Senior Salesforce Manager

We are building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make - every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there is an accompanying unique and nuanced tax compliance calculation.

We are seeking a visionary Head of Business Technology India to lead the strategic development and execution of technology initiatives. This role demands a seasoned leader with a proven ability to build, mentor, and scale high-performing teams in India while establishing a global support desk and overseeing development teams. The ideal candidate will drive innovation, optimize operational efficiency, and ensure alignment with global business objectives.
In addition to being a strategic thinker and advocate of best practices, this opportunity requires in-depth understanding of functional and technical aspects of business process, integration methodologies, security architecture and reporting constructs in all areas including the architecture of Salesforce (CRM, Service Cloud, CPQ), Gainsight and enterprise customer support chat platforms.

Key Responsibilities:
Team Leadership & Development:
• Build, lead, and mentor cross-functional technology teams (Development, Admins, Service Desk) in India.
• Foster a culture of collaboration, innovation, and continuous learning.
Global Support Desk & Development Management:
• Design and implement a 24/7 global technical support desk to enhance customer service delivery.
• Oversee software development teams, ensuring agile practices and timely project delivery.
Technology Strategy & Implementation:
• Architect and deploy enterprise solutions (SFDC, CRM platforms, customer support systems) to streamline operations.
• Drive digital transformation initiatives aligned with organizational goals.
• Ensure appropriate development, configuration and testing and support of system functionality for: Quote to Cash - Salesforce CPQ, Dell Boomi, Salesforce Billing; Lead to Sale - Salesforce CRM, other middleware (ZoomInfo, LeanData, LinkedIn Sales Navigator, etc.)
Onboarding to Renewal - Salesforce Service Cloud, Gainsight, Drift Chatbot, Salesforce Communities
Stakeholder Collaboration:
• Partner with global leadership to align India operations with international standards.
• Manage vendor relationships and negotiate contracts for cost-effective technology solutions.
Process Optimization:
• Identify automation opportunities to improve system performance and user experience.
• Establish KPIs to measure team productivity and service quality.
Vendor Management: Collaborate with and manage agreements for Service providers. Negotiate the best agreement for Avalara and our customers.

What You'll Need:
Demonstrable experience in solution design and enterprise architecture with experience leading technology transformation, automation and scaling strategies at enterprise companies
Experience: 15+ years in technology leadership roles, including hands-on experience with SFDC, CRM platforms (e.g., Salesforce, HubSpot), and customer support systems (e.g., Zendesk, Freshdesk).
Leadership: Proven track record of building 50+ member teams and managing global support operations. Demonstrable experience in solution design and enterprise architecture with experience leading technology transformation, automation and scaling strategies at enterprise companies.

Technical Expertise:

Proficiency in cloud platforms and DevOps practices.
Strong grasp of ITIL frameworks and SaaS product lifecycle management. Solid grasp in an Agile development environment with strong engineering principles.
Experience with data and crafting systems that meet security and compliance requirements. Experience with SOX, PCI, SOC2, and IT audit controls of a public company.

Education:

Degree in Computer Science, Computer Engineering, Information Systems or other related field. Certifications in SFDC, ITIL or PMP/PgMP preferred.