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