Technology Success Manager (Commercials & Reliability)

Essential Duties And Responsibilities

The following responsibilities are essential to this role. Other duties may be assigned.

• Technology Leadership – Commercials & Reliability Pillars
• Provide technology leadership for the Commercials and Reliability pillars, owning the overall technology relationship, demand intake, prioritization, and delivery accountability across all systems and capabilities supporting both business areas.
• Partner with Commercials leadership to define the technology vision, multi-year roadmap, and investment priorities aligned to revenue, margin, win-rate, cycle-time, and customer experience outcomes across sales, pursuits, pricing, contracts, customer onboarding, and revenue enablement.
• Partner with Reliability leadership to define the technology vision, roadmap, and investment priorities aligned to uptime, service quality, incident reduction, SLA attainment, and operational excellence outcomes that underpin KPI/SLA-driven business operations.
• Own demand intake, triage, business case development, and prioritization across Salesforce, BI/analytics, integrations, automation, and adjacent enterprise platforms based on business value, feasibility, risk, readiness, and strategic fit.
• Translate business priorities into solution opportunities, executive trade-offs, roadmap direction, and investment alignment; provide a consistent technology voice back to both pillars.
• Define, publish, and manage business-facing KPIs, SLAs, and OLAs (uptime, response/resolution times, incident volumes, batch/integration success, data quality, adoption, and user experience) in partnership with business leadership and operations teams.
• Establish and continuously improve service management processes — incident, problem, change, release, and request management — in alignment with enterprise ITSM standards to ensure predictable and measurable service delivery.
• Drive proactive reliability practices — health monitoring, observability, error budgets, capacity planning, performance tuning, integration monitoring, technical debt reduction, and preventive maintenance — to reduce incidents and improve mean-time-to-detect/resolve.
• Own major incident coordination, root cause analysis, and problem management for business-impacting issues, ensuring timely communication, executive visibility, and durable corrective actions.
• Lead operational readiness and hypercare for new releases, ensuring smooth transition-to-operations with clear support models, runbooks, on-call coverage, monitoring, and observability in place before go-live.
• Own stakeholder alignment, change enablement, adoption planning, communications, training readiness, and operational readiness so delivered solutions are embraced and sustained by the business.
• Own value realization by tracking KPI performance, adoption metrics, productivity gains, revenue/margin impact, ROI realization, and lessons learned after each launch; report SLA/KPI performance dashboards to business and technology leadership and lead continuous improvement cycles.
• Ensure data integrity, security, compliance, and audit readiness across in-scope systems, including SOX-relevant controls where applicable, and manage vendor/MSP performance against contracted SLAs.
• Facilitate governance, prioritization reviews, executive reporting, escalation management, and decision forums to maintain transparency, accountability, and alignment across the Commercials and Reliability technology portfolios.
• Salesforce Capability Ownership
• Own the Salesforce platform capabilities and roadmap as the key enabler for Commercials — spanning Sales, Service, Field Service, CPQ/Revenue, Experience Cloud, and Data Cloud — ensuring capabilities are clearly defined, sequenced, and aligned to business outcomes.
• Define and refine business requirements, use cases, user journeys, acceptance criteria, MVP scope, and release backlogs in partnership with business leaders, users, Salesforce architects, admins, developers, and delivery teams.
• Own capability roadmap and release priorities by balancing business value, user impact, feasibility, dependencies, risk, compliance, platform alignment (multi-org, governor limits, licensing), and delivery capacity.
• Accountable for capability delivery by coordinating sprint planning, dependency resolution, UAT, sandbox strategy, go-live coordination, release readiness, usability, and adoption handoff.
• Ensure delivered Salesforce capabilities support intended business outcomes by using user feedback, adoption insights, performance data, and KPI results to continuously refine direction.
• Lead the design and delivery of scalable Salesforce solutions, promote Well-Architected principles, DevOps (SFDX, CI/CD), reusable patterns, integrations (MuleSoft/APIs), and responsible use of Einstein/Agentforce AI capabilities.
• Ensure Salesforce operations meet reliability, availability, and SLA targets — including monitoring, incident response, release stability, and technical debt reduction.
• Business Intelligence & Analytics Capability Ownership
• Own the BI & Analytics capabilities and roadmap as the key enabler for Reliability — spanning executive dashboards, operational KPI/SLA reporting, self-service analytics, semantic models, and decision-support experiences — ensuring capabilities are clearly defined, sequenced, and aligned to business outcomes.
• Partner with Reliability and Commercials leadership to identify KPI/SLA reporting needs, define metric hierarchies, data definitions, calculation logic, and single-source-of-truth data models that drive trusted, consistent enterprise reporting.
• Own the BI capability roadmap and release priorities by balancing business value, user impact, feasibility, dependencies, data readiness, governance, and delivery capacity.
• Accountable for BI delivery by coordinating requirements, data modeling, dashboard design, UAT, go-live, adoption, and continuous refinement — ensuring insights are actionable, trusted, and used to drive decisions.
• Drive data quality, data governance, master data alignment, lineage, and data stewardship in partnership with data engineering, architecture, and business owners so BI outputs are accurate and audit-ready.
• Promote modern analytics best practices — semantic layers, reusable data products, self-service enablement, natural-language analytics, anomaly detection, alerting, and embedded analytics within business workflows.
• Ensure BI platforms and pipelines meet reliability, availability, refresh, and SLA targets — including monitoring, incident response, release stability, and performance tuning of reports, datasets, and pipelines.
• Coordinate with source system owners (Salesforce, ERP, workforce, ITSM, field/asset systems) to ensure timely, complete, and accurate data flows into the analytics layer supporting Commercials and Reliability KPIs.
• Program Management
• Own cross-functional program execution for Commercials and Reliability initiatives — implementations, migrations, integrations, analytics, and digital workflow programs — coordinating workstreams across business, product, data, integration, engineering, architecture, security, operations, and change management teams.
• Coordinate stakeholders and delivery teams by clarifying roles, responsibilities, decision rights, ownership boundaries, communication cadence, and escalation paths to keep execution aligned and accountable.
• Lead integrated planning across discovery, design, build, testing, UAT, deployment, training, rollout, and post-launch stabilization (hypercare), ensuring dependencies, constraints, resource needs, and sequencing are proactively managed.
• Translate approved priorities into delivery plans, release milestones, sprint objectives, workstream plans, dependency maps, and measurable outcomes tied to business value.
• Accountable for program execution by driving progress against scope, timeline, risks, issues, milestones, adoption readiness, and value realization commitments while removing blockers and facilitating timely decisions.
• Drive program communications, stakeholder updates, change impact assessments, training plans, release communications, rollout playbooks, and adoption support.
• Manage RAIDs, milestones, status reporting, executive dashboards, governance artifacts, steering committee materials, action logs, and decision records to maintain transparency, accountability, and execution discipline.
  
