Remote Salesforce CRM Lead: Platform & Delivery Champion

Resumonk; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work from home

Paid time off

Annual performance bonus

Education reimbursement

Bereavement Leave

Referral program

Life and dental insurance

Job summary

Experian seeks a Salesforce CRM Team Lead to raise the operational maturity of our Salesforce platform and the team supporting it. You will lead across Experience Cloud, CPQ, AI features, and data platforms, partnering with analysts, developers, and CRM colleagues to deliver scalable, high-quality solutions.

You will manage delivery, governance, and stakeholder engagement while mentoring CRM Analysts and aligning regional needs across North and Latin America.

Qualifications

• Salesforce Certified Platform Administrator.
• 5+ years of experience administering or supporting Salesforce in complex, multi-business-unit environments.
• 2+ years of experience leading Salesforce administration teams or delivery initiatives, including mentoring or coaching colleagues.
• Demonstrated experience with Salesforce Flow automation and process optimization.
• Experience with Scrum or other Agile delivery methodologies, including backlog management and sprint planning.
• Fluency in English and Spanish.
• Excellent written and verbal communication skills, with the ability to translate business needs into system solutions, explain complex technical concepts clearly, and influence decisions across Sales, Marketing, and Finance.
• Ability to guide architectural discussions and technical direction without serving as the primary hands-on developer.
• Comfort incorporating AI-assisted solutions into day-to-day workflows, including prompting, testing, debugging, and documentation.
• Strong analytical and problem-solving skills, with the ability to perform root cause analysis on complex issues.
• Ability to manage multiple priorities and competing demands in a fast-paced environment.

Responsibilities

• Configure and maintain Salesforce using declarative tools, including custom objects, fields, page layouts, record types, validation rules, picklists, approval processes, and advanced Flow automation.
• Lead root cause analysis and design scalable solutions for increasingly complex business requirements.
• Oversee the configuration, testing, deployment, and ongoing support of Salesforce AI capabilities, including Agentforce agents, Prompt Builder solutions, and intelligent automation features.
• Stay current with Salesforce platform capabilities and proactively recommend improvements.
• Monitor case queues and team workloads, assigning or reallocating work as needed to support timely resolution and appropriate case coverage.
• Collaborate with regional contacts to prioritize case assignments, ensuring the Global Salesforce team delivers effective user support and meets service requirements.
• Coordinate Scrum-based backlog management, sprint planning, and work prioritization across the CRM support team.
• Improve and maintain process documentation, Salesforce Knowledge articles, and support communications to promote service consistency and user adoption.
• Build trusted relationships with business stakeholders, development teams, and cross-functional partners.
• Translate business needs into scalable Salesforce solutions and communicate effectively across technical and business audiences.
• Participate in requirements gathering, solution design discussions, User Acceptance Testing (UAT), release activities, and post-deployment validation.
• Support informed decision-making through strong analytical and problem-solving skills.
• Mentor and coach CRM Analysts and other teammates, reinforcing established standards, governance, and operational best practices.
• Model accountability and professionalism while fostering a culture of continuous improvement and customer-focused service.
• Act as the escalation point for complex cases, providing hands-on support for critical or high-priority user issues when needed.
• Strengthen multilingual support in English and Spanish across North American and Latin American user communities.
• Improve response times by serving as the CRM team’s first resource based in a North American time zone.
• Expand regional collaboration with business stakeholders across Latin America.

Skills

Salesforce Administration

Team Leadership

Salesforce Flow

Agile/Scrum

Bilingual English/Spanish

Stakeholder Communication

Solution Design

AI in Salesforce

Problem Solving

Project Prioritization

Mentoring/Coaching

Job description

Experian seeks a Salesforce CRM Team Lead to raise the operational maturity of our Salesforce platform and the team supporting it. You will lead across Experience Cloud, CPQ, AI features, and data platforms, partnering with analysts, developers, and CRM colleagues to deliver scalable, high-quality solutions.

You will manage delivery, governance, and stakeholder engagement while mentoring CRM Analysts and aligning regional needs across North and Latin America.