CG-VAK - Technology Success Manager - Commercials & Reliability

Essential Duties and Responsibilities:

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

1. 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.

2. 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.

3. 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.

4. 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:

• 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.