Sr. Salesforce Product Manager, Service
POSITION SUMMARY
We are seeking a strategic Senior Salesforce Product Manager to drive the product vision, roadmap, and execution of our Salesforce platform initiatives while championing user-centric design and data-driven decision making. This role combines deep product management expertise with Salesforce platform knowledge, business analysis, and stakeholder management responsibilities. The ideal candidate will serve as both a product strategist and execution leader, ensuring our Salesforce solutions deliver maximum business value while driving user adoption and satisfaction across the organization.
PRIMARY RESPONSIBILITIES
Product Strategy & Roadmap Management (35%)
– Define and own the comprehensive Salesforce product vision, strategy, and multi-year roadmap aligned with business objectives
– Conduct market research, competitive analysis, and user needs assessment to identify product opportunities and innovation areas
– Collaborate with executive leadership to translate business strategy into actionable product initiatives and feature requirements
– Prioritize product backlog and feature development based on business value, user impact, technical feasibility, and ROI analysis
– Establish product success metrics, KPIs, and measurement frameworks to track product performance and user satisfaction
– Drive product discovery sessions and ideation workshops with cross-functional teams and stakeholders
– Manage product portfolio decisions including feature sunset, platform consolidation, and technology investment priorities
Requirements Management & Business Analysis (25%)
– Lead comprehensive requirements gathering sessions with business stakeholders, subject matter experts, and end users
– Translate complex business needs into detailed functional requirements, user stories, and acceptance criteria
– Conduct thorough business process analysis and workflow optimization to maximize Salesforce platform value
– Partner with solution architects to ensure technical feasibility and optimal implementation approaches for product features
– Create and maintain detailed product specifications, wireframes, and process flow documentation
– Facilitate requirements validation sessions and user acceptance testing coordination
– Manage scope changes, requirements traceability, and impact analysis throughout product development lifecycle
Stakeholder Management & Communication (20%)
– Serve as primary product liaison between business units, technical teams, and executive leadership
– Conduct regular stakeholder updates, product demos, and executive presentations on product progress and outcomes
– Manage stakeholder expectations through transparent communication of timelines, dependencies, and delivery commitments
– Facilitate cross-functional collaboration between development, QA, operations, and business teams
– Lead product steering committee meetings and strategic planning sessions
– Build strong relationships with key business champions and power users to drive product advocacy
– Coordinate with external vendors and third-party solution providers for integrated product offerings
User Experience & Adoption (10%)
– Champion user-centric design principles and advocate for optimal user experience across all product touchpoints
– Conduct user research, usability testing, and feedback collection to inform product design and enhancement decisions
– Partner with UX/UI teams to create intuitive, efficient, and engaging user interfaces within Salesforce platform constraints
– Design and implement user adoption strategies including training programs, change management, and support documentation
– Monitor user engagement metrics, adoption rates, and satisfaction scores to identify improvement opportunities
– Lead user feedback collection initiatives and product advisory board sessions
– Develop user personas and journey mapping to guide product development priorities
Product Delivery & Performance (10%)
– Work closely with development teams using agile methodologies to ensure timely and quality product delivery
– Monitor product development progress, identify risks, and implement mitigation strategies to meet delivery commitments
– Coordinate product launches including rollout planning, communication strategies, and success measurement
– Analyze product performance data, user behavior analytics, and business impact metrics to inform future product decisions
– Manage product backlog grooming, sprint planning participation, and continuous improvement initiatives
– Oversee quality assurance processes and user acceptance testing for product releases
– Drive post-launch product optimization and iterative enhancement based on performance data and user feedback
QUALIFICATIONS
Required
– Bachelor’s degree in Business Administration, Computer Science, Information Technology, or related field
– 8+ years of product management experience with at least 4 years focused on Salesforce or CRM platforms
– Strong background in Service Cloud, Sales Cloud, or other core Salesforce product areas
– Proven experience in requirements gathering, business analysis, and stakeholder management
– Experience with agile product development methodologies and cross-functional team collaboration
– Excellent analytical skills with experience in data-driven product decision making
– Outstanding communication and presentation skills for executive and technical audiences
– Experience with product analytics tools and performance measurement frameworks
Preferred
– Master’s degree in Business Administration (MBA) or related advanced degree
– Salesforce certifications including Platform App Builder, Administrator, or Product Specific Consultant certifications
– Product Management certification (CPM, AIPMM) or equivalent professional credential
– Previous experience in consulting, client-facing, or customer success roles
– Background in user experience design, market research, or business intelligence
– Experience with Salesforce ecosystem tools including AppExchange, Lightning Platform, and integration technologies
– Knowledge of emerging technologies and their application to Salesforce platform evolution
KNOWLEDGE, SKILLS, AND ABILITIES
Product Management Expertise
– Deep understanding of product management principles including product discovery, validation, and go-to-market strategies
– Strong analytical and problem-solving skills with ability to synthesize complex business requirements into actionable product features
– Experience with product roadmapping, prioritization frameworks (RICE, Value vs. Effort), and backlog management
– Knowledge of user-centered design principles, usability best practices, and customer journey optimization
– Ability to balance competing priorities and make data-driven decisions in fast-paced, resource-constrained environments
– Understanding of product lifecycle management from concept through retirement
Salesforce Platform Knowledge
– Comprehensive understanding of Salesforce platform capabilities including declarative development, custom objects, and workflow automation
– Knowledge of Salesforce integration patterns, APIs, and third-party application ecosystem
– Understanding of Salesforce data model, security framework, and scalability considerations
– Familiarity with Salesforce release cycles, feature development process, and platform roadmap
– Experience with Salesforce reporting, dashboards, and analytics for product performance measurement
– Knowledge of Salesforce best practices for user adoption, change management, and organizational transformation
Business Analysis and Communication
– Excellent requirements elicitation skills including stakeholder interviews, workshops, and process analysis
– Strong documentation skills for creating user stories, acceptance criteria, and functional specifications
– Ability to translate technical concepts for business audiences and business needs for technical teams
– Experience in process improvement, workflow optimization, and business case development
– Skills in data analysis, reporting, and visualization for product performance measurement
– Proven ability to influence without authority and drive consensus among diverse stakeholders
Leadership and Strategic Thinking
– Strategic thinking skills with ability to balance long-term product vision with immediate tactical needs
– Experience leading cross-functional teams and managing complex stakeholder relationships
– Strong leadership presence with ability to drive product decisions and resolve competing priorities
– Innovation mindset with focus on emerging trends, competitive landscape, and market opportunities
– Ability to work effectively in matrix organizations and collaborate across multiple business units
– Customer-focused approach with commitment to delivering exceptional user experiences and business outcomes