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Forescout is seeking an IT Manager for Front Office Business Applications to lead strategy, delivery, support, and modernization of customer-facing business applications. This leadership role combines business strategy, enterprise architecture, application delivery, AI innovation, and people management.
Key Responsibilities:
Front Office Applications Leadership: Lead strategy, roadmap, implementation, and support of Salesforce (Sales Cloud, Service Cloud, Experience Cloud), marketing automation, customer success platforms, and revenue operations tools. Own application lifecycle management, architecture governance, and platform optimization. Develop multi-year technology roadmaps aligned with business objectives and drive application rationalization and cost optimization.
AI and Agentic Transformation: Define and execute front-office AI strategy. Lead deployment of AI-powered solutions across Sales, Marketing, Customer Success, Support, and Operations. Design and implement AI-driven business processes using Salesforce Agentforce, Einstein AI, Microsoft Copilot, and generative AI platforms. Establish governance, security, compliance, and responsible AI frameworks.
Agentforce Leadership: Serve as internal subject matter expert for Salesforce Agentforce. Design, implement, and manage intelligent agents supporting customer self-service, case resolution, lead qualification, opportunity management, and partner enablement. Partner with business stakeholders to identify and prioritize use cases and define KPIs.
Business Partnership: Partner with Sales, Marketing, Customer Success, Support, Finance, and Executive Leadership. Translate business requirements into scalable technology solutions and drive digital transformation initiatives and change management.
Team Leadership: Build, develop, and mentor a global team of Salesforce Administrators, Business Analysts, Developers, Architects, System Analysts, and Managed Service Providers. Foster innovation, accountability, and continuous improvement.
Vendor and Financial Management: Manage operating and project budgets. Lead strategic vendor evaluations, contract negotiations, and performance reviews. Develop business cases and ROI models.
Governance and Operational Excellence: Establish application governance, SDLC, release management, and change management processes. Ensure compliance with security, privacy, and regulatory requirements. Drive service excellence through SLA and KPI management.
Success Measures: In the first 12 months, deliver measurable improvements in user productivity through AI adoption, expand Agentforce capabilities, improve application reliability and user satisfaction, drive application consolidation and cost optimization, establish comprehensive AI governance, and create a scalable front-office technology roadmap.
Requirements:
Required: Bachelor's degree in computer science, Information Systems, Engineering, or related field. 15+ years of experience leading enterprise business applications teams. 5+ years managing Salesforce platforms and customer-facing business systems. 5+ years leading global teams and complex enterprise programs. Proven experience delivering large-scale digital transformation initiatives. Strong knowledge of CRM, Customer Success, Marketing Automation, and Revenue Operations processes. Experience managing enterprise SaaS platforms and integrations. Ability to work effectively with C-level executives, senior business leaders, third-party solution partners, and project resources. Deep understanding of business processes (Lead to Order, Customer Service, Procure to Pay, Record to Report, Hire to Retire). Strong financial and vendor management experience. Deep understanding of AI technologies with practical experience implementing Generative AI and agentic AI solutions. Experience with Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), prompt engineering, AI orchestration, and conversational AI. Understanding of AI governance, model evaluation, security, compliance, and responsible AI practices. Hands-on experience designing, deploying, and managing Salesforce Agentforce solutions. Experience building autonomous and assisted agents for sales, customer service, and business operations. Knowledge of Agentforce architecture, topics, actions, skills, guardrails, testing, monitoring, and analytics. Ability to define and execute an enterprise AI roadmap.
Preferred: Salesforce certifications (Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, Service Cloud Consultant, Application Architect, or System Architect). Salesforce Agentforce certifications or hands-on implementation experience. AI-related certifications from Salesforce, Microsoft, OpenAI, AWS, Google Cloud, or equivalent. Experience with enterprise data platforms, analytics, and AI governance frameworks. Understanding of cybersecurity and SaaS business models.
