5+ years of Salesforce experience, including 2 years as a platform owner or lead admin
Deep experience with Service Cloud; Field Service and Automotive Cloud preferred
Hands-on knowledge of Agentforce, generative AI, and Data Cloud
Experience in the automotive industry, particularly OEM-dealer relationships
Strong business analysis skills, including requirements gathering and process mapping
Comfortable in Agile and hybrid delivery models
Bachelor's degree in business, IT, computer science, engineering, or related field
Responsibilities
Oversee the Salesforce platform, ensuring technical integrity and governance
Review solution designs and user stories for scalability and efficiency
Identify and mitigate over-customization and technical debt
Lead discovery sessions with dealer operations and customer service teams
Manage the implementation partner, ensuring adherence to timelines and quality standards
Own and prioritize the product backlog based on business value
Measure and report on platform adoption and ROI to leadership
Benefits
Hybrid work model (4 days onsite)
Opportunity for hands-on administration and configuration
Engagement with cutting-edge AI technology
Involvement in strategic platform roadmap tied to business goals
Collaboration with Ford Salesforce account team and specialist resources
Focus on change management and user enablement
Full Job Description
Position Description: This person is the internal owner of the Salesforce platform. The role combines a business analyst, a Salesforce administrator and a Salesforce-style Customer Success Manager. They connect OEM business teams, OEM IT, the implementation partner and Salesforce.
The job has three parts:
Understand the technical setup well enough to check what the partner builds
Keep delivery on track
Make sure the platform delivers measurable value for dealer and customer service operations
The role needs working knowledge of each of these products:
Automotive Cloud - Sales and Service (Agentforce 1 Edition): vehicle and asset data model, dealer and fleet relationships, service operations
Service Cloud: case management, Omni-Channel routing, entitlements and service agreements, knowledge, Digital Engagement (SMS short and long codes), Visual Remote Assistant
Field Service+ (including the Contractor+ licenses): work orders, scheduling, mobile technicians
Experience Cloud / Revenue Cloud and Loyalty are a plus
Agentforce and AI: Agentforce agents, Prompt Builder, Flex Credits consumption, the Einstein Trust Layer, and how agent actions are designed
Data Cloud: data streams, identity resolution, segments, Data Services Credits
Marketing Cloud: Engagement+, Personalization+, Intelligence and Distributed Marketing
MuleSoft Anypoint Platform (Titanium): how integrations are built, API governance, and system-to-system patterns
CPQ Plus, Document Generation and Collections & Financial Recovery
Platform and security: Shield, Platform Encryption, Data Mask, Backup & Recover, Salesforce Connect, Experience Cloud (customer and partner communities), Slack and Microsoft Teams integrations
DevOps: sandbox strategy (Full Copy and Developer Pro) and Copado-based release management
Understand the full Salesforce architecture: data model, Flow and Apex automation, MuleSoft integrations, security model and environments
Review solution designs, user stories and release plans to make sure they are sound, scalable and use built-in features first
Spot over-customization, technical debt and places where existing licensed products are going unused
Join Architecture Design Reviews and turn the recommendations into action Agentforce & AI Leadership
Find, rank and confirm Agentforce use cases for dealer support, customer service and field service, such as case classification, agent assist and self-service
Watch Flex Credit consumption and forecast it, and make sure AI use cases come with clear ROI
Set up governance for responsible AI: testing, guardrails, ways to review agent conversations, and human handoff
Stay current on Salesforce's three releases a year, especially Agentforce, Data Cloud and Service features Implementation Partner Management
Be FCSD's main counterpart to the system integrator, owning scope, priorities and acceptance of delivered work
Hold the partner to timelines, budget and SDLC rigor: Agile sprint cadence, testing, code review and release discipline
Catch scope creep, delivery risk and quality problems early, and escalate through the right Ford and Salesforce channels
Check that delivered work meets acceptance criteria before sign-off Business Analysis
Lead discovery with dealer operations, warranty, parts, and customer service teams
Map current and future service processes and turn them into user stories with acceptance criteria
Own and rank the product backlog based on business value
5+ years of Salesforce experience, including at least 2 years as a platform owner, product owner, lead admin or CSM/Technical Account Manager Salesforce Administrator
Deep Service Cloud experience. Field Service and Automotive Cloud experience are strongly preferred.
Hands-on experience or a strong working understanding of Agentforce, generative AI and Data Cloud
Automotive industry experience: OEM-dealer relationships, aftersales service, warranty, parts, connected vehicles, and fleet and commercial customers
A track record of holding a third-party implementation partner accountable on large, multi-cloud programs
Strong business analysis skills: requirements, process mapping and user stories
Comfortable in Agile and hybrid delivery models
Clear communicator with executives, IT and technical teams
Experience Preferred:
Service Cloud Consultant
Agentforce Specialist
Data Cloud Consultant
Platform App Builder
Business Analyst or Strategy Designer
Nice to have: Field Service Consultant, Advanced Administrator, MuleSoft Integration Associate
Education Required: Bachelor's degree in business, information technology, computer science, engineering, or a related field, or equivalent practical experience
Additional Information:
Hybrid role (4 days a week onsite) Hands-On Administration
Configure users, permission sets, objects and fields, page layouts, reports and dashboards, and simple Flows
Maintain data quality and governance across vehicle, customer and dealer data Success, Adoption & Value (CSM-style)
Own a platform roadmap tied to FCSD business goals and KPIs, such as case resolution time, first-contact resolution, dealer satisfaction and cost to serve
Measure and report adoption, value delivered and ROI to FCSD leadership
Work as the main contact with the Ford Salesforce account team and Signature Success: Success Plans, engagements, Architecture Design Reviews, and specialist resources
Lead change management, enablement and communication for end users and dealers
Use of AI Technology: Unless expressly authorized in the interview/skill set validation instructions, candidates may not use AI tools or other third-party assistance during an interview or assessment to generate or provide substantive answers to interview questions. Candidates should answer organically in their own words, drawing on their own knowledge, skills, and experience. Failure to adhere to these expectations may result in the candidate being removed from consideration.
