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Product Manager, Service Cloud
Ref No.: 17-00792
Location: Not determined, California
Position Type:Direct Placement
Product Manager, Service Cloud
 
 
The Service Cloud is the world's number one customer service application and a rapidly growing $2B business. Our team is looking for a Product Manager to guide product areas within our award winning customer service product related to agent facing features such as Case Management, Service Channels (Email and Voice), Agent Experience and Agent Productivity.
This role calls for a strong, proactive leader capable of autonomously driving projects. Ideally you have demonstrated an excellent track record for driving new product capabilities from initial concept to successful delivery and market adoption. Product managers who thrive in a fast paced, collaborative environment, and love working with the best technology team in the world should apply.
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 for the best customer experience possible. Work closely with UX to develop, test, and deliver assets to engineering. Work with the technology team to deliver a world-class product driven by customers, prospects, advisory teams and internal product experts. Drive the end to end feature deliver cycle.
  • Measure success. Measure everything. A feature's release does not dictate success. Define what success means for each feature and each function before it even goes to development. Develop ways to constantly define and monitor success.
  • 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 as a domain and product expert at customer interactions, industry and corporate events and online in customer community and through social networking.
Experience/Skills Required
  • Leadership DNA - proven ability to set a vision, excite and lead a cross-functional engineering team.
  • 2+ years of product management experience (or relevant experience).
  • Gathering and transforming business requirements and market needs into a successful product strategy.
  • Strong organizational, written and oral communication skills.
  • Comfort in high-level business discussions with internal and external executives.
  • Proven ability to deliver on commitments.
  • Ability to lead and work autonomously.
  • Ability to handle multiple competing priorities in a fast-paced environment.
  • Strong troubleshooting and analytical thinking skills.
  • Bachelor's degree (technical disciplines preferred).
Experience/Skills Desired
  • Experience managing desktop software products, email and calendar products, productivity applications.
  • Cloud computing experience is a strong plus.
  • CRM/Salesforce automation experience a very strong plus.
  • Working knowledge of Salesforce products and APIs is a plus.
  • Experience presenting to executive leadership and handling sensitive customer situations.
  • Strong user experience/design sense, with a record of building great products.
  • Experience with agile development methodologies like Scrum is a plus.
  • Understanding of software architecture and object oriented design is a plus.
  • Experience with customer service software products is a plus.
  • Experience with call center technologies and processes is a plus.
  • MBA is a plus.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
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Salesforce will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Seniority Level
Not Applicable
Industry
·       Computer Software
·       Information Technology and Services
·       Internet
Employment Type
Full-time
Job Functions
·       Product Management/Engineering