Director of Product Management, Data Cloud
Salesforce
CloudOpen SourceSFDC
Job Level
Mid-LevelSenior
Tech Stack
CloudRuby on RailsSFDC
About the role
- Oversee configuration, customization, and maintenance of Salesforce Service Cloud.
- Administer and enhance case management processes, including routing, escalation, SLAs, and resolution workflows.
- Build and maintain automation (Flows, approval processes, business rules) to streamline support operations and improve efficiency.
- Partner with internal teams to integrate Salesforce with systems such as Gainsight, Front, and Snowflake, ensuring consistency and alignment across platforms.
- Collaborate on cross-functional initiatives by providing expertise on how Salesforce can support enterprise-wide customer success strategies.
- Work closely with Customer Experience Operations teams to understand workflows, challenges, and opportunities for process improvements.
- Deliver solutions that improve customer satisfaction and operational efficiency.
- Provide end-user support and manage escalations, ensuring quick and effective resolution of system-related issues.
- Manage user setup, roles, and permissions to ensure proper access and data security.
- Partner with stakeholders to prioritize feature requests, enhancements, and integrations.
- Communicate system changes and enhancements to end users with appropriate documentation and training.
- Proactively manage release updates, system health checks, and security reviews to ensure platform stability.
Requirements
- 3+ years in Support Operations, Revenue Operations, or Salesforce administration role at a SaaS company.
- Proven experience as an SFDC Administrator, with a focus on Service Cloud and other Customer Experience Platforms.
- Basic understanding of Sales Cloud and its key functionalities.
- Experience with Customer Success software (e.g., Gainsight) is a must.
- Strong analytical and problem-solving skills, with the ability to map business processes to technical solutions.
- Excellent communication skills, both written and verbal, with the ability to convey complex technical concepts to non-technical stakeholders.
- Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.
- Demonstrated ability to drive projects to completion and deliver results on time.
- Adaptability to evolving technology and business needs.
