Cengage Group is looking to boost customer engagement, operational efficiency, and revenue growth by defining and delivering CRM capabilities through Salesforce Sales & Service Cloud.
Requirements
- Demonstrated ability as a Product Owner or Salesforce Administrator working with Sales Cloud and/or Service Cloud.
- Proven success in delivering CRM solutions that support sales processes, customer service operations, and marketing initiatives.
- Experience implementing or optimizing quote-to-cash processes, including CPQ and billing.
- Experience with Salesforce Data Cloud or other CDPs for customer data unification and activation.
- Good understanding of Salesforce architecture, data model, automation tools (Flows, Process Builder), and reporting.
- Experience with Agile methodologies and tools such as Jira, monday.com, or similar.
- Familiarity with Salesforce integrations, APIs, and third-party tools.
Responsibilities
- Own and prioritize the Salesforce product backlog, ensuring alignment with strategic objectives and improving value delivery.
- Define and manage the roadmap for Sales Cloud and Service Cloud enhancements, including automation, integrations, and user experience improvements.
- Partner with Salesforce developers and admins to deliver scalable solutions, ensuring high-quality configuration and development.
- Lead sprint planning, backlog grooming, and release management activities in an Agile environment.
- Supervise and optimize CRM workflows, lead routing, case management, and reporting to improve team productivity and customer satisfaction.
- Resolve problems and provide assistance on Salesforce guidelines, data integrity, and system performance.
- Collaborate with IT and third-party vendors to manage integrations with marketing automation platforms, data warehouses, and other enterprise systems.
Other
- Partner with Sales, Service, and Marketing team leaders to gather business needs and translate them into user stories and technical specifications.
- Superb communication skills with the ability to translate business needs into technical requirements.
- Strong analytical and problem-solving skills with attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Familiarity with supporting multiple go-to-market models and aligning CRM capabilities accordingly.
