Service Cloud Product Manager @ Spyrosoft

Essential Skills & Experience  Proven experience as a Product Owner / Product Manager with responsibility for Salesforce Service Cloud (or equivalent customer service platforms) in an enterprise environment.  Strong understanding of Service Cloud capabilities (case management, knowledge base, omni-channel, service console, CTI, self-service portals, etc.).  Experience leading enterprise-scale implementations in partnership with system integrators or external vendors.  Excellent skills in capturing, prioritizing, and delivering user stories in an agile environment.  Strong stakeholder management and influencing skills, with the ability to balance global standardization with local business requirements.  Solid understanding of product management practices: roadmap development, backlog management, requirement gathering, and continuous improvement.  Strong analytical and problem-solving skills with business acumen.  Excellent communication skills (written and verbal) in English.  Preferred Skills & Experience  Salesforce certifications (e.g., Service Cloud Consultant, Administrator, Product Owner/Business Analyst) are a strong plus.  Experience in multi-country, multi-business unit deployments.  Knowledge of IT integrations with ERP, finance, or analytics systems.  Prior experience in customer service or operations functions is advantageous.  Service Cloud Product Manager Apply for this job Project description: As the Digital Product Manager, Service Cloud, you will help shape and execute our strategy to optimize customer engagement, retention, and acquisition. You will play a critical role in leading the deployment and adoption of Salesforce Service Cloud across multiple business units worldwide. As part of a 3-person global product team (covering Sales, Marketing, and Service Clouds), you will be the dedicated lead for Service Cloud.You will work closely with an external implementation partner, cross-functional teams including Marketing, Sales, Commercial Excellence and IT to ensure a successful rollout, while driving standardization and scalability across regions. Post-implementation, you will define and manage the product roadmap, ensuring Service Cloud evolves to meet business needs and delivers maximum value. Requirements: Post-Implementation & Product Ownership Own the Service Cloud product roadmap, aligning with business strategy and user needs.  Manage and prioritize the product backlog, considering customer experience, business objectives, and competitive landscape.  Gather, analyze, and prioritize new requirements, translating them into actionable features and enhancements.  Monitor adoption, collect user feedback, and drive continuous improvement of Service Cloud capabilities.  Keep track of Salesforce product innovations and the competitive landscape to shape future product evolution.  Collaborate with other product managers (Sales Cloud, Marketing Cloud) to ensure a consistent and integrated CRM ecosystem.  Stakeholder & Change Management Partner with business leaders across multiple regions and functions (customer service, operations, IT, commercial excellence, etc.) to align on priorities.  Drive alignment between global and local teams to minimize customizations and maximize adoption of a standardized template.  Communicate product vision, roadmap, and updates effectively to all levels of stakeholders.  Support change management initiatives to ensure user engagement and adoption.  ,[Deployment & Implementation, Lead the global deployment of Salesforce Service Cloud, partnering with the external implementation partner. , Collaborate with business stakeholders, Product and IT teams to identify dependencies and ensure seamless integration with other Salesforce products (Sales Cloud, Marketing Cloud, Data Cloud) and enterprise systems. , Capture, refine, and prioritize user stories in alignment with business objectives. , Oversee functional design, testing, and delivery, ensuring quality and timely execution. , Act as the bridge between stakeholders and technical teams, ensuring requirements are clearly understood and implemented. , Advocate for standardization of processes and configurations while balancing local business needs. ] Requirements: Cloud, Salesforce, User stories, Stakeholder management, Backlog management, Testing, CRM, Product vision, Communication skills, Business Analyst, ERP