Salesforce is looking to hire a Director and Senior Director of Product Marketing to lead the strategy, messaging, and go-to-market (GTM) execution for their rapidly growing portfolio of Contact Center and Customer Experience (CX) products, specifically in the Contact Center as a Service (CCaaS) and Workforce Engagement Management (WEM) markets. The goal is to define how the platform is positioned against competitors, create compelling value propositions, and enable the global sales organization to win major deals.
Requirements
- Minimum of 8+ years of increasing responsibility in Product Marketing, with at least 5 years specifically focused on Enterprise SaaS platforms for Contact Center as a Service (CCaaS), Workforce Engagement Management (WEM), or AI-powered Customer Experience (CX) solutions.
- Must possess deep technical fluency in cloud telephony (VoIP, SIP), Automatic Call Distribution (ACD), Interactive Voice Response (IVR), and other core voice infrastructure components.
- Proven success marketing complex, integrated platforms (not just point solutions), and developing tailored messaging for major enterprise industry segments.
- Expert-level knowledge of omnichannel routing, digital channels (chat/messaging), and the business case for AI-powered deflection and automation in the contact center.
- Proven success in a high-growth, high-urgency competitive environment, demonstrating an ability to effectively position products against well-established market leaders in the CCaaS space.
- Demonstrated track record of leading major product launches and successful GTM campaigns in a complex, global enterprise B2B environment.
- Ability to translate market research, competitive analysis, and usage data into actionable strategic recommendations and compelling, data-backed messaging, with a clear focus on revenue impact (e.g., average handle time, cost per contact, sales conversion).
Responsibilities
- Own the global narrative, product positioning, and key messaging for the Contact Center product portfolio, ensuring differentiation against key industry players and resonance with CXOs, Contact Center VPs, and Operations Directors, including the development of clear Return on Investment (ROI) and Total Cost of Ownership (TCO) models.
- Lead the development of industry-specific messaging and materials that articulate the unique value of our CCaaS platform across key verticals (e.g., Financial Services, Retail, Healthcare), enabling customized sales engagements.
- Define the messaging and market opportunity for digital channels (chat, messaging, social) and customer self-service solutions . Develop the narrative around shifting service interactions to high-efficiency, high-satisfaction digital channels.
- Design and execute world-class GTM strategies for new product launches, feature releases, and major updates, coordinating across product management, sales, demand generation, and enablement teams to drive pipeline contribution and Annual Contract Value (ACV) growth .
- Create high-impact sales tools, including pitch decks, demos focused on agent and supervisor experience, competitive battlecards, and training materials that equip the global sales force to confidently articulate product value, specifically improving sales win rates .
- Serve as the primary PMM lead for major industry analyst engagements (e.g., Gartner Magic Quadrant, Forrester Wave) to influence market perception and secure favorable positioning.
- Own competitive intelligence, translating market insights across CCaaS, WEM, and AI/Automation into actionable strategies that inform product roadmap priorities.
Other
- For the Senior Director role, directly lead, mentor, and develop a team of 5 product marketing managers . Foster a culture of excellence, accountability, and continuous learning within the team to maximize output and career growth.
- Act as the strategic link between Product Management, Sales Leadership, and Demand Generation to ensure alignment on roadmap priorities, sales goals, and campaign execution.
- Partner closely with the Demand Gen team to provide the core product and solution messaging required for campaigns, events, and vertical outreach.
- Exceptional written and verbal communication skills, with a proven ability to present complex topics simply and persuasively to executives, internal teams, and external customers.
- For the Senior Director role, proven experience in successfully hiring, mentoring, and managing a team of product marketing professionals, preferably a team of 5 or more. Must demonstrate a high degree of accountability and a hands-on approach to execution.
