Senior Manager, Support and Services Tools (Service Cloud & Certinia)

We are looking for a talented Senior Manager, Support and Services Tools to join Procore's GTM Tech, Data & Process team. In this pivotal role, you will be directly responsible for developing and executing the Business Applications systems roadmap for our Global Professional Services, and Customer Support functions.

You will lead a cross-functional team of Business Analysts, Developers, and Quality Engineers to drive the delivery and continuous improvement of our core platforms. Your technical scope spans Salesforce Sales & Service Cloud and Certinia PSA, as well as critical integrations with financial systems including Zuora, Concur, Coupa, and NetSuite. Your focus will be on strategic alignment, technical thought leadership, and ensuring the efficient, scalable use of these technologies to achieve exceptional business results.

What You'll Do :

Roadmap Development & Execution : Define and execute the long-term technical strategy for Global Professional Services, Customer Success, and Customer Support applications. You will collaborate with business leaders to align the roadmap with corporate objectives, ensuring that technical deliverables support company growth, scalability, and customer satisfaction goals.

Business Process Analysis, Development & Optimization : Lead the effort to analyze complex business challenges and translate them into efficient workflows. You will guide your team of Business Analysts in documenting requirements and optimizing end-to-end business processes. Champion continuous improvement by identifying operational inefficiencies and driving the development of streamlined, automated solutions.

Technical Leadership - Solution Design, Tech Platforms & Integrations Expertise : Serve as the primary technical architect for the GTM ecosystem. You will oversee high-level solution design for Salesforce Sales & Service Cloud and Certinia PSA , ensuring architectural integrity and security. You will also manage the complex enterprise integrations with financial back-office systems ( Zuora, Concur, Coupa, NetSuite ).

People Leadership (Hire, Mentor / Coach, and Development of Talent) : Build, manage, and scale a high-performing, cross-functional team of Business Analysts, Developers, and Quality Engineers . You will be responsible for recruiting top talent, setting clear performance goals, and conducting compensation reviews. A key focus will be mentoring team members and defining career paths to foster professional growth and retention within the organization.

What We're Looking For :

Experience : 12+ years of experience leading cross-functional application delivery teams-specifically managing Business Analysts and Developers-with a strong focus on GTM and Financial systems

Domain Expertise : Deep understanding of Salesforce Sales & Service Cloud and Certinia (PSA) capabilities and architecture.

Integration Knowledge : Experience managing enterprise integrations with financial back-office systems such as Zuora, Concur, Coupa, and NetSuite .

Technical Implementation : Proven track record implementing advanced functionalities and leveraging platform capabilities to solve business problems.

People Leadership : Strong history of building and developing high-performing teams, including managing performance improvement plans and compensation reviews.

Education : Bachelor's degree in Computer Science, Information Technology, or a related technical field.

Additional Information

Base Pay Range :

For Los Angeles County (unincorporated) Candidates :

Procore will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.

A criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment : 1. appropriately managing, accessing, and handling confidential information including proprietary and trade secret information, as well as accessing Procore's information technology systems and platforms; 2. interacting with and occasionally having unsupervised contact with internal / external customers, stakeholders, and / or colleagues; and 3. exercising sound judgment.