Head of Client Service & Seller Experience Technology (Salesforce)

Location: Baltimore, Maryland, United States; hybrid work with up to three days per week from home

Base salary: $201,000–$342,000 annually for Maryland, Colorado, Washington, and remote workers. Employees may also be eligible for a discretionary bonus.

Company

Global asset management organization providing equity, fixed income, and multi-asset investment solutions to individuals, advisors, institutions, and retirement plan sponsors.

What you will do

• Own a unified technology roadmap across client engagement, seller enablement, contact center capabilities, Salesforce, Amazon Connect, analytics, automation, and AI.
• Lead modernization and continuous improvement of the Amazon Connect contact center platform, including routing, digital and voice journeys, agent tooling, quality management, analytics, and service automation.
• Own the Salesforce platform roadmap and seller technology portfolio, including sales workflows, CRM data integration, analytics, and automation.
• Align stakeholders across sales, service operations, product, risk, architecture, governance, vendors, and funding forums.
• Manage scope, sequencing, trade-offs, budgets, business cases, and platform and professional services agreements.
• Lead, coach, and develop Engineering Managers and technical leaders while building high-performing multi-team engineering organizations.

Requirements

• Bachelor’s or master’s degree in computer science, engineering, or a related discipline, or equivalent experience, with 12+ years of progressive professional experience including people leadership.
• Experience leading managers and multi-team engineering organizations in regulated financial services or a comparable enterprise environment.
• Deep knowledge of contact center platforms, including routing, telephony and voice, agent desktops, workforce and quality management, and contact center analytics.
• Strong Salesforce expertise, including sales process workflows, CRM data integration, and adoption enablement.
• Experience delivering multi-year modernization roadmaps with measurable service, productivity, or revenue outcomes.
• Experience applying automation and AI to service and sales workflows, with sound judgment regarding risk, data protection, and governance.

Nice to have

• Experience in financial services, preferably asset management or another highly regulated industry.

Culture & Benefits

• Hybrid work schedule with up to three days per week from home.
• Annual bonus eligibility and competitive compensation.
• Retirement plan and health and wellness benefits, including online therapy.
• Paid time off for vacation, illness, medical appointments, and volunteering.
• Family care resources, including fertility and adoption benefits.
• Inclusive and collaborative work environment with equal opportunity.