Salesforce Service Cloud Product Owner

The Commercial Operations Salesforce Product Owner is a team member in Commercial Operations who supports other functional groups including Customer Service, Technical Support, Marketing, and others to drive and measure efficiency and a better understanding of our business and customers through use of digital tools. They will have a primary focus on Salesforce.com administration, though other integrated platforms are also in scope including Zendesk and ServiceMax. The Product Owner will contribute to cross-functional initiatives and is responsible for upkeep of the current platform, maintenance of high-quality data, and creation of new functionalities. 

Individuals applying for this position must be self-starters, strategic thinkers, action driven, flexible in changing direction and methods, thrive in a fast-paced environment, excel at managing multiple priorities, succeed in communicating with all levels within the organization and provide immediate contribution.

What you will be doing:

• Own overall success of the Salesforce.com Service Cloud product and Zendesk.
• Contribute to vision and strategy for Service Cloud projects and continuous improvement.
• Collaborate with Stakeholder teams and others in the Commercial Operations team to define improved business value and ROI delivery for Service Cloud.
• Define business case; develop User Stories and Requirements to ensure consistent product delivery.
• Manage backlog, iteration planning for Salesforce Service Cloud.
• Plan and approve release content and functionality.
• Resolve impediments to ensure completion of sprint goals.
• Work closely with Productivity Engineering to ensure alignment with other systems and platforms.
• Plan and contribute to the execution of change management and training.
• Create communications that describe newly created platform functionality and provide instruction for Users about how to use it effectively. 
• Work with leadership to maintain product roadmap learning current business processes and transforming that to a modern/efficient business workflow.
• Define, prioritize, and groom the product backlog; sets priorities/goals for the iteration.
• Own the ’Definition of Done’ and evaluate whether we can deliver sufficient additional value compared to other items on the backlog.
• Own resolution of daily scope/product requirements blockers for the delivery team.
• Create and manage reports and dashboards to allow visibility into the effectiveness of service oriented processes.
• Ongoing support of key commercial activities including but not limited to: customer service and technical support training programs, strong liaison with Sales (both Inside and Field).  

Minimum Qualifications:

• Bachelor’s degree required, or equivalent work experience.
• 7+ years of experience in relevant technology-based commercial job functions. e.g. sales, business, strategic planning, management consulting
• Salesforce Admin Certification
• Previous experience in software development and/or support and knowledge of Agile development models
• Intimate knowledge of Salesforce Lightning, Service Cloud and Zendesk is required.

Preferred Skills:

• Strong interpersonal skills including communication, collaboration, and negotiation capabilities.
• Knowledge of Salesforce Case Assignment routing, Configure Price Quote (CPQ), Knowledgebase, CTI, Chat bot, EDI, and ERP integrations. 
• Familiarity with Zendesk and ServiceMax
• Effective presentation and communication skills with industry professionals, scientists, peers, and senior management
• Self-starter with ability to take leadership in an unstructured environment.
• Proven ability to influence cross-functional teams with and without formal authority.
• Excellent Excel modeling skills are essential.
• Learning & development or instructional design experience is a plus.
• Ability to project manage independently and to operate under tight deadlines. 
• Strong organizational skills with high attention to detail

*THIS IS A FULLY REMOTE POSITION AND CAN BE BASED ANYWHERE IN THE USA 

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