Senior Manager, Solutions Architect (Service Cloud)

Senior Manager, Solutions Architect (Service Cloud)

New York, New York, United States; Washington, District of Columbia, United States

Position Overview

The Senior Manager, Solution Architect – Service Cloud is responsible for leading the design and implementation of scalable, customer-centric Salesforce Service Cloud solutions. This role works closely with business stakeholders across Customer Support, Customer Success, and Support Operations to gather requirements and architect end-to-end service solutions that enhance customer experience and operational efficiency. The architect leads cross-functional delivery teams, provides technical guidance, and mentors junior team members to ensure adherence to best practices. Expertise in Service Cloud capabilities—including case management, knowledge base, omni-channel, automation, and Einstein AI—is critical to ensure high-performance, scalable, and integrated service solutions that align with business goals.

Key responsibilities

• Lead with Expertise

Serve as a trusted Service Cloud SME within the organization, providing both proactive and reactive guidance on architecture, technology strategy, thought leadership and product best practices.

Collaborate with business stakeholders, and executives to gather and refine requirements.

Manage and Mentor Salesforce team members and promote upskilling.

Required experience

Desired Technical Skills

Certifications (Preferred)

U.S pay range

$151,000 - $189,000 USD

What Diligent Offers You

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability –to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.

Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV / AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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