Director, Salesforce Cloud & AI Support Solutions

Overview

RealPage 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.


Responsibilities

Salesforce Platform Leadership

• 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.

AI, Automation & Conversational Agents

• 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.

Human-in-the-Loop Governance

• 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.

Release & Delivery Governance

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

Customer Success & Support Programs

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

Architecture & Strategic Initiatives

• 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.

Voice of Customer & Reporting

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

Enterprise Integrations & Data Governance

• 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.

Security, Access & Compliance

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

Vendor & Partner Management

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

Engineering Operational Excellence

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

People Leadership

• 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.

Qualifications

• 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 experience, including leading managers, architects, engineers, analysts, or cross-functional delivery teams.
• Proven experience leading Salesforce strategy, architecture, roadmap planning, release governance, and production operations.
• Strong understanding of Salesforce architecture, data models, security models, permissions, environment strategy, release management, and integration patterns.
• Experience supporting customer-facing functions such as Support, Customer Success, Customer Engagement, Operations, or Product.
• Experience delivering AI, automation, virtual agent, chatbot, voice bot, contact center, self-service, or case deflection capabilities.
• Demonstrated success managing Agile planning, UAT governance, release readiness, and cross-team dependencies.
• Experience leading Salesforce integrations with enterprise SaaS platforms, APIs, identity models, and data governance.
• Strong executive communication, stakeholder management, vendor management, and operational risk management skills.
• Preferred Qualifications
• Salesforce certifications such as Administrator, Platform App Builder, Platform Developer, Application Architect, System Architect, or related credentials.
• Experience with Service Cloud, Experience Cloud, Omni-Channel, Digital Engagement, Salesforce automation, AI-enabled support tools, or contact center integrations.
• Experience with AI governance, prompt management, agent monitoring, human-in-the-loop review, or responsible AI operating practices.
• Experience with Apex, Lightning Web Components, CI/CD, automated testing, DevOps tooling, and multi-environment deployment pipelines.
• Experience with NPS, CSAT, Voice of Customer programs, executive dashboards, and closed-loop feedback processes.
• Experience in SaaS, property management technology, customer operations, or enterprise software environments.
• Success Measures
• The Director will be measured by the ability to:
• Improve Salesforce platform scalability, reliability, delivery quality, and business alignment.
• Increase support efficiency through AI-driven deflection, triage, self-service, and guided resolution.
• Establish durable governance for production AI agents and Salesforce release operations.
• Deliver high-impact Customer Success and Support platform enhancements across multiple releases.
• Strengthen data integrity, access governance, integration quality, and compliance readiness.
• Build and retain a high-performing Salesforce platform organization.
• Translate customer and stakeholder feedback into measurable platform improvements. #LI-JL1 #LI-REMOTE

SALARY AND BENEFITS

• RealPage provides a competitive salary package along with a comprehensive benefit plan that includes:
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

Compensation may vary depending on your location, qualifications including job-related education, training, experience, licensure, and certification, that could result at a level outside of these ranges. Certain roles are eligible for additional rewards, including annual bonus, and sales incentives depending on the terms of the applicable plan and role as well as individual performance.

Equal Opportunity Employer: RealPage Company is an equal opportunity employer and committed to creating an inclusive environment for all employees.

Pay Range

USD $121,000.00 - USD $206,000.00 /Yr.