Senior Product Manager, Service Cloud

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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.

Salesforce Service Cloud is redefining how businesses engage with customers, and connecting them in whole new ways. Whether it's a website or app experience, a private message, a call, an email or a WhatsApp conversation, customers expect more. More self service, more personalization and more delight. Businesses are also evolving their ability to automate such engagements intelligently and at scale, with copilots for more common place questions and rich agent experiences for high value engagement. This new era of service will cross departmental boundaries, from the front office to the back office, and support unified journeys with marketing, sales and commerce. All while augmenting every interaction with intelligent signals, call drivers and CX, and resolution and revenue opportunities. Salesforce is bringing this vision to reality through our best of breed offerings like Case and Knowledge Management, Digital Engagement, Agentforce, Service Einstein Omni-Routing, and Service Cloud Voice, all powered by the Service Cloud platform.

Service Cloud is looking to hire a Senior Product Manager to drive our portfolio product in Digital Engagement and Service Processes. In this role, the PM will drive execution for their product set with AI, automation and rich experiences. This role is heavily cross-functional and will require close collaboration and tight alignment with internal and external partners. From the start of the product development process through launch and scale, this PM will guide engineering, UX, go-to-market strategy, sales, sales enablement and customer success teams.

Responsibilities

• Own the product vision for your area: Ensure that it aligns with the overall product and company vision. Be an expert on the domain, the market, the trends. Evangelize the vision constantly so all stakeholders are aligned, have context, and understand where we are going.
• Represent the customer. Be the champion and voice of customers. Build impactful, personal customer relationships. Bring the customer's voice into the creation process. Own requirements, specifications, and release plans.
• Drive entire feature delivery lifecycle: research customer/user needs; write feature specs and user stories; partner with User Experience to design and prototype; work with engineering to develop, test and deliver a marketable product on time; collaborate with customer facing roles to drive market awareness and customer adoption
• Collaborate across teams: We win or lose as a team. Product managers play a critical role in creating alignment between engineering teams and stakeholders. A collaborative attitude is essential to the job
• Communicate clearly and efficiently: Coordinate product release communications for your components. Define expectations for engineering teams and hold them accountable to success and failures. Work closely with product marketing managers to promote your products both internally and externally and ensure a cohesive message.
• Represent Salesforce: Be a domain and product expert at customer meetings, industry and corporate events, online in customer community, and social networks

Qualifications

• High energy and passion for the job
• Leadership DNA, proven ability to educate, motivate, align employees, customers, and partners.
• 10+ years of experience and 6+ years of solid product management experience with a proven track record of building awesome products from concept to delivery
• Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap.
• Strong problem-solving, organizational and analytical skills, excellent written and oral communication skills, including experience in high-level business discussions.
• Hands-on experience with UX design and flow, designing simple and intuitive user interfaces.
• Professionalism, grace under pressure, dedication and ability to work in a collaborative team environment.

Desired Skills and Experience

• Ability to deliver results in global, matrixed environments comprised of internal and external stakeholders.
• Deep familiarity with the service technology landscape and service user needs is a plus.
• Working knowledge of Salesforce products and APIs is a plus. Domain expertise in Messaging products like SMS, Facebook Messenger, WhatsApp etc
• Experience presenting to executive leadership and handling sensitive customer situations.
• MBA is a plus.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.