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SolarWinds

IT infrastructure management and observability software

Lead Product Manager - Salesforce Service Cloud, Zoom Contact Center

Product ManagementPosted on Nov 13
Full-timeNo salary listedIn-person

About the Job

Requirements

  • At least 10 years of IT or business systems experience across the full software development lifecycle, including analysis, design, development, testing, implementation, and documentation.
  • At least 5 years of hands-on Salesforce Service Cloud experience, including configuration, data modeling, automation, and process design in a complex enterprise organization.
  • At least 3 years of hands-on experience with Customer Success Platforms, including Feedback Management, Customer Sentiment Tracking, and Customer 360 or an equivalent platform.
  • Hands-on experience delivering case management, survey management, and reporting capabilities in Salesforce.
  • Experience directing offshore or distributed Salesforce development teams through agile sprint delivery.
  • Deep understanding of customer support operating models, including case assignment and routing rules, tiered support model configuration, skills-based routing, and survey management.
  • A bachelor's degree (four-year) in a technical or business field is required.

Responsibilities

  • Own and manage end-to-end web-to-case and email-to-case processes within Salesforce Service Cloud and the Customer Portal, including the roadmap, enhancements, and continuous improvement.
  • Serve as the primary subject matter expert for web-to-case processes, including case assignment rules, queue-based routing, and Omni-Channel skills-based routing.
  • Define, document, and optimize case routing processes and the case data needed to improve customer service and technical support processes and time-to-close metrics.
  • Partner with Support leadership to ensure accurate metrics are captured and reduce manual effort where possible.
  • Collaborate with functional leadership and stakeholders to align priorities and sequencing across Service Cloud.
  • Provide strategic guidance on process design and technology footprint for support and business teams, with hands-on involvement in implementations.
  • Assist with end-to-end processes and the technology stack for support phone queues and chat.
  • Serve as a subject matter expert for Zoom Contact Center and Zoom Chat.
  • Collaborate with IT, which serves as the primary subject matter expert and system owner.
  • Collaborate with functional leadership, stakeholders, and IT to align priorities and sequencing across Zoom.
  • Own and manage the end-to-end Customer Success Management domain built within Salesforce, including customizations, Salesforce Engagements, and Salesforce Account Plans.
  • Serve as the primary subject matter expert for Customer Success Management processes, Salesforce custom builds, Engagements, and Account Plans.
  • Provide strategic guidance on process design and technology footprint for customer success and business teams, with hands-on involvement in implementations.
  • Own a minimum four-quarter rolling roadmap for Service Cloud and Customer Success Management domains, sequenced with functional leadership.
  • Evaluate Salesforce native capabilities against AppExchange or adjacent third-party tools and provide strategic guidance on process design and technology footprint.
  • Contribute to CRM platform architecture and governance decisions alongside the Director and peer product managers.
  • Lead discovery and design for new capabilities, producing functional and high-level technical design documents for the offshore delivery team.
  • Work closely with offshore Salesforce development teams across sprint cycles, owning backlog priority, story quality, and acceptance.
  • Coordinate cross-system impacts across support and customer success automation, data enrichment, Service Cloud, and downstream reporting and data platforms.
  • Own release readiness, test strategy, user acceptance testing coordination with business users, deployment planning, and post-release validation.
  • Manage concurrent workstreams and set clear expectations with stakeholders on scope, sequencing, and timelines.
  • Advise Customer Support Operations, Support Leadership, and Customer Success Leadership on technology and process design.
  • Facilitate structured discovery sessions to frame problem statements, quantify business impact, and capture detailed requirements.
  • Communicate trade-offs and prioritization rationale to senior stakeholders, and negotiate scope while maintaining platform health.
  • Own adoption and enablement, including documentation, process flows, training, and change management for new capabilities.
  • Mentor product owners on domain knowledge, requirements quality, and solution design.

Desired Qualifications

  • Salesforce certifications such as Service Cloud Consultant, Administrator, Advanced Administrator, or Platform App Builder are strongly preferred.

About the Company

SolarWinds

IT infrastructure management and observability software

SolarWinds provides IT management and observability software that helps organizations monitor and manage their networks, systems, databases, and applications across on-premises, cloud, and hybrid environments. Its SolarWinds Platform collects performance data from devices and services and presents dashboards, alerts, and automated workflows to detect issues and guide resolutions. It differentiates itself with a single, unified platform that spans network, systems, apps, and IT service management, with strong multi-cloud support and a broad partner ecosystem. Its goal is to help IT teams and MSPs prevent outages, optimize performance, and maintain security and compliance across large, diverse environments.

Company size
1,001-5,000
Company stage
IPO
Headquarters
Austin, TX
Founded
1999

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