Director of Salesforce Engineering, Customer Experience and Platform Operations

Who you are

You have a strong background in software engineering with a focus on Salesforce technologies — your experience includes leading teams and driving the development of scalable systems that enhance customer experiences. You understand the importance of integrating various platforms to create a seamless workflow for customer support and success teams.

With a proven track record of managing engineering roadmaps, you excel at aligning technical strategies with business goals — your leadership style fosters collaboration and innovation among team members, ensuring that everyone is empowered to contribute to the success of the organization.

You possess deep knowledge of Salesforce Service Cloud and Gainsight, having successfully implemented solutions that improve case management and customer onboarding processes — your analytical mindset allows you to identify areas for improvement and drive initiatives that enhance operational efficiency.

Your ability to communicate effectively with cross-functional teams is one of your key strengths — you can translate complex technical concepts into actionable insights for stakeholders, ensuring that all parties are aligned on project objectives and outcomes.

You are passionate about building a future-ready Salesforce ecosystem — your commitment to security and optimization ensures that the systems you oversee are robust and capable of supporting the company's growth.

Desirable

Experience with additional CRM platforms or customer success tools would be a plus — familiarity with industry best practices in customer experience management can further enhance your contributions to the team.

What you'll do

In this role, you will lead the Salesforce Engineering and Platform Operations teams, owning the end-to-end architecture and development of platforms that power the post-sale experience — your leadership will guide the team in building scalable, secure integrations between Salesforce, Gainsight, and other critical systems.

You will drive improvements in case management, ticket routing, and escalation processes, ensuring that customer support teams have the tools they need to deliver exceptional service — your focus on proactive health monitoring will help identify potential issues before they impact customers.

As you oversee the engineering roadmap for Salesforce Service Cloud, you will collaborate closely with product managers and other stakeholders to align technical initiatives with business objectives — your strategic vision will help shape the future of customer experience at ZoomInfo.

You will also be responsible for optimizing the Salesforce ecosystem, ensuring it is tightly integrated with the rest of the tech stack — your expertise will be crucial in maintaining a secure and efficient environment that supports the company's rapid growth.

What we offer

At ZoomInfo, you will be part of a dynamic team that values innovation and collaboration — we provide the tools and resources you need to excel in your role and make a significant impact on our customer experience initiatives. Our culture encourages you to think boldly and challenge the status quo, ensuring that you can contribute to meaningful projects that drive the company's success.

We offer competitive compensation and benefits, along with opportunities for professional growth and development — your contributions will be recognized and celebrated as we work together to achieve our goals.