Product Manager (CRM, Customer service, Process improvement)

Role: Product Manager (CRM, Customer service, Process improvement)
Location: Pleasanton, CA
Type: 6-12 months+

Details:

This role will have day-to-day interactions with our Salesforce Business and Technical team
You'll be working and collaborating with Product Development, Integration, Data Migration, Change Management along with Business Teams to gather requirements and define business use cases
You'll be working closely with the Product Owner on daily basis and will be reporting to the Director of Product Management.

Key Responsibilities include, but are not limited to:

• Work with the Business and Product teams to understand the existing process and to gather the business and functional requirements, by scoping, defining, and prioritizing requirements.
• Understand and document detailed requirements for implementing and enhancing CRM solution.

• Critically evaluate information gathered from multiple sources, reconcile inconsistency, and break down high-level information into details.

• Work with UX/UI team to develop mock-ups and proposed user journeys
• Mapping functional requirements to Salesforce.com features and functionality.

• Work with Product Manager and Analytics team to define, measure and track Key Performance Indicators (KPIs) and success criteria for the assigned projects & features

• Work with Architects and Developers to transform new requirements into Salesforce.com design and implementation.

• Work with the functional SME and trainers to identify and document process gaps and process improvements.

• Assist and Develop Innovation Roadmaps and BRDs.

Qualifications:

• BS/BA Degree
• You have 3-5 years of product management experience in delivering amazing customer experience using customer support products and technology

• Experience with CRM and Customer Service Management solutions used by medium-sized customer support organization a strong plus

• Process Improvement certification Six Sigma is a Plus
• Product experience in eCommerce customer support a plus

• Aptitude for strategic thinking and problem solving in a fluid environment.

• Exceptional at prioritizing and focusing on the highest value opportunities.

• Ability to stay goal oriented and act with a sense of urgency

• Ability to work collaboratively as a member of cross-functional teams to deliver results.

• Excellent communication skills, able to present, negotiate and influence at C-level.

• Exceptional networking, relationship building and influencing skills.