Job Description

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Job Category

Products and Technology

Job Details

Team Overview
Trusted customer success is our 1 value. Delivering the highest standard in system availability, performance, and security is our top priority. The Technology Service Delivery Product team works across Products, Technology, Sales, Services, Marketing, Finance, and Legal to:

* Drive the Service Delivery product portfolio (availability, performance, and security / compliance features).

* Promote the cloud-scale architecture and technology that powers the worlds most trusted enterprise cloud.

We deliver leading-edge positioning, compelling content, thought leadership, and enablement to rebuild trust with customers who have experienced issues and incidents.

Role Overview
The Salesforce Technology Service Delivery Product team is looking for a technical product manager who has in-depth knowledge of cloud-scale architectures and is dynamic, creative, and has great interpersonal skills to help differentiate and grow our business. A big part of the job includes serving as the technical subject matter expert for the Salesforce cloud-scale architecture and technology. Your expertise will be applied to investigating technology challenges and creating content that conveys our vision and strategy, understanding market needs and trends, and collaborating with sales and services to deliver innovative technical product marketing programs. In this role, you will also leverage your product management skills to help drive the Service Delivery product portfolio roadmap.

Responsibilities

* Promote the Salesforce Service Delivery and cloud-scale architecture / technology through scalable technical messaging / positioning programs.
* Drive the Service Delivery product portfolio roadmap (availability, performance, and security / compliance features across all Salesforce products, and in all geographies).
* Scale rebuilding trust programs across the company so every customer-facing employee can effectively deliver incident related communications to customers.
* Rebuild trust with customers by conducting customer outreaches related to service incidents.
* Represent Salesforce as a technical subject matter expert at customer interactions, industry and corporate events, and through community sites and social media.
* Represent the customer. Be the champion and voice of customers. Build impactful, personal customer relationships. Bring the customer's voice into the creation process.
* Work closely with cross-functional teams to drive the business & product strategy, then track, measure, and report against objectives.
* Develop compelling materials to market our innovation, cloud-scale architecture, roadmap, applications, processes, security, and reliability across all Salesforce products, and in all geographies.

Minimum Role Requirements

* 8+ years experience in technical product management for a high tech company (cloud experience preferred).
* Background in cloud-scale architectures / technologies.
* Experience in messaging / positioning / communicating cloud-scale architectures and technology to internal and external audiences.
* Deep experience with Agile and Scrum.
* Proven ability to set a vision, excite, and lead (directly and / or by influence) cross-functional multidisciplinary teams to achieve a product vision.
* Experienced and effective in high-stress, challenging customer situations (rebuilding trust scenarios with customers following technology impact).
* Strong affinity for metrics and a bias toward data-driven decision making.
* Hands-on ability to create a range of technical product assets (presentations, web and copy content, email campaigns, media, etc).
* Exceptional communication skills, including writing and executive presentations.
* Self-motivated individual capable of working in a fast-paced, startup environment, both remotely and in person.

Desired Role Requirements

* Experience with Salesforce ideally with Service Cloud, Marketing Cloud, reporting, and/or dashboards.
* MBA.
* Core services / infrastructure product development experience.

*LI-Y

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