Director, Salesforce Cloud & AI Support Solutions

Director, Salesforce Cloud & AI Support Solutions

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.

Pay Range

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