Senior Manager Software Engineering, DET Public Sector
Core
Lead the vision, development, and success of Salesforce's externally facing Customer Success portal for Public Sector customers, owning the product roadmap and driving self-service support experiences.
Role type
Senior Manager, Product & Engineering Leadership
Builds
Customer Success portal for Public Sector (FedRAMP compliant)
Domain
Public Sector / Customer Support / SaaS
Deliverable
product features
Required skills
Product roadmap definition, cross-functional team leadership, stakeholder management, KPI ownership (case deflection, CSAT, time-to-resolution), architecture decision making, vendor management, security & compliance strategy, budget management
Preferred skills
SaaS/B2B support operations, scaling support portals, support analytics, Salesforce CMS/Knowledge/Case Management
Technologies
Salesforce Experience Cloud, Service Cloud, Zendesk, Mulesoft, Heroku, Google Analytics, Amplitude, Coveo
Responsibilities
Define and drive support portal strategy and roadmap; Lead, mentor, and grow a team of portal engineers; Partner with Product, Support, and Security to deliver FedRAMP compliant experiences; Own portal KPIs; Oversee portal architecture decisions and integrations; Establish best practices for security, accessibility, and data privacy; Manage vendor relationships; Implement solutions to drive self-service adoption; Present performance to executives; Manage team budget and resource allocation
Seniority
Senior, hands-on IC with people management
