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Salesforce Service and Experience Product Manager
2 months ago
Covetrus is a leading provider of veterinary healthcare solutions, and we're seeking a highly skilled Product Manager to join our team. As a Product Manager, Salesforce Service and Experience, you will play a critical role in driving the success of our Salesforce-based service and experience tools.
Key Responsibilities- Develop and sustain an effective and efficient team that exemplifies the missions and values of Covetrus and Product Engineering.
- Lead a team that provides daily administration and technical/functional support for Salesforce Service, Omni-Channel, NPS, and Experience Cloud tooling instance, including user administration, profiles and roles, and platform customization.
- Collaborate with colleagues and business stakeholders to maintain the CRM Roadmap by collecting, analyzing, understanding, and translating high-level business requirements to the product teams and developers as needed.
- Lead a team of Business Analysts to capture, refine, and finalize a backlog of enhancements to drive and improve the Salesforce-based service and experience tools.
- Provide product management for the full suite of service and experience-related CRM tooling, including the delivery of