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Service Cloud Product Manager

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Project description:

As the Digital Product Manager, Service Cloud, you will help shape and execute our strategy to optimize customer engagement, retention, and acquisition. You will play a critical role in leading the deployment and adoption of Salesforce Service Cloud across multiple business units worldwide. As part of a 3-person global product team (covering Sales, Marketing, and Service Clouds), you will be the dedicated lead for Service Cloud.You will work closely with an external implementation partner, cross-functional teams including Marketing, Sales, Commercial Excellence and IT to ensure a successful rollout, while driving standardization and scalability across regions. Post-implementation, you will define and manage the product roadmap, ensuring Service Cloud evolves to meet business needs and delivers maximum value.

Requirements:

Post-Implementation & Product Ownership

• Own the Service Cloud product roadmap, aligning with business strategy and user needs. 
• Manage and prioritize the product backlog, considering customer experience, business objectives, and competitive landscape. 
• Gather, analyze, and prioritize new requirements, translating them into actionable features and enhancements. 
• Monitor adoption, collect user feedback, and drive continuous improvement of Service Cloud capabilities. 
• Keep track of Salesforce product innovations and the competitive landscape to shape future product evolution. 
• Collaborate with other product managers (Sales Cloud, Marketing Cloud) to ensure a consistent and integrated CRM ecosystem. 

Stakeholder & Change Management

• Partner with business leaders across multiple regions and functions (customer service, operations, IT, commercial excellence, etc.) to align on priorities. 
• Drive alignment between global and local teams to minimize customizations and maximize adoption of a standardized template. 
• Communicate product vision, roadmap, and updates effectively to all levels of stakeholders. 
• Support change management initiatives to ensure user engagement and adoption. 

Essential Skills & Experience 

• Proven experience as a Product Owner / Product Manager with responsibility for Salesforce Service Cloud (or equivalent customer service platforms) in an enterprise environment. 
• Strong understanding of Service Cloud capabilities (case management, knowledge base, omni-channel, service console, CTI, self-service portals, etc.). 
• Experience leading enterprise-scale implementations in partnership with system integrators or external vendors. 
• Excellent skills in capturing, prioritizing, and delivering user stories in an agile environment. 
• Strong stakeholder management and influencing skills, with the ability to balance global standardization with local business requirements. 
• Solid understanding of product management practices: roadmap development, backlog management, requirement gathering, and continuous improvement. 
• Strong analytical and problem-solving skills with business acumen. 
• Excellent communication skills (written and verbal) in English. 

Preferred Skills & Experience 

• Salesforce certifications (e.g., Service Cloud Consultant, Administrator, Product Owner/Business Analyst) are a strong plus. 
• Experience in multi-country, multi-business unit deployments. 
• Knowledge of IT integrations with ERP, finance, or analytics systems. 
• Prior experience in customer service or operations functions is advantageous. 

Service Cloud Product Manager

Apply for this job

Project description:

As the Digital Product Manager, Service Cloud, you will help shape and execute our strategy to optimize customer engagement, retention, and acquisition. You will play a critical role in leading the deployment and adoption of Salesforce Service Cloud across multiple business units worldwide. As part of a 3-person global product team (covering Sales, Marketing, and Service Clouds), you will be the dedicated lead for Service Cloud.You will work closely with an external implementation partner, cross-functional teams including Marketing, Sales, Commercial Excellence and IT to ensure a successful rollout, while driving standardization and scalability across regions. Post-implementation, you will define and manage the product roadmap, ensuring Service Cloud evolves to meet business needs and delivers maximum value.

Requirements:

Post-Implementation & Product Ownership

• Own the Service Cloud product roadmap, aligning with business strategy and user needs. 
• Manage and prioritize the product backlog, considering customer experience, business objectives, and competitive landscape. 
• Gather, analyze, and prioritize new requirements, translating them into actionable features and enhancements. 
• Monitor adoption, collect user feedback, and drive continuous improvement of Service Cloud capabilities. 
• Keep track of Salesforce product innovations and the competitive landscape to shape future product evolution. 
• Collaborate with other product managers (Sales Cloud, Marketing Cloud) to ensure a consistent and integrated CRM ecosystem. 

Stakeholder & Change Management

• Partner with business leaders across multiple regions and functions (customer service, operations, IT, commercial excellence, etc.) to align on priorities. 
• Drive alignment between global and local teams to minimize customizations and maximize adoption of a standardized template. 
• Communicate product vision, roadmap, and updates effectively to all levels of stakeholders. 
• Support change management initiatives to ensure user engagement and adoption. 

,[Deployment & Implementation, Lead the global deployment of Salesforce Service Cloud, partnering with the external implementation partner. , Collaborate with business stakeholders, Product and IT teams to identify dependencies and ensure seamless integration with other Salesforce products (Sales Cloud, Marketing Cloud, Data Cloud) and enterprise systems. , Capture, refine, and prioritize user stories in alignment with business objectives. , Oversee functional design, testing, and delivery, ensuring quality and timely execution. , Act as the bridge between stakeholders and technical teams, ensuring requirements are clearly understood and implemented. , Advocate for standardization of processes and configurations while balancing local business needs.  Requirements: Cloud, Salesforce, User stories, Stakeholder management, Backlog management, Testing, CRM, Product vision, Communication skills, Business Analyst, ERP

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