Product Director

About Salesforce

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The Customer Success Group’s (CSG) Success Plan product management organization is responsible for managing Salesforce’s Customer Success Plan offer portfolio (Standard, Premier, and Signature Success Plans) with which we enable our customers to realize value from their Salesforce technology investments. We work backward from the customer to address their needs across all customer segments (Small Business, Commercial, and Enterprise) and across all Salesforce products. The team is the “voice of the customer and market” to the rest of the CSG organization and we work across all functions within CSG and all the Salesforce product organizations to continuously enhance the customer value and experience delivered by the Success Plans offer portfolio.

Role Description:

Salesforce Success Plans proactively set customers up for success by equipping them with the skills, information, insights, and expert guidance needed to drive adoption, scale Salesforce implementations across their organizations, and maximize business value. We are seeking an experienced Product Manager to join our Customer Success product management team to help us bring our latest and greatest innovations in the Success Plans offer portfolio to our acquisitions.

The Salesforce Success Plans proactively sets up customers to be successful by ensuring that customers have the right skills, information, insights, and access to expertise. We are seeking an experienced Product Manager to join our Customer Success Product Management team. In this role, you’ll ensure that our various M&A integrations and strategic new Salesforce products are supported by the latest innovations in the Success Plans portfolio—driving stronger product adoption, faster time-to-value, and long-term customer success. In this role, the product manager will understand customer needs across all Salesforce customer segments and products, and ensure that the Success Plan portfolio can meet those needs. You will have the opportunity to work on some of the most complex and rewarding Success Plans launches and be relied upon to inform and heavily influence how we deliver value to our Customers.

Responsibilities:

• Demonstrate thought-leadership via the offer portfolio strategy & vision, connecting it to Salesforce’s overall strategy.
• Quickly become an expert in the acquired products, their existing support/success portfolio and GTM so you can build comprehensive proposals for launch of Success Plans for M&A
• Collaborate with key stakeholders across Salesforce GTM, M&A, Corp Dev, product/engineering and CSG organizations in developing and managing the offer roadmap for M&As and strategic new Salesforce products
• Work backward from customers, to develop Success Plan features and functionality to help customers realize maximum value from their Salesforce investments
• Have accountability for the end-to-end lifecycle for the Success Plan product starting with concept definition, launch, customer experience, and successfully growing the business.
• Use data and insights from customers, partners, sales, and delivery teams to develop points of view and feature recommendations for Success Plan portfolio.
• Have accountability for post-launch success of the offers and features, including customer adoption and financial success.

Minimum Requirements:

• Must be customer-obsessed, curious, and empathic, with a strong sense of ownership and accountability
• 10+ years of Product Management experience, with experience bringing new products to market and growing products into successful businesses
• Product management experience in SaaS, public cloud, or Large Enterprise B2B software
• Experience in Support, Success, or Services product management is a plus
• Prior experience integrating acquired company’s product/services portfolio is a plus
• Demonstrated ability to systematically simplify complex problems and articulate clear, strategic points of view for solving them
• Effective communicator across all levels of the organization, including driving discussions with senior executives
• Demonstrated ability to lead a high-performing cross-functional team and and foster a culture of innovation and collaboration

Preferred Requirements:

• Experience leading product management teams and managing multi-product portfolios
• Experience in Salesforce products and technologies
• M.B.A.

Please note: This role is Office Flexible. The expectation is that you will work from an office 3 days/ week