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 buildsKeep delivery on trackMake sure the platform delivers measurable value for dealer and customer service operationsThe 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 operationsService Cloud: case management, Omni-Channel routing, entitlements and service agreements, knowledge, Digital Engagement (SMS short and long codes), Visual Remote AssistantField Service+ (including the Contractor+ licenses): work orders, scheduling, mobile techniciansExperience Cloud / Revenue Cloud and Loyalty are a plusAgentforce and AI: Agentforce agents, Prompt Builder, Flex Credits consumption, the Einstein Trust Layer, and how agent actions are designedData Cloud: data streams, identity resolution, segments, Data Services CreditsMarketing Cloud: Engagement+, Personalization+, Intelligence and Distributed MarketingMuleSoft Anypoint Platform (Titanium): how integrations are built, API governance, and system-to-system patternsCPQ Plus, Document Generation and Collections & Financial RecoveryPlatform and security: Shield, Platform Encryption, Data Mask, Backup & Recover, Salesforce Connect, Experience Cloud (customer and partner communities), Slack and Microsoft Teams integrationsDevOps: sandbox strategy (Full Copy and Developer Pro) and Copado-based release managementKey Responsibilities Technical Oversight & Solution Governance:Understand the full Salesforce architecture: data model, Flow and Apex automation, MuleSoft integrations, security model and environmentsReview solution designs, user stories and release plans to make sure they are sound, scalable and use built-in features firstSpot over-customization, technical debt and places where existing licensed products are going unusedJoin Architecture Design Reviews and turn the recommendations into action Agentforce & AI LeadershipFind, rank and confirm Agentforce use cases for dealer support, customer service and field service, such as case classification, agent assist and self-serviceWatch Flex Credit consumption and forecast it, and make sure AI use cases come with clear ROISet up governance for responsible AI: testing, guardrails, ways to review agent conversations, and human handoffStay current on Salesforce's three releases a year, especially Agentforce, Data Cloud and Service features Implementation Partner ManagementBe FCSD's main counterpart to the system integrator, owning scope, priorities and acceptance of delivered workHold the partner to timelines, budget and SDLC rigor: Agile sprint cadence, testing, code review and release disciplineCatch scope creep, delivery risk and quality problems early, and escalate through the right Ford and Salesforce channelsCheck that delivered work meets acceptance criteria before sign-off Business AnalysisLead discovery with dealer operations, warranty, parts, and customer service teamsMap current and future service processes and turn them into user stories with acceptance criteriaOwn and rank the product backlog based on business valueSkills Required:SalesforceAccount ManagementCloud InfrastructureBusiness AnalysisBusiness Process ImprovementSalesforce ownership Platform knowledge Solution governanceSalesforce administrationBusiness analysisPartner management Agile deliveryValue realization Stakeholder managementChange leadership Risk managementSkills Preferred:Salesforce certificationsAutomotive CloudAgentforce governanceMuleSoft integrationCopado DevOps Cloud portfolioPlatform security License managementSignature SuccessAutomotive experienceAdvanced degreeExperience Required:5+ years of Salesforce experience, including at least 2 years as a platform owner, product owner, lead admin or CSM/Technical Account Manager Salesforce AdministratorDeep 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 CloudAutomotive industry experience: OEM-dealer relationships, aftersales service, warranty, parts, connected vehicles, and fleet and commercial customersA track record of holding a third-party implementation partner accountable on large, multi-cloud programsStrong business analysis skills: requirements, process mapping and user storiesComfortable in Agile and hybrid delivery modelsClear communicator with executives, IT and technical teamsExperience Preferred:Service Cloud ConsultantAgentforce SpecialistData Cloud ConsultantPlatform App BuilderBusiness Analyst or Strategy DesignerNice to have: Field Service Consultant, Advanced Administrator, MuleSoft Integration AssociateEducation Required:Bachelor's degree in business, information technology, computer science, engineering, or a related field, or equivalent practical experienceAdditional Information:Hybrid role (4 days a week onsite) Hands-On AdministrationConfigure users, permission sets, objects and fields, page layouts, reports and dashboards, and simple FlowsMaintain 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 serveMeasure and report adoption, value delivered and ROI to FCSD leadershipWork as the main contact with the Ford Salesforce account team and Signature Success: Success Plans, engagements, Architecture Design Reviews, and specialist resourcesLead change management, enablement and communication for end users and dealersUse 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.
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