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Product Manager, Sr. Manager - BT Customer Success (Service Cloud) 



Product, Customer Service, Sales & Business Development
Multiple locations
Posted on Monday, November 20, 2023

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Business Technology (BT) connects people and technology to transform the future of work at Salesforce BT’s scope stretches beyond traditional IT: We are also strategic partners, advocating for the best outcomes for our customers, always innovating, and helping to shape the future of work!

We are looking for an experienced IT Product Manager who has deep implementation skills with Service Cloud and Customer success products and is enthusiastic about owning the design, execution and strategy for effective, scalable, end-to-end business solutions for our internal world-class Account Success organization at Salesforce. This is a rare opportunity to help Salesforce’s Customer organization be productive using Salesforce technology, so they can focus their time on Customer success, adoption and engagement!

This is an office-flexible role for Dallas, Texas, Atlanta, GA or Indianapolis, IN. In office expectations are 10 days a quarter to support customers and/or collaborate with their teams. This is not a remote opportunity.


  • Deliver value driven, scalable, and innovative solutions involving integrations using our internal Salesforce Service Cloud, Slack platforms and 3rd party product integrations

  • Work with Senior Executive stakeholders to drive alignment and deliver multi-faceted capabilities; assess, initiate, prioritize, refine, and drive scalable technology solutions

  • Lead delivery expectations with internal customers, driving a multi-tier communication cadence with stakeholders at the executive and operational level

  • Create, and groom a backlog of well-formed stories for implementation by the scrum team(s) involved in delivery

  • Lead and communicate tradeoff decisions between scope and schedule

  • Help the business resolve solution/feature return on investment in the context of prioritization

  • Navigate sophisticated situations involving multiple parties, rapidly assessing context and driving the right resources to resolution

  • Review technical solutions for compliance to business processes and objectives, as well as IT standards

  • Find opportunities for process optimization, process redesign, or development of new processes/policies

  • Strong product management skills in building and delivering on enterprise scale products for Customer Success Domain

  • See opportunities across the enterprise to scope, prioritize and roadmap their implementation

  • Lead the delivery of the product roadmap incorporating projects, features and other key initiatives

  • Act as a team lead on highly visible projects and critical assignments

  • Work proactively to predict and minimize potential issues before they arise, and resolve those that do in a timely manner

  • Communicate at both the business and technical level (written and verbal)


  • 8+ years Product Management experience

  • 3+ years of Salesforce Service Cloud implementations in Product Management roles

  • Experience with automation, productivity tools and processes, specifically, Customer Success and Support

  • Knowledge of post sales life cycle

  • Experience with executive presentations and storytelling, communicating complex ideas in a clear, concise fashion to technical and non-technical audiences

  • Salesforce system implementations and solution architecture for global companies with complex business processes

  • Excellent influencing skills

  • Ability to juggle multiple projects and tasks. Proven knowledge of project management concepts and techniques required

  • Ability to work in a fast paced environment

  • Strong interpersonal communication and team building experience

  • A related technical degree required

Experience/Skills Desired:

  • Experience with automation, productivity tools and processes, specifically, Account Management and Slack

  • Salesforce Administrator Certification, Sales Cloud Consultant Certification, Service Cloud Certification and/or Slack Admin Certification

  • Knowledge in Salesforce architecture components, principles, procedures and practices


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