Sr Manager Software Development - Salesforce Service Cloud

As the Senior Manager and Delivery Leader for the Customer Experience (CX) Systems Portfolio you will serve as a strategic innovative and hands-on leader focused on driving delivery excellence for our post-sale systems. You will lead the strategy development and scaling of the platforms that power our Customer Support Customer Success and Professional Services teams.

This role is paramount to stabilizing our Salesforce Service Cloud environment while leading the critical implementation of Certinia PSA and Certinia Customer Success Cloud. Your mission is to build a technical roadmap that integrates AI solutions and delivery excellence across the entire post-sale lifecycle to enable the company to scale its service objectives.

Your success will hinge on a strong technical background in Salesforce Service Cloud and a deep understanding of the end-to-end post-sales process and tech stack and the leadership ability to drive platform stability and resource efficiency. This role will report directly to the Senior Director GTM Software Development & Operations.

• Own end-to-end delivery of post-sales technology initiatives including major platform migrations new implementations and continuous improvement programs across Salesforce (Service Cloud & Experience Cloud) Certinia PSA and Customer Success Cloud platforms like Totango Gainsight etc.
• Partner closely with Customer Experience Ops team Stakeholders from Customer Support Professional Services and Customer Success to define roadmaps prioritize initiatives and translate business needs into executable delivery plans
• Balance delivery of strategic projects with ownership of continuous improvements support and technical debt reduction
• Modernize and scale the ecosystem by automating manual workflows improving data quality and strengthening platform reliability for the services organization.
• Establish and mature delivery excellence by implementing strong Agile and DevOps practices including CI/CD pipelines (using Copado) automated deployments and rigorous code quality standards.
• Build develop and lead a high-performing and scalable global team of administrators engineers architects and QA personnel focusing on predictability and velocity.
• Mentor and develop team members fostering a culture of ownership accountability and continuous improvement
• Oversee vendor and systems integrator engagements ensuring delivery quality accountability and alignment with internal standards architecture and timelines
• Provide technical guidance on Salesforce architecture data flows API integrations (including Dell Boomi) and overall system design.
• Drive and deliver use cases leveraging Generative AI & Agentic AI for improved support accuracy automated reconciliation and proactive customer health monitoring.
• Ensure compliance with global data protection standards (GDPR SOX) and maintain high data integrity across connected platforms.
• Communicate effectively with senior leadership providing clear visibility into progress risks and long-term modernization plans.

Required Qualifications

• 7+ years of progressive experience in technology and SaaS systems delivery with 5+ years in leadership roles managing technical delivery teams.
• Strong technical expertise in the Customer Experience (CX) domain specifically with Salesforce Service Cloud Experience Cloud and Certinia
• Proven track record in building and scaling high-performing teams and establishing a culture of delivery excellence within an Agile framework.
• Demonstrated experience managing external implementation partners and vendors to ensure high-quality delivery on complex enterprise projects.
• Deep hands-on knowledge of Salesforce architecture and its integration with core components like Certinia (FinancialForce) PSA and Customer Success Cloud.
• Direct experience with Integration Platforms as a Service (iPaaS) such as Dell Boomi for managing complex data flows between CX and core enterprise systems.
• Hands-on experience with DevOps processes and tools (e.g. Git Copado) for efficient scalable deployments.
• Excellent communication and stakeholder management skills in fast-paced high-growth environments.

Preferred Qualifications

• Experience at a high-volume SaaS company focusing on post-sale lifecycle optimization.
• Experience in deploying or piloting use cases leveraging Generative AI for improved support or Agentic AI for automated reconciliation within the CX domain.
• Knowledge of ERP/Finance systems (NetSuite) and revenue accounting workflows related to professional services.
• Relevant Salesforce Certifications such as Service Cloud Consultant and Experience Cloud Consultant System or Application Architect

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Our employees work with the largest cloud providers including AWS Microsoft and Google Cloud and other leading partners worldwide to create strategic alliances.
• The Dynatrace platform uses cutting-edge technologies including our own Davis hypermodal AI to help our customers modernize and automate cloud operations deliver software faster and more securely and enable flawless digital experiences.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.

The base salary range for this role is $180000 - $210000. When determining your salary we consider your experience skills education and work location.

Our total compensation package includes unlimited personal time off an employee stock purchase plan and a reward system.

All your information will be kept confidential according to EEO guidelines.

We offer competitive compensation company-sponsored premium benefits medical dental vacation/holidays company matching 401(k) Plan etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race sex color gender identity religion national origin ancestry citizenship physical abilities age sexual orientation creed disability status veteran status pregnancy genetic status or any other characteristic protected by law. If your disability makes it difficult for you to use this site please contact [email protected]. Dynatrace participates in E-Verify participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law. To be considered for this position please upload your resume/CV.

What We Do

Dynatrace lets customers understand their business like never before so they can see beyond the complexity find and fix problems faster and automate manual tasks with Al — so they can focus on what truly matters: running their business.

Why Work With Us

In a world that runs on software our Al-driven insights cut through the noise allowing you to focus on what truly matters by automating manual tasks and resolving issues with pinpoint accuracy. Our culture fueled by curiosity openness and authenticity drives our pursuit of innovation and excellence in crafting the Dynatrace platform.

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