Director, Salesforce Cloud & AI Support Solutions - Realpage

Overview

RealPage is seeking a Director, Salesforce Cloud & AI Support Solutions to lead the strategy, delivery, governance, and operational excellence of Salesforce capabilities supporting Customer Support, Customer Success, and related business functions.

This leader will oversee a multi-disciplinary Salesforce organization across engineering, business systems analysis, solution architecture, and pod leadership. The role is responsible for platform architecture, AI-powered support automation, enterprise integrations, release governance, data quality, security, vendor management, and people leadership.

The ideal candidate is a strategic technology leader with deep Salesforce expertise, strong operational discipline, and experience delivering complex enterprise programs across business, product, engineering, security, and vendor teams.

Responsibilities

Salesforce Platform Leadership

• Lead the Salesforce platform organization across engineering, business analysis, architecture, and pod leadership.
• Define platform strategy, operating model, roadmap, delivery standards, and long-term scalability across multiple lines of business and Salesforce environments.

AI, Automation & Conversational Agents

• Own the roadmap for AI-powered support and self-service capabilities, including voice bots, chat bots, virtual agents, and portal-based agents.
• Drive solutions focused on case deflection, triage, guided resolution, and improved customer experience.

Human-in-the-Loop Governance

• Establish and operate governance for production AI agents, including agent design, prompt tuning, intent and deflection strategy, performance monitoring, escalation handling, quality review, and ongoing business ownership.

Release & Delivery Governance

• Drive quarterly planning, sprint prioritization, release readiness, UAT coordination, dependency management, deployment governance, and cross-functional roadmap alignment.

Customer Success & Support Programs

• Partner with Customer Success, Support, and Customer Engagement leaders to manage enhancement intake, scoping, prioritization, rollout, adoption, and value tracking across recurring Salesforce releases.

Architecture & Strategic Initiatives

• Architect and deliver enterprise Salesforce solutions, including internal request management, industry-vertical capabilities, omni-channel chat unification, Experience Cloud modernization, and large-scale customer data remediation.

Voice of Customer & Reporting

• Lead Salesforce-based customer feedback programs, including in-product NPS, ticket-closure CSAT, executive dashboards, and reporting used to guide platform investment decisions.