We are seeking aPrincipal System Administratorto own and evolve the systems that power a complex, engineer-led support organization.
This role is theprimary owner ofSalesforce Service Cloud for Support, responsible for ensuring the system accurately reflects how complex technical issues are diagnosed and resolved—not forcing workflows that oversimplify the work.
Unlike traditional admin roles focused on ticketing efficiency, this role emphasizesdesigning systems thatsupport nuanced, non-linear workflows, while maintaining clarity, usability, and data integrity.
This role will partner closely with Support Operations, IT (Salesforce Salesadmins), Product, and Engineering, and will play a key role in implementingAI-enabled capabilitiesin a thoughtful, controlled way.
This role reports to the Customer Operations leader.
Job Responsibilities

Salesforce Service Cloud Ownership
Serve as theprimary administrator for the Support instance of Salesforce Service Cloud

Own configuration including:

Case lifecycle and status models

Fields, layouts, and page design

Routing and assignment logic

Automation (Flows, validation rules, etc.)

Product Additions (Organic or through M&A;)

Ensure the system reflectsreal support workflows, not idealized or overly rigid processes

System Design & Optimization
Continuously refine system structure to improve:

Usability for support engineers

Data quality and reporting reliability

Alignment to product architecture and issue types

Balance simplicity and flexibility—avoiding unnecessary complexity while supporting nuanced workflows

Integrations & Data Architecture
Own integrations between Salesforce and:

Microsoft Fabric (data pipelines)

Gainsight (support signals into customer health)

Other tools (e.g., Slack, Jira, AI platforms)

Partner with IT and data teams to ensuredata integrity, reliability, and scalability

AI & Automation Enablement
Lead implementation and configuration of AI-enabled tools (e.g., Forethought, Agentforce), including:

Case intake and triage





Knowledge generation

Workflow augmentation

Ensure AI enhances—not degrades—the quality of complex support interactions

Establish guardrails and monitoring for AI-driven workflows

Collaboration & Governance
Partner with:

Support Ops Manager (workflow and process design)

Support Ops Analysts (data structure and reporting needs)

IT Salesforce team (alignment with broader SFDC governance)

Establish best practices for change management, release cycles, and system governance
Job Qualification

6–9 years of experience as a Salesforce Administrator, with deep focus onService Cloud

Proven experience owning acomplex support or service environment, not just sales workflows

Strong hands-on experience with:

Flows, automation, and case management design

Data modeling and system architecture

Experience integrating Salesforce with external systems (data platforms, CS tools, etc.)

Familiarity with theMicrosoft Fabric ecosystemand data pipelines preferred

Experience withGainsightintegrations is a plus

Exposure to AI-enabled support platforms (Forethought, Agentforce) strongly preferred

Strong judgment in balancing flexibility vs structure in system design

What Success Looks Like
ASalesforce environment that accurately reflects real support workflows

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.

High system adoption and usability among support engineers

Reliable, structured data that powers trusted reporting and insights





Seamless integration of support data into Customer Success (Gainsight) and analytics platforms

Thoughtful implementation of AI that improves efficiency without oversimplifying complex work

A system that ismaintainable, scalable, and adaptable over time
About Model N
Model N is transforming how Life Sciences companies manage revenue, commercialization, and compliance.
For more than25 years,Model N has been the leader in end-to-end commercialization, revenue optimization, and compliance for pharmaceutical and medical technology companies.
Our intelligent, cloud-based platform combines technology, data, analytics, AI, and industry expertise to help leading Life Sciences organizationsoptimize revenue, navigate complex regulations, improve decision-making,and bring life-changing products to market faster.
Today,150+ leading companiesacross the globe trust Model N to optimize growth and transform critical commercial processes. Our solutions manage approximately$1.3 trillion in gross revenue, helping customers reduce complexity, strengthen compliance, and unlock recent opportunities for growth.
At Model N, we are building the next generation ofLife Sciences revenue management—where technology, data, AI, and human expertise come together to create meaningful business impact.
Join us to build technology that powers innovation in Life Sciences and makes a difference at global scale.
For more information, visit .
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

📌 Principal System Administrator ( Salesforce Service Cloud) (Hyderabad)
🏢 modeln
📍 Hyderabad