Senior Product Manager, Salesforce - GM Energy Job at General Motors (Austin)

Job Description

The Senior Product Manager - Salesforce will be responsible for supporting the successful implementation and adoption of Salesforce platform software. They will help oversee enhancements to GM Energy's Salesforce instances. They will support the long-term product vision for the sales platform, marketing platform, customer care platform and Customer Experience (CX) as executed through the CRM Product Lifecycle. The ideal candidate will have enabled multiple business processes on the salesforce platform and delivered working solutions, successfully serving various business leaders' needs. This role will be heavily responsible for day-to-day 'run-the-business' operations, tracking production issues, and resolution of those issues. The ideal candidate is always looking for ways to improve a product or service to make it better, faster, and more user-friendly. This position reports to the Group Product Manager – Salesforce.

Job Responsibility

Drive development and management of portfolio for delivering Salesforce/CRM Customer Care and Marketing capabilities
Drive project prioritization and business requirements gathering with technical teams leveraging agile development best practices
attend sprint retrospectives to ensure programs are completed with high standards
Evaluate new capabilities and share POV from business and technology aspects
Own parts of the CRM product lifecycle and support the product roadmap
Engage in a consultative approach while documenting the 'whys and hows' of future development
Support development, maintenance and continuous improvement of the metrics and SLAs of the environments in which the Salesforce CRM system has been deployed
Understand and solve complex business and technology challenges related to the implementation of CRM technologies and applications that meet business needs
Support defining of the release process and collaborate with cross functional teams to bring the product or feature to market
Partner with customer care, marketing, creative and experience teams to develop use cases, personalized content and messaging processes and initiates ongoing engagement of customers, leading to continued brand recognition and sales
Develop and support strategies focusing on customer engagement and personalization for successful outcomes and fulfillment of KPI goals
Anticipate and proactively resolve CRM platform issues while working independently
Manage dependencies /Integrations with other digital functions: ERP, OMS, ecommerce, marketing
Collaborate with the customer care enablement team to develop and drive adoption plans for new capabilities, releases, and processes
Organize and facilitate biweekly end of sprint demos to business stakeholders
Organize and facilitate biweekly sprint planning sessions with the development team
Validate, track, and report bugs discovered in Salesforce production environment
Coordinate and support UAT for business end users, including test case execution

Requirements

4+ Years Salesforce Experience
5-7 Years Product Management Experience
Bachelor's degree in a relevant business, marketing, or technical field required
Unique combination of being business-minded and highly analytical
Experience working with technical & functional resources and following an Agile based delivery methodology
Deep understanding of customer care / call center processes, marketing journey development, sales processes, lead generation, and lead management
The strategic ability to connect business processes and Salesforce for best practices across multiple departments of an enterprise level company
Ability to understand the business, business needs, and identify areas that can be optimized
Ability to think critically, solve problems, make decisions and build trust across the organization
Excellent interpersonal skills, as well as excellent communication skills, verbal and written
Demonstrate self-motivation and the ability to grasp concepts quickly
Experience with declarative Salesforce development and configuration
Embrace data driven & customer insights to inform plans, launches, and iterations
Strong organizational skills with proven track record of efficiently executing complex projects to completion at a high level of quality
Demonstrated high level of interpersonal skills required to effectively collaborate, motivate, and facilitate others in group situations
Desire to work in a complex and evolving environment and to bring an innovation mindset
Comfort working in a fast-paced start-up technology environment is essential
Highly proficient in oral and written communication skills
Strong computer software skills, especially Microsoft Office, including familiarity with MS Excel, MS PowerPoint, and MS Project

Nice to have

Experience working as a customer-facing consultant for a Salesforce professional services team (either Salesforce or a Salesforce consulting firm)
Active Salesforce Certifications: Service Cloud, Sales Cloud, Experience Cloud, Marketing Cloud Email Specialist, etc.

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Senior Product Manager, Salesforce - GM Energy

Job Description

Job Responsibility

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