Service Cloud Product Manager

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:

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.

Main responsibilities:

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.

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.