Salesforce is looking to guide the global expansion of its Service Cloud's omnichannel capabilities, ensuring compliance and regulatory needs are met in key global markets.
Requirements
- 5+ years of product management experience (or relevant experience).
- Gathering and transforming business requirements and market needs into a successful product strategy.
- Strong troubleshooting and analytical thinking skills.
- Experience managing customer experience/CRM solutions
- Service and Support automation experience a very strong plus.
- Experience with call center technologies and processes is a plus.
- Working knowledge of Salesforce products and APIs is a plus.
Responsibilities
- Work closely with external vendors and partners to ensure geographical coverage and compliance needs for voice, SMS and social channels.
- Work with internal legal and compliance teams to put in place processes to ensure compliance and regulatory filings for key global markets.
- Work with product managers and engineering counterparts to productize compliance and regulatory capabilities.
- Collaborate with the marketing and sales team to enable and educate the field on key compliance and regulatory needs and be a key contributor for global expansion of omnichannel capabilities.
- Own the vision for global expansion with particular focus on compliance and regulatory needs.. Ensure that it aligns with the overall product and company vision.
- Represent the customer. Be the champion and voice of customers. Build impactful, personal customer relationships. Bring the customer's voice into the creation process. Own requirements, specifications, and release plans.
- Drive for the best customer experience possible. Work closely with UX to develop, test, and deliver assets to engineering. Work with the technology team to deliver a world-class product driven by customers, prospects, advisory teams and internal product experts. Drive the end to end feature deliver cycle.
Other
- Strong organizational, written and oral communication skills.
- Comfort in high-level business discussions with internal and external executives.
- Proven ability to deliver on commitments.
- Ability to lead and work autonomously.
- Ability to handle multiple competing priorities in a fast-paced environment.
