Delivery Lead - Account Success Technology & Agentforce Solutions

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

We are seeking a passionate and dynamic Delivery Lead to join our high-performing and innovative team focused on providing Salesforce platform and Agentforce solutions for our Account Success teams. This role is pivotal in driving digital transformation within our organization, leveraging the power of personal agents and autonomous agents to build out a digital workforce. 

As a Delivery Lead, you will play a crucial role in transforming our internal use of the Salesforce platform, ensuring that our solutions drive productivity gains, time savings, and knowledge up-skilling for our Account Success teams. Additionally, you will act as the bridge between product and technology, ensuring seamless communication and collaboration between product owners, technology teams, and scrum teams. 

You will help transform how our teams leverage the Salesforce platform, optimizing its usage to meet our evolving business needs. This is an exciting opportunity to be a change agent, deeply caring for the users we serve, and making a significant impact on our business.

Roles and Responsibilities:

• Gain a deep understanding of the business goals and strategy from the Product Owners, focusing on how Agentforce features and new agents drive productivity gains, time savings, and knowledge up-skilling for Account Success.

• Translate high-level business objectives into actionable plans and deliverables.

• Ensure alignment of delivery plans with the broader business strategy and objectives.

Technical Leadership:

• Provide expert guidance to solution architects and developers on decisions that significantly impact product functionality, maintenance, and support.

• Lead the team in conducting proof of concepts and experiments on current and upcoming product features.

• Proactively identify and remove issues and blockers that impede the team's progress.

• Navigate through the approvals and "red tape" of Salesforce to ensure smooth project execution.

• Partner with Product Owners to ensure a clear and mutual understanding of the roadmap and deliverables.

• Foster a culture of innovation and continuous improvement within the team.

Delivery Planning and Operational Management:

• Develop and manage detailed roadmap items, epics, sprints, user stories, and other related items in GUS.

• Plan product feature releases in alignment with BT release cycles.

• Actively participate in the BT monthly OrgCS release process.

• Oversee and manage the work performed by contractors and/or BT scrum teams.

• Communicate project status, risks, and opportunities to stakeholders in a clear and timely manner.

• Efficiently manage delivery timelines and resources, ensuring optimal utilization of contractors and/or BT scrum teams.

• Implement best practices in project management to ensure high-quality delivery.

Technical Competence:

• Maintain a thorough understanding of the current capabilities, features, and roadmap of both Agentforce Assistant and Autonomous agents.

• Stay informed about the capabilities, features, and roadmap of Data Cloud and its integration with Agentforce.

• Continuously update technical knowledge to keep pace with evolving technologies and industry best practices.

• Ensure the technical integrity and quality of all deliverables.

Organizational Alignment:

• Build and nurture strong relationships with various in