  

Supervisory Responsibilities

This position may provide indirect leadership to a Salesforce Product Owner (Commercials), a BI Product Owner (Reliability), delivery teams, admins, developers, analysts, and vendor/MSP resources supporting the Commercials and Reliability pillars. Direct supervisory responsibilities will be defined based on organizational structure and business needs.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Continuous Learning – Stays current on Salesforce, BI/analytics, AI, and reliability engineering trends; pursues certifications and applies learnings to improve outcomes.
• Job Knowledge – Deep expertise in Salesforce platform, BI & analytics, ITSM/SRE practices, and business technology partnership.
• Use of Technology – Leverages Salesforce, Power BI/Fabric/Tableau, Snowflake, MuleSoft, and modern DevOps/MLOps tools to deliver business value.
• Problem Solving – Identifies root causes, evaluates alternatives, and drives durable solutions across business and technology issues.
• Project Management – Plans, organizes, and executes complex cross-functional programs with disciplined governance and outcome tracking.
• Customer Service – Acts as a trusted technology partner to Commercials and Reliability leadership; ensures responsive, high-quality service.
• Communications – Communicates clearly across executive, business, and technical audiences with tailored messaging.
• Cooperation – Collaborates effectively across business, delivery, data, security, and vendor teams.
• Oral Communication – Presents confidently to executive audiences and facilitates governance and steering forums.
• Teamwork – Builds strong working relationships across cross-functional teams and drives shared accountability.
• Written Communication – Produces clear, concise business cases, roadmaps, status reports, and executive briefings.
• Change Management – Leads adoption planning, stakeholder engagement, training readiness, and operational change activities.
• Performance Coaching – Coaches team members and delivery partners on outcomes, quality, and continuous improvement.
• Team Leadership – Provides technology leadership across pillars; sets vision, priorities, and standards.
• Delegation – Assigns responsibilities effectively and empowers Product Owners and delivery teams to execute.
• Leadership – Inspires trust and drives measurable business outcomes through influence and accountability.
• Managing People – Guides indirect teams, mentors talent, and fosters an inclusive high-performance culture.
• Conflict Resolution – Navigates competing priorities and resolves conflicts constructively across business and technology stakeholders.
• Recruiting & Staffing – Partners with talent teams to identify, attract, and retain skilled resources for pillar initiatives.
• Diversity – Champions inclusive practices and diverse perspectives across teams and delivery.
• Ethics – Upholds integrity, compliance, responsible AI, and ethical decision-making in all activities.
• Organizational Support – Actively supports Pearce's mission, values, and enterprise objectives.
• Personal Appearance – Presents professionally in all client, executive, and team interactions.
• Attendance/Punctuality – Reliable, dependable, and available for critical business needs including incident escalations.
• Dependability – Consistently delivers on commitments and follows through on responsibilities.
• Judgement – Applies sound judgment in trade-off decisions balancing business value, risk, feasibility, and reliability.
• Planning/Organizing – Structures workstreams, roadmaps, and priorities with clarity and discipline.
• Quality – Delivers high-quality, reliable, and audit-ready solutions and reporting.
• Quantity – Manages high-volume portfolios of demand, delivery, and operational activities effectively.
• Safety & Security – Ensures data security, compliance (SOX, GDPR), and safe operational practices.
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/or Experience

