CRM Support Product Owner (Salesforce)

Overview

CRM Support Product Owner (Salesforce)

Core Competencies

• Excellent communication skills to effectively manage stakeholder expectations and incident resolutions.
• Strong problem-solving abilities to quickly diagnose and resolve live issues.
• Deep understanding of customer impact and a commitment to maintaining high service levels.

Functional Competencies / Leadership Competencies

• Strong technical background with the ability to understand and troubleshoot complex issues.
• Effective project management skills to handle multiple urgent requests and incidents concurrently.
• Ability to analyze incidents and derive actionable insights for continuous improvement.
• Minimum qualifications
• Bachelor’s degree in computer science, Software Engineering, or a related field.
• Product management or ITIL certification is a plus
• Minimum experience
• 6+ years of experience in product management or support roles, with a focus on live digital assets.

Skills

• **Salesforce-certified Product Manager**
• with
• 10+ years' of experience
• working
• in the Banking, Payments, Technology, Telecom, and Healthcare industries
• .
• **expertise in**
• CRM Implementation, Digital Transformation, Product Management, Requirement Analysis, Data Analytics, Business Process redesign, and Project Management.
• Product owner with experience on Project Management and

Salesforce

• Cloud Consultant.
• **Integrated Salesforce solutions**
• with multiple data sources to deliver a
• customizedsuite of Salesforce applications
• using

AGILEMethodologies

• for a large housing corporation based out of the US
• Balanced
• multiplecompeting priorities, ensuring critical tasks were addressed
• promptly while maintaining overallproject timelines
• Collaborated with
• businessstakeholders
• to gather requirements and
• **customize Salesforce features**
• for custom workflows
• **Led Agile teams**
• in the successful implementation of Salesforce CRM.
• **CRM:**
• Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Marketing Cloud, Salesforce Data Cloud,Google Cloud Platform, CRM Analytics
• **MS Office Suite:**
• MS Excel, PowerPoint, MS Visio, MS Project, MS Visio
• **Data Visualization:**

Power BI, Tableau

• **Planning Tools:**

Jira, ALM, VSTS Azure, TFS Confluence

• **Testing/Defect Tracking Tools:**

HPQC, Service Now, Postman, SOAP UI

• **Marketing tools:**

Agility Harmony, Agility Loyalty

• **Database:**

SQL, BigQuery

• Experience in product management with a focus on live product operations and support within a large and complex organization.
• Proven experience on salesforce products : Sales and Service Cloud, Marketing cloud, data cloud.
• Background in software engineering with hands-on experience in managing and supporting live digital assets.
• Proficiency in agile methodologies and tools (e.g., Scrum, Kanban, Jira).
• Experience with incident management and resolution processes.