Director, Product Management

Cloud - Chief Customer team will be responsible for driving expansion, adoption, and retention of Service Cloud. This role will report to the Chief Customer Officer for Service Cloud, with the goal of inspiring, empowering, and guiding companies to deliver the most effective service in their industries by fully utilizing Service Cloud (and enabling teams and partners to do the same) to continuously improve their service maturity as they prepare for and execute AI+Data transformation.

Key Responsibilities:

• Lead initiatives to drive growth to support customer adoption

• Increase adoption for AI + Data Readiness

• Strategic Customer Advisor for Service

• Speak on Service Maturity at monthly Events & Roundtables, partnering with product marketing

• Periodic Content and Roadmap by release (partnering with product management and product marketing)

• Acts as amplifier of service vision and drives cross-product demos that showcase the future of service

Qualifications:

• 10+ years of experience in product management, customer experience, or related roles within the CRM or enterprise software industry.

• Proven track record of leading product teams and delivering successful software products.

• Strong understanding of Salesforce CRM systems and their applications in business environments.

• Exceptional leadership, communication, and interpersonal skills.

• Ability to think strategically and execute tactically.

• Experience leveraging data and insights to drive decision-making.

• Passion for customer success and a deep commitment to delivering exceptional customer experiences.

We are seeking a passionate, experienced, product leader to drive the continued success of Salesforce's market-leading Service Cloud product. Focus is on the EMEA region.
Responsibilities:

• Drive product adoption of Service Cloud through the creation of scalable processes and assets

• Work closely with cross-functional teams on pre-sales and post-sales customer engagements to meet commercial business objectives

• Own the engagement strategy for the Service Cloud Product team with the Service Cloud ecosystem in EMEA

• Represent Salesforce as a product expert in customer interactions, industry and corporate events, and through community sites and social media.

• Deliver regular enablement content to support customer success and adoption of key capabilities

• Evangelize innovation (e.g. Agentforce agentic AI solutions) in the context of Service Cloud

• Feed strategic customer requirements into the Product team and drive resolution of strategic customer requests

Key Competencies:

• High energy and passion for the job

• 5+ years of Customer Service domain experience

• Experience presenting to C-suite executives

• Strong organizational and analytical skills, excellent written and oral communication skills, including experience in high-level business discussions

• Experience in gathering and transforming customer needs into product requirements and operational solutions

• B.S. degree (Computer Science, MIS or related degree preferred)

Desired Skills and Experience:

• Experience building and implementing service solutions

• Salesforce Admin, Service Cloud Consultant Consultant Certifications

• Experience in one or more key industry verticals such as manufacturing, utilities, telecommunications, public sector, commercial business services, and healthcare.

• Position requires up to 30% travel

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

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