Senior Manager Software Engineering, DET Public Sector

Salesforce•Burlington, MA

About The Position

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Salesforce Digital Enterprise Technology (DET) is looking for a strategic and result-driven Senior Manager to lead the vision, development, and ongoing success of our externally facing Customer Success portal for the Public Sector. You'll own the product roadmap, lead a cross-functional team of engineers and designers, and serve as the primary advocate for delivering exceptional self-service support experiences to our customers. You'll play a key role in shaping the digital experience our Public Sector customers interact with every day. To be successful at this position you must be a people-first leader who mentors and grows their team and communicates with clarity and confidence to executive stakeholders. You are able to blend strategic vision with hands-on execution. You can define a compelling product roadmap while also rolling up your sleeves to drive results across a cross-functional team of engineers, designers, and product managers. You are also a natural collaborator who builds strong partnerships across Architecture, Product, Support, and business stakeholders. You lead with data, owning key metric collection like case deflection, CSAT, and time-to-resolution. Must be a U.S. Citizen operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Due to the citizenship requirement for this role, which supports U.S. federal, state, and/or local government customers, citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver’s License, Global Entry Card, U.S. Government CAC/PIV.

Requirements

8+ years of experience in digital support, customer experience, or support portal product management
4+ years of people management experience leading technical and/or cross-functional teams
Deep understanding of customer support portal platforms (e.g., Salesforce Experience Cloud, Service Cloud, Zendesk)
Strong grasp of case management, knowledge base management, and self-service support strategies
Experience owning product roadmaps and working in Agile/Scrum environments
Proven track record of automating and improving support metrics solutions — case deflection, CSAT, first contact resolution (FCR), and time-to-resolution
Proven ability to manage overall business initiative or several components of a large, complex project with direct experience in Agile and Scrum
Ability to engage with self awareness as required to avoid conflicts with customers based on personality differences and to make suggestions in a manner that is more likely to result in a desired outcome
Good project management skills with ability to juggle multiple projects/tasks across various user groups
Basic understanding of Salesforce technologies
Must be a self-starter, willing to learn new technologies (Mulesoft, Heroku) and a Salesforce trailblazer who thrives on working in a fast-paced environment
Strong team player with service-oriented attitude and customer focus
Knowledge of Data Privacy, FedRAMP / CMMC or similar regulations, highly desirable
Understanding of customer analytics tools (e.g., Google Analytics, Amplitude)
Salesforce Service Cloud or Experience Cloud Consultant certification
Platform Developer II certification
Salesforce Basic Administrator certification
Must be a U.S. Citizen operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan.

Nice To Haves

Background in SaaS, B2B, or enterprise customer support operations
Experience scaling a support portal across a growing or enterprise customer base
Familiarity with support analytics and knowledge tools (e.g., Coveo, Salesforce Knowledge, Zendesk Guide)
Familiarity with Salesforce CMS, Knowledge, and Case Management for self-service use cases

Responsibilities

Define and drive the support portal strategy and roadmap in alignment with business and customer success goals
Lead, mentor, and grow a team of portal engineers
Partner closely with Product, Customer Support, Success, and Security to deliver a seamless FedRAMP compliant customer success experience
Own portal KPIs — case deflection rates, time-to-resolution, self-service adoption, customer satisfaction (CSAT/NPS), and uptime
Oversee portal architecture decisions, platform upgrades, and integrations with ticketing and CRM systems (e.g., Salesforce Service Cloud)
Establish and enforce best practices for security, accessibility (WCAG 2.1), and data privacy (GDPR, CCPA)
Manage vendor relationships and contract negotiations for support portal tooling and services
Implement solutions that would drive customer adoption of self-service support
Collaborate with the Knowledge Management team to ensure content is accurate, searchable, and up to date
Present portal performance and strategic initiatives to executive stakeholders
Manage team budget, headcount planning, performance management and resource allocation