The Manager, Product Owner for Salesforce Service Cloud is instrumental in steering the strategic and operational aspects of the Salesforce Service Cloud platform, aligning it with business objectives and customer service goals. This role ensures the effective deployment, customization, and utilization of Service Cloud capabilities to improve customer service processes and deliver an optimal experience to customers.
Position Responsibilities may include;
- Platform Leadership: Serve as the key stakeholder and expert on the Salesforce Service Cloud platform, aligning it with the company's customer service strategy.
- Requirements Collection: Engage with customer service, technical teams, and other departments to gather in-depth requirements, translating them into platform features and user stories.
- Backlog Management: Maintain and prioritize the product backlog, ensuring tasks and features align with the company's customer service strategy and objectives.
- Stakeholder Engagement: Regularly update relevant stakeholders on platform developments, new features, and ongoing projects.
- Platform Customization: Ensure Salesforce Service Cloud is tailored to the specific needs of the customer service team, including case management, knowledge base, and other relevant features.
- Integration Oversight: Ensure that Salesforce Service Cloud is seamlessly integrated with other enterprise tools, platforms, and systems to provide a holistic customer view.
- Data Management: Oversee data quality and accuracy, ensuring that customer information and interaction history are up-to-date and accessible.
- Training Initiatives: Organize and conduct training sessions for end-users, ensuring they are proficient with the platform and can utilize its full capabilities.
- Analysis and Reporting: Regularly assess customer service metrics and generate reports to provide insights and recommendations for improved strategies.
- Continuous Enhancement: Keep abreast of Salesforce Service Cloud updates and industry best practices to maintain a cutting-edge customer service platform.
- Perform other tasks as assigned
Nature & Scope:
- Ensures work is aligned with the Director's expectations, goals, and vision
- Accountable for implementation of policies, processes, and procedures for short-term results
- Decisions and problem-solving are guided by policies, procedures and business plan; receives guidance from Senior Manager/Director
- Works on difficult to moderately complex issues and projects
- Provides guidance and training to subordinates
- Has authority to hire, recommend pay, establish performance and recommend for termination
- Level of signing authority established by company policy/guidelines
Knowledge & Skills:
- Deep understanding of Salesforce Service Cloud features and best practices.
- Strong ability to bridge the gap between technical and non-technical stakeholders.
- Excellent communication and stakeholder management abilities.
- Knowledge of Agile methodologies and processes.
- Knowledge of the Salesforce platform, including both classic and lightning versions.
Experience:
- 3-5 years of experience with Salesforce administration, customization and configurations and/or;
- 3-5 years in product management including defining roadmaps and owning product lifecycle and/or;
- 3-5 years in HVAC industry with understanding of OEM "Go-to-Market" (GTM) strategies a plus;
- 3-5 years in leadership positions leading cross functional teams.
Education/Certification:
- Bachelor's degree in Marketing, Business, Information Technology, or related field.
- Salesforce Service Cloud certification is a significant advantage.
People Management : Yes
Physical Requirements / Work Environment:
- Must be able to perform essential responsibilities with or without reasonable accommodations. 20% travel for training or conferences
Reports To:
- Director, Platform Owner Salesforce with dotted line to Sales Leadership
Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.
