Senior Manager, Salesforce Engineering, Customer Experience bei ZoomInfo Technologies LLC
ZoomInfo Technologies LLC · Waltham, Vereinigte Staaten Von Amerika · Onsite
- Senior
- Optionales Büro in Waltham
ZoomInfo is where careers accelerate. We move fast, think boldly, and empower you to do the best work of your life. You’ll be surrounded by teammates who care deeply, challenge each other, and celebrate wins. With tools that amplify your impact and a culture that backs your ambition, you won’t just contribute. You’ll make things happen–fast.
With rapid growth and an expanding customer base, our internal systems need to be just as scalable and agile as the product we deliver.
Salesforce sits at the core of our GTM and customer lifecycle strategy. We’re looking for a Senior Manager of Salesforce Engineering to lead the strategy, development, and scaling of the systems that power our post sales Customer experience . You’ll own the engineering roadmap for Salesforce Service Cloud and Gainsight, ensuring our teams have the tools and insights they need to deliver exceptional outcomes for every customer.
What You’ll Do:
Lead Salesforce Engineering supporting Customer support, Customer onboarding and customer success
- Own the end-to-end architecture and development of platforms that power our post-sale experience, including Salesforce Service Cloud and Gainsight.
- Drive improvements in case management, ticket routing, escalation processes, customer onboarding, and proactive health monitoring.
- Build scalable, secure integrations between Salesforce, Gainsight, and the broader SaaS ecosystem using APIs and integration tools.
- Experience integrating AI-powered chatbots, voice bots, and digital assistants into customer service and onboarding channels
- Build and lead a high-performing team of engineers and admins focused on Salesforce development, integration, and operations.
- Ensure our Salesforce service cloud is scalable, performant, and aligned to business goals across Customer support, Onboarding and success.
- Lead a team of engineers and administrators focused on support and success technology.
- Implement engineering best practices including code quality standards, agile planning, and DevOps/CI-CD workflows. Champion and manage DevOps for Salesforce using Copado, including version control, automated testing, release management, and environment strategy.
- Foster a high-performance, inclusive team culture centered on collaboration, innovation, and continuous learning.
- Oversee the integration of Salesforce service cloud with internal systems and external platforms via Boomi (or equivalent middleware/iPaaS), ensuring smooth data flows and reliable business processes.
Strategic Partnership & Execution
- Work cross-functionally with RevOps, Post Sales Business teams, Product, and IT leaders to understand requirements and translate them into scalable technical solutions.
- Collaborate with the data team to enable reporting, analytics, and data governance across Salesforce and connected systems.
Drive Engineering Culture
- Foster a collaborative, high-ownership team culture grounded in continuous improvement, innovation, and learning.
- Mentor and coach team members on Salesforce best practices, architecture, and leadership development.
- Identify and address gaps in skills, process, or tooling to accelerate team impact.
What You Bring:
- 10 + years of experience in salesforce engineering, with 5+ years of hands-on leadership in Salesforce service cloud development and operations.
- Deep understanding of Salesforce architecture and custom development (Apex, LWC, SOQL, Flows).
- Proven experience implementing and managing Copado or other Salesforce DevOps tools for version control, CI/CD, and release pipelines.
- Leverage AI/ML to drive innovation across customer support, onboarding, and success systems, improving automation, ticket resolution, and customer satisfaction.
- Lead the integration and adoption of AI-powered platforms (e.g., chatbots, smart routing, sentiment analysis) to enhance operational efficiency and customer experience.
- Strong experience with Boomi or similar integration platforms (Mulesoft, Workato, etc.), including integration design, monitoring, and error handling.
- Track record of leading Salesforce implementations and supporting GTM functions in a fast-paced SaaS environment.
- Solid grasp of data architecture, governance, and compliance (GDPR, SOX, etc.).
- Strong communication and stakeholder management skills; ability to align technical solutions with strategic business objectives.
- Salesforce certifications (e.g., Service Cloud Consultant, Experience cloud consultant ).
Nice to Have:
- Familiarity with customer success KPIs such as NPS, churn risk, adoption metrics, and expansion forecasting.
- Experience supporting knowledge bases, self-service portals, in-app chat, or AI-powered support tooling.
- Background in post-merger org consolidation or multi-cloud Salesforce environments.
Understanding of product-led growth strategies and usage-based billing models.
Actual compensation offered will be based on factors such as the candidate’s work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process. We want our employees and their families to thrive.
In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about ZoomInfo benefits here.
About us:
ZoomInfo (NASDAQ: GTM) is the Go-To-Market Intelligence Platform that empowers businesses to grow faster with AI-ready insights, trusted data, and advanced automation. Its solutions provide more than 35,000 companies worldwide with a complete view of their customers, making every seller their best seller.
ZoomInfo may use a software-based assessment as part of the recruitment process. More information about this tool, including the results of the most recent bias audit, is available here.
ZoomInfo is proud to be an equal opportunity employer, hiring based on qualifications, merit, and business needs, and does not discriminate based on protected status. We welcome all applicants and are committed to providing equal employment opportunities regardless of sex, race, age, color, national origin, sexual orientation, gender identity, marital status, disability status, religion, protected military or veteran status, medical condition, or any other characteristic protected by applicable law. We also consider qualified candidates with criminal histories in accordance with legal requirements.
For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. ZoomInfo does not administer lie detector tests to applicants in any location.
