Salesforce Service Cloud Product Owner

The Commercial Operations Salesforce Product Owner is a team member in Commercial Operations who supports other functional groups including Customer Service, Technical Support, Marketing, and others to drive and measure efficiency and a better understanding of our business and customers through use of digital tools. They will have a primary focus on Salesforce.com administration, though other integrated platforms are also in scope including Zendesk and ServiceMax. The Product Owner will contribute to cross-functional initiatives and is responsible for upkeep of the current platform, maintenance of high-quality data, and creation of new functionalities. Individuals applying for this position must be self-starters, strategic thinkers, action driven, flexible in changing direction and methods, thrive in a fast-paced environment, excel at managing multiple priorities, succeed in communicating with all levels within the organization and provide immediate contribution. What you will be doing:

Own overall success of the Salesforce.com Service Cloud product and Zendesk. Contribute to vision and strategy for Service Cloud projects and continuous improvement. Collaborate with Stakeholder teams and others in the Commercial Operations team to define improved business value and ROI delivery for Service Cloud. Define business case; develop User Stories and Requirements to ensure consistent product delivery. Manage backlog, iteration planning for Salesforce Service Cloud. Plan and approve release content and functionality. Resolve impediments to ensure completion of sprint goals. Work closely with Productivity Engineering to ensure alignment with other systems and platforms. Plan and contribute to the execution of change management and training. Create communications that describe newly created platform functionality and provide instruction for Users about how to use it effectively. Work with leadership to maintain product roadmap learning current business processes and transforming that to a modern/efficient business workflow. Define, prioritize, and groom the product backlog; sets priorities/goals for the iteration. Own the 'Definition of Done' and evaluate whether we can deliver sufficient additional value compared to other items on the backlog. Own resolution of daily scope/product requirements blockers for the delivery team. Create and manage reports and dashboards to allow visibility into the effectiveness of service oriented processes. Ongoing support of key commercial activities including but not limited to: customer service and technical support training programs, strong liaison with Sales (both Inside and Field). Minimum Qualifications:

Bachelor's degree required, or equivalent work experience. 7+ years of experience in relevant technology-based commercial job functions. e.g. sales, business, strategic planning, management consulting. Salesforce Admin Certification. Previous experience in software development and/or support and knowledge of Agile development models. Knowledge of Field Service Lightning, Service Cloud is required. Preferred Skills:

Strong interpersonal skills including communication, collaboration, and negotiation capabilities. Knowledge of Salesforce Case Assignment routing, Configure Price Quote (CPQ), Field Service Lightning, Flow Builder, Salesforce Mobile App for Service, Knowledgebase, CTI, Chat bot, EDI, and ERP integrations. Familiarity with Zendesk and ServiceMax. Effective presentation and communication skills with industry professionals, scientists, peers, and senior management. Self-starter with ability to take leadership in an unstructured environment. Proven ability to influence cross-functional teams with and without formal authority. Excellent Excel modeling skills are essential. Learning & development or instructional design experience is a plus. Ability to project manage independently and to operate under tight deadlines. Strong organizational skills with high attention to detail.

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