Support, Customer Success, and related business functions.

This leader will oversee a multi-disciplinary Salesforce organization across engineering, business systems analysis, solution architecture, and pod leadership. The role is responsible for platform architecture, AI-powered support automation, enterprise integrations, release governance, data quality, security, vendor management, and people leadership.

The ideal candidate is a strategic technology leader with deep Salesforce expertise, strong operational discipline, and experience delivering complex enterprise programs across business, product, engineering, security, and vendor teams.

• Lead the Salesforce platform organization across engineering, business analysis, architecture, and pod leadership.
• Define platform strategy, operating model, roadmap, delivery standards, and long-term scalability across multiple lines of business and Salesforce environments.

• Own the roadmap for AI‑powered support and self‑service capabilities, including voice bots, chat bots, virtual agents, and portal‑based agents.
• Drive solutions focused on case deflection, triage, guided resolution, and improved customer experience.

• Establish and operate governance for production AI agents, including agent design, prompt tuning, intent and deflection strategy, performance monitoring, escalation handling, quality review, and ongoing business ownership.

• Drive quarterly planning, sprint prioritization, release readiness, UAT coordination, dependency management, deployment governance, and cross‑functional roadmap alignment.

• Partner with Customer Success, Support, and Customer Engagement leaders to manage enhancement intake, scoping, prioritization, rollout, adoption, and value tracking across recurring Salesforce releases.

• Architect and deliver enterprise Salesforce solutions, including internal request management, industry‑vertical capabilities, omni‑channel chat unification, Experience Cloud modernization, and large‑scale customer data remediation.

• Lead Salesforce‑based customer feedback programs, including in‑product NPS, ticket‑closure CSAT, executive dashboards, and reporting used to guide platform investment decisions.

• Lead integrations between Salesforce and key SaaS platforms, including customer success, contract lifecycle management, survey, contact center, and related systems. Ensure data integrity, identity alignment, API governance, and cross‑system consistency.

• Govern Salesforce access, licensing, and compliance processes, including quarterly access certifications, IAM and SailPoint workflows, provisioning, role‑based permissions, and license optimization.

• Manage strategic Salesforce ecosystem and SaaS vendor relationships, including roadmap alignment, escalation management, contract review support, partner performance, and quarterly business reviews.

• Establish engineering standards for Salesforce delivery, including multi‑environment deployment discipline, Apex and Lightning Web Component code review, API governance, automated testing, Dev Ops practices, and responsible use of AI‑assisted developer tooling.

• Lead, mentor, and develop a multi‑tier organization of engineering managers, pod leaders, architects, analysts, and senior individual contributors. Foster a culture of technical excellence, accountability, collaboration, and continuous improvement.

• 10+ years of experience in enterprise technology, business systems, platform engineering, CRM delivery, or related functions.
• 7+ years of Salesforce platform experience in complex enterprise environments.
• 5+ years of people leadership…