Salesforce CRM Team Lead (Fully Remote)

Experian; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

Experian is seeking a Salesforce operations professional to configure and maintain Salesforce using declarative tools, including custom objects, fields, page layouts, validation rules, and advanced Flow automation. You will lead root cause analysis for complex business needs and oversee AI capabilities like Agentforce and Prompt Builder.

In Delivery Management and Operations, you will monitor case queues, coordinate Scrum-based backlog planning, and drive process documentation to ensure

Qualifications

• Experience configuring Salesforce via declarative tools (objects, fields, page layouts, validation rules, and Flow).
• Lead root-cause analysis for complex business requirements and oversee AI capabilities like Agentforce and Prompt Builder.
• Stay current with platform updates and recommend improvements.

Responsibilities

• Monitor case queues and workloads to ensure timely resolution.
• Coordinate Scrum-based backlog management, sprint planning, and prioritization across the CRM support team.
• Improve process documentation and Knowledge articles for service consistency.
• Build trusted relationships with stakeholders and translate business needs into scalable Salesforce solutions.
• Mentor CRM Analysts and reinforce standards and governance.
• Serve as escalation point for complex cases and support regional needs across NA and LATAM.

Skills

Salesforce admin

Root cause analysis

Stakeholder management

Team leadership

Process improvement

Tools

Agentforce

Prompt Builder

Salesforce Flow

Job description

• Configure and maintain Salesforce using declarative tools including custom objects, fields, page layouts, validation rules, and advanced Flow automation.
• Lead root cause analysis for complex business requirements and oversee AI capabilities like Agentforce and Prompt Builder.
• Stay current with platform updates and proactively recommend improvements.

Delivery Management and Operational Excellence

• Monitor case queues and team workloads, assigning work for timely resolution and appropriate coverage.
• Coordinate Scrum-based backlog management, sprint planning, and work prioritization across the CRM support team.
• Improve process documentation, Knowledge articles, and support communications to drive service consistency.

Business Partnership and Team Development

• Build trusted relationships with stakeholders and translate business needs into scalable Salesforce solutions.
• Mentor CRM Analysts, reinforcing standards and governance while modeling accountability and professionalism.
• Act as escalation point for complex cases and support regional business needs across North America and Latin America.

Experian

Experian is a global data and technology company that powers opportunities for people and businesses worldwide across financial services, healthcare, automotive, and more. With a team of 25,200 people in 32 countries, Experian invests in advanced technologies and people to unlock the power of data.