Description

This is an exciting opportunity for a role in Salesforce’s DET to drive a product portfolio and team supporting the applications of our Customer Success organization. It is the primary contact center in Salesforce tasked with solving our customers' issues from simple administrative problems to complex support issues requiring engagement by our R&D teams. The Product Owner will support building and designing applications for Support Engineers through project initiation, execution, and deployment. The products include managing Salesforce’s own internal Service Cloud instance for Support Engineers, Automation with Prompt Builder, Agentic use cases, and Case Handling applications.

This product role is also responsible for supporting roadmaps, influencing the balance of scope-budget-timelines, and demonstrating agile expertise with functional-technical-operational processes are some of the other key capabilities for this role. Inspire delivery partners and stakeholders with an amiable aloha attitude, succinct storytelling, passionate pursuit of project performance, and a communal consciousness. Are you that somebody?

Responsibilities:

• Support a strategic roadmap of initiatives for techno-functional innovation in the industry-defining environment for Customer Success.

• Facilitate timely decision-making across a broad network of stakeholders, delivery partners, and operational teams.

• Quickly adopt awareness and demonstrate command of policies, processes, and programs with discernment of the different pressure-points for each.

• Collaborate with security, legal, architecture, engineering, quality, support, experience, and program management partners in coordinating delivery of complex, multi-multi objectives.

• Represent and lead diverse delivery functions in program/project core team and executive steering committee meetings.

• Accountability for team integrity, product excellence, decision making, delivery estimates and roadmaps, career development, client communications, and project outcomes.

Required Skills/ Experience:

• Minimum of 2 years of professional experience with product, architecture, career and client leadership

• B.A., B.Sc. or equivalent

•Experience in enterprise products/applications with an emphasis on Service Cloud and enterprise Support business functions

• Assessing the capabilities, impact and shortcomings of changes in enterprise business architectures and processes from a technical and business standpoint

• Familiar and comfortable with agile/scrum development methodologies

• Communicate with business as well as technical audiences. Able to write clear and concise

documentation, excellent written and spoken communication skills

• Function independently and as part of a team under aggressive deadlines in a fast-paced environment, convey a strong professional image, exhibit interest and positive attitude toward all assigned work, and strive for continued improvement.

• Impressive presentation skills and experience communicating and convincing audiences from analysts to C-suite

Desired Skills/Experience:

• Familiarity with object-oriented programming and experience with J2EE technologies

• Experience in professional services roles/engagements

• Agile/scrum certifications

• Force.com certifications

• SaaS business model/operations

• Experience with the Force.com and Visualforce development platforms highly beneficial

• Travel requirements: less than 10%