• Bachelor's degree in computing, engineering, information systems, business, or related fields.
• 8+ years of experience across technology delivery, digital transformation, CRM/Salesforce programs, BI & analytics programs, business-facing technology leadership, and IT service/operations management.
• At least 4 years hands-on with the Salesforce platform (Sales, Service, and/or Field Service Cloud) AND at least 4 years hands-on with enterprise BI & analytics platforms (e.g., Power BI, Tableau, CRM Analytics, Fabric, Snowflake, or equivalent), along with demonstrated experience running KPI/SLA-driven operations.
• Demonstrated ability to act as a technology leader and business partner to commercial/revenue-facing and operations/reliability-facing business pillars, owning outcomes across strategy, delivery, and operations.
• Strong track record of owning business technology outcomes, building business cases, prioritizing opportunities, defining roadmaps, tracking KPIs, driving adoption, and realizing ROI.
• Experience translating business priorities into use cases, user stories, acceptance criteria, MVP scope, release plans, and measurable outcomes on Salesforce and BI platforms.
• Hands-on experience running Salesforce and BI operations — incident/problem/change/release management, monitoring, integration reliability, data quality, and vendor/MSP management.
• Solid understanding of data modeling, data warehousing, semantic layers, ETL/ELT, and modern data platforms supporting enterprise analytics.
• Strong stakeholder management, executive communication, change management, analytical, and cross-functional delivery skills across business, product, data, engineering, security, architecture, and operations teams.
• Self-starter, able to manage ambiguity, facilitate governance, coordinate execution, and drive accountability across business and technology stakeholders.
  
  

Language Skills

Strong professional English communication skills; ability to present complex technical and business content clearly to executive audiences and diverse stakeholders; ability to write concise business cases, roadmaps, executive briefings, and governance materials.

Mathematical Skills

Strong quantitative and analytical skills, including KPI/SLA calculation, ROI and business case modeling, statistical interpretation of BI datasets, and financial acumen for investment prioritization.

Reasoning Ability

Ability to define, interpret, and act upon complex business, operational, and technical information; strong critical thinking to balance trade-offs across business value, feasibility, risk, and reliability; ability to structure ambiguous problems into actionable solutions.

Computer Skills

Proficiency with Salesforce (Sales, Service, Field Service, CPQ, Experience Cloud, Data Cloud); BI/analytics platforms (Power BI, Microsoft Fabric, Tableau, CRM Analytics, Snowflake, Databricks, Azure Synapse, Azure Data Factory, dbt); SQL, DAX, and semantic modeling; DevOps tools (Salesforce DX, Copado, Gearset, Git-based CI/CD); integration tools (MuleSoft, Boomi, Informatica); ITSM tools (Freshservice, ServiceNow); and Microsoft 365, Copilot, and Power Platform.

Certificates, Licenses, Registrations

• Salesforce certifications such as Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Field Service Consultant, CPQ Specialist, Experience Cloud Consultant, Data Cloud Consultant, or Application/System Architect (preferred).
• BI/data certifications such as Microsoft Certified: Power BI Data Analyst Associate, Fabric Analytics Engineer, Azure Data Engineer, Tableau Desktop/Server Certified, Snowflake SnowPro, or Salesforce Data Cloud Consultant (preferred).
• ITIL v4 Foundation (or higher) and/or Site Reliability Engineering (SRE) certifications applied to enterprise SaaS and analytics platforms (preferred).
  
  

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Primarily office/remote-based role; extended periods at a computer workstation; occasional travel required for team, client, or executive meetings. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills: analytics,reliability,data,leadership,salesforce,management,technology,commercials