Sr Engineering Manager, Salesforce Service Cloud (Remote, Michigan)

Dynatrace is a leader in unified observability and security, seeking a Senior Manager and Delivery Leader for the Customer Experience Systems Portfolio. The role focuses on driving delivery excellence for post-sale systems, leading the strategy and development of platforms that support Customer Support, Customer Success, and Professional Services teams.

Responsibilities:

• 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

Requirements:

• 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
• 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