Principal System Administrator ( Salesforce Service Cloud)
TLDR
Own and evolve Salesforce Service Cloud for Support, emphasizing nuanced workflows and AI-enabled capabilities while collaborating with various teams for system improvement.
Salesforce Service Cloud Ownership
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Serve as the primary administrator for the Support instance of Salesforce Service Cloud
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Own configuration including:
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Case lifecycle and status models
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Fields, layouts, and page design
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Routing and assignment logic
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Automation (Flows, validation rules, etc.)
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Product Additions (Organic or through M&A)
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Ensure the system reflects real support workflows, not idealized or overly rigid processes
System Design & Optimization
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Continuously refine system structure to improve:
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Usability for support engineers
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Data quality and reporting reliability
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Alignment to product architecture and issue types
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Balance simplicity and flexibility—avoiding unnecessary complexity while supporting nuanced workflows
Integrations & Data Architecture
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Own integrations between Salesforce and:
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Microsoft Fabric (data pipelines)
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Gainsight (support signals into customer health)
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Other tools (e.g., Slack, Jira, AI platforms)
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Partner with IT and data teams to ensure data integrity, reliability, and scalability
AI & Automation Enablement
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Lead implementation and configuration of AI-enabled tools (e.g., Forethought, Agentforce), including:
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Case intake and triage
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Knowledge generation
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Workflow augmentation
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Ensure AI enhances—not degrades—the quality of complex support interactions
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Establish guardrails and monitoring for AI-driven workflows
Collaboration & Governance
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Partner with:
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Support Ops Manager (workflow and process design)
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Support Ops Analysts (data structure and reporting needs)
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IT Salesforce team (alignment with broader SFDC governance)
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6–9 years of experience as a Salesforce Administrator, with deep focus on Service Cloud
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Proven experience owning a complex support or service environment, not just sales workflows
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Strong hands-on experience with:
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Flows, automation, and case management design
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Data modeling and system architecture
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Experience integrating Salesforce with external systems (data platforms, CS tools, etc.)
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Familiarity with the Microsoft Fabric ecosystem and data pipelines preferred
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Experience with Gainsight integrations is a plus
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Exposure to AI-enabled support platforms (Forethought, Agentforce) strongly preferred
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Strong judgment in balancing flexibility vs structure in system design
What Success Looks Like
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A Salesforce environment that accurately reflects real support workflows
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Ownership of the configuration, expansion, and ongoing optimization of AI-enabled support tools (e.g., Forethought, Agentforce), including adapting vendor-provided implementations to fit real-world support workflows.
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High system adoption and usability among support engineers
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Reliable, structured data that powers trusted reporting and insights
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Seamless integration of support data into Customer Success (Gainsight) and analytics platforms
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Thoughtful implementation of AI that improves efficiency without oversimplifying complex work
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A system that is maintainable, scalable, and adaptable over time
Model N develops cloud-based software that optimizes revenue and ensures compliance for pharmaceutical, medtech, and high-tech innovators. Our solutions provide data-driven insights to help clients maximize revenue and streamline operations, making us a trusted partner for over 150 leading companies worldwide.
- Founded
- Founded 1999
- Employees
- 500+ employees
- Industry
- Professional Services