CRM Platforms & Salesforce Delivery Manager

Job Description

The Manager, CRM Platforms & Salesforce Delivery will lead CRM platform implementation, operations, DevOps, and team development while ensuring Salesforce and related CRM solutions align with Agilent's commercial strategy and business priorities.

• Lead, coach, and develop a team of CRM developers, administrators, analysts, and support resources.
• Manage Salesforce implementation, enhancement, support, and DevOps delivery across Sales, Service, Marketing, Partner, and Customer Experience processes.
• Partner with business stakeholders to translate GTM and CRM priorities into scalable Salesforce solutions and delivery roadmaps.
• Oversee project planning, resource prioritization, risk management, delivery tracking, and executive stakeholder communication.
• Provide hands-on technical guidance for Salesforce configuration, development, integration, data model design, security, automation, and release management.
• Ensure solutions follow Salesforce best practices, enterprise architecture standards, security requirements, and Agilent IT governance.
• Manage Salesforce DevOps practices, including source control, CI/CD, environment strategy, testing, deployment governance, and production readiness.
• Drive continuous improvement in platform stability, delivery quality, backlog management, incident resolution, documentation, and support processes.
• Evaluate Salesforce platform innovations, including AI capabilities, and contribute to CRM roadmap planning that supports commercial growth and user productivity.
• Build strong relationships with business leaders, product owners, architects, vendors, and global delivery partners.

Qualifications:

• Bachelor's degree in Information Systems, Computer Science, Engineering, Business Technology, or related field; advanced degree preferred.
• 10+ years of enterprise application delivery experience, including 6+ years in Salesforce implementation, development, administration, integration, and production support.
• 4+ years of people management experience, including coaching, performance development, resource planning, and leading teams with mixed skill levels.
• Strong hands-on Salesforce expertise across Sales Cloud, Service Cloud, Experience Cloud/PRM, Data Cloud, Marketing integrations, Apex, Lightning Web Components, Flow, SOQL/SOSL, security, sharing, data model, and automation.
• Strong understanding of GTM and CRM business processes, including lead, account, contact, opportunity, quoting, forecasting, partner/channel sales, service operations, campaigns, and customer lifecycle management.
• Experience managing Salesforce DevOps practices, including Git-based source control, Gearset, Salesforce DX, CI/CD, environment strategy, automated testing, release governance, and production change control.
• Knowledge of Salesforce AI capabilities such as Einstein, predictive insights, automation, agent-assisted workflows, and data-driven recommendations to improve sales productivity, customer engagement, pipeline growth, and business decision-making.
• Demonstrated project management experience in Agile or hybrid delivery models, including planning, estimation, dependency management, risk management, stakeholder reporting, and delivery governance.
• Experience integrating Salesforce with ERP, middleware, data platforms, marketing platforms, identity platforms, and other enterprise systems.
• Strong communication, business relationship management, vendor management, and stakeholder influence skills in a global matrixed environment.
• Ability to guide technical design, make sound trade-off decisions, and deliver scalable, secure, maintainable, and supportable Salesforce solutions.
• Salesforce certifications such as Administrator, Platform Developer II, Sales Cloud Consultant, Service Cloud Consultant, Platform App Builder, or Application/System Architect are preferred.