IT Manager – Front Office Business Applications

Forescout Technologies Inc.

40d • Remote

About The Position

We are seeking an innovative and business-focused IT Manager, Front-Office Business Applications to lead the strategy, delivery, support, and modernization of Forescout's customer-facing business applications ecosystem. This leader will be responsible for driving digital transformation initiatives across Sales, Marketing, Customer Success, Channel Operations, and Support organizations while accelerating adoption of AI-powered business capabilities and agentic workflows. This leadership role within the Global Business Applications organization is responsible for managing and directing the development, implementation, support, and continuous improvement of scalable front-office business applications. The role combines business strategy, enterprise architecture, application delivery, AI innovation, and people leadership. The successful candidate will possess deep expertise in Salesforce ecosystems, AI platforms, Agentforce, generative AI technologies, business process automation, and modern customer engagement platforms. The IT Manager will partner closely with business executives, IT leadership, enterprise architecture, cybersecurity, and external vendors to deliver transformative solutions that improve customer experience, operational efficiency, revenue growth, and data-driven decision making.

Requirements

• Bachelor’s degree in computer science, Information Systems, Engineering, or related field.
• 15+ years of experience leading enterprise business applications teams.
• 5+ years managing Salesforce platforms and customer-facing business systems.
• 5+ years leading global teams and complex enterprise programs.
• Proven experience delivering large-scale digital transformation initiatives.
• Strong knowledge of CRM, Customer Success, Marketing Automation, and Revenue Operations processes.
• Experience managing enterprise SaaS platforms and integrations.
• Gifted at working with all levels of business: C-level executives, Senior Business Leaders, Third-party solution partners, and FTC / FTE project resources alike.
• Deep understanding of business processes like Lead to Order, Customer Service Process, Procure to Pay process, Record to Report, Hire to Retire etc.
• Compelling experience managing complex enterprise initiatives with strong business process familiarity in Sales, Marketing, professional services, deal desk.
• Strong financial management and vendor management experience.
• Deep Understanding of AI Technologies
• Practical experience implementing Generative AI and agentic AI solutions.
• Experience with Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), prompt engineering, AI orchestration, and conversational AI.
• Understanding of AI governance, model evaluation, security, compliance, and responsible AI practices.
• Experience measuring AI adoption, business value, and operational impact.
• Hands-on experience designing, deploying, and managing Salesforce Agentforce solutions.
• Experience building autonomous and assisted agents supporting sales, customer service, and business operations use cases.
• Knowledge of Agentforce architecture, topics, skills, guardrails, testing, monitoring, and analytics.
• Experience integrating Agentforce with Salesforce Data Cloud, Service Cloud, Sales Cloud, Knowledge, and external systems.
• Ability to define and execute an enterprise AI roadmap leveraging Agentforce and related AI technologies.
• Strong organizational, multi-tasking, and interpersonal skills.
• Superior verbal, written, and presentation skills.

Nice To Haves

• Salesforce certifications (Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Application Architect, or System Architect).
• Salesforce Agentforce certifications or hands-on implementation experience.
• AI-related certifications from Salesforce, Microsoft, OpenAI, AWS, Google Cloud, or equivalent.
• Experience with enterprise data platforms, analytics, and AI governance frameworks.
• Understanding of cybersecurity and SaaS business models.

Responsibilities

• Lead the strategy, roadmap, implementation, and support of front-office business applications including: Salesforce Sales Cloud, Service Cloud, Experience Cloud, Marketing Automation platforms, Customer Success platforms, Revenue and Sales Operations tools, Partner and Channel Management solutions.
• Own application lifecycle management, architecture governance, and platform optimization.
• Develop multi-year technology roadmaps aligned with business objectives and enterprise architecture standards.
• Drive application rationalization, modernization, and cost optimization initiatives.
• Define and execute Forescout's Front-Office AI strategy.
• Lead deployment and adoption of AI-powered solutions across Sales, Marketing, Customer Success, Support, and Operations.
• Design and implement AI-driven business processes utilizing: Salesforce Agentforce, Einstein AI, Microsoft Copilot, Generative AI platforms, Intelligent automation technologies.
• Identify opportunities to improve productivity through AI agents, digital assistants, workflow automation, and predictive analytics.
• Establish governance, security, compliance, and responsible AI frameworks.
• Evaluate emerging AI technologies and recommend innovative solutions that deliver measurable business value.
• Serve as the internal subject matter expert for Salesforce Agentforce.
• Design, implement, and manage intelligent agents supporting: Customer self-service, Case resolution, Lead qualification, Opportunity management, Knowledge management, Partner enablement, Sales productivity.
• Partner with business stakeholders to identify and prioritize Agentforce use cases.
• Define KPIs and ROI measurements for agentic AI solutions.
• Collaborate with Salesforce and strategic partners on AI innovation initiatives.
• Partner with Sales, Marketing, Customer Success, Support, Finance, and Executive Leadership teams.
• Translate business requirements into scalable technology solutions.
• Influence digital transformation initiatives and business process redesign efforts.
• Drive stakeholder engagement and change management activities.
• Build, develop, and mentor a high-performing global team of: Salesforce Administrators, Business Analysts, Developers, Architects, System Analysts, Managed Service Providers.
• Foster a culture of innovation, accountability, continuous improvement, and customer focus.
• Establish metrics and performance standards for application delivery and support.
• Manage operating and project budgets.
• Lead strategic vendor evaluations, contract negotiations, and performance reviews.
• Ensure delivery excellence across implementation partners and managed service providers.
• Develop business cases and ROI models for strategic investments.
• Establish application governance, SDLC, release management, and change management processes.
• Ensure compliance with security, privacy, and regulatory requirements.
• Drive service excellence through SLA and KPI management.
• Support business continuity and disaster recovery planning.

Benefits

• Competitive compensation and benefits, including coverage of 85% of employee and dependent health care premiums, 100% company-paid employee life and disability insurance premiums, a 401(k) match, generous flexible time off for U.S. employees, voluntary life, accident, and critical illness insurance options, employee assistance program, maternity and parental bonding leave, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager