Salesforce Service Cloud (CRM) AMS Manager

Salesforce Service Cloud (CRM) – AMS Manager
Location: San Francisco, CA (Onsite)
Job Type: Contract
Schedule: Monday – Friday, 9:00 AM – 5:00 PM

We are seeking an experienced Salesforce Service Cloud (CRM) AMS Manager to lead Application Managed Services (AMS) operations, ensuring system stability, efficient service delivery, and continuous improvement of CRM applications.
This role combines Salesforce functional expertise, program management, and integration oversight (MuleSoft), while managing stakeholders and support teams in a fast-paced onsite environment.
Key Responsibilities
AMS Operations & Support

• Lead AMS operations for Salesforce Service Cloud
• Ensure system stability, performance, and support delivery
• Manage incident, problem, and change management processes aligned with SLAs

Salesforce Service Cloud Management

• Oversee Service Cloud configurations and support activities
• Ensure optimal CRM functionality and user experience
• Drive continuous improvement of CRM processes

Integration & Technical Oversight

• Manage and coordinate MuleSoft integrations
• Ensure seamless data flow across systems
• Troubleshoot integration issues and optimize performance

Program Management

• Lead program planning, tracking, and reporting activities
• Monitor KPIs, service metrics, and incident trends
• Implement improvements based on data-driven insights

Stakeholder & Team Management

• Collaborate with stakeholders across Sales, Marketing, and IT
• Prioritize enhancements and support requests
• Provide leadership and coordination for support teams

Must-Have Qualifications

• 6–9 years of experience in Salesforce Service Cloud (functional/technical)
• Strong experience in AMS / support environments
• Proven program management and service delivery experience
• 3–5 years of MuleSoft integration experience
• Strong understanding of CRM and customer service processes
• Experience with incident, problem, and change management
• Excellent communication and stakeholder management skills

Preferred Qualifications

• Experience with Salesforce Data Cloud
• Knowledge of Salesforce Marketing Cloud
• Familiarity with enterprise integration platforms

Core Skills

• Salesforce Service Cloud
• Application Managed Services (AMS)
• MuleSoft Integration
• CRM Operations
• Incident & Change Management
• Program & Stakeholder Management

Recruiter Submission Template –

Full Name:
Degree Major with University and Completion Year:
Total Experience in Salesforce Ecosystem (Years):
Experience in Salesforce Service Cloud (Years):
Experience in Application Managed Services (AMS) (Yes/No – brief details):
Experience in Program / Service Delivery Management (Yes/No – brief details):
Experience with MuleSoft Integrations (Years – brief details):
Experience with Incident, Problem & Change Management (Yes/No – brief details):
Experience with CRM Processes & Customer Service Operations (Yes/No – brief details):

Salesforce Certifications (List all with year achieved):

• Salesforce Service Cloud Consultant:
• Salesforce Administrator:
• Salesforce Platform App Builder:
• MuleSoft Certification (if any):

Motivation/Reason for Interest in This Role:
Contact Number:
Email ID:
LinkedIn Profile URL:
Full Address (Street, City, State, ZIP Code):
Notice Period (in weeks):
Current Work Authorization Status (e.g., US Citizen, Green Card, H1B, etc.):
Expected Hourly Rate W2:
Are you willing to relocate at your own expense and work Onsite – San Francisco, CA (Yes/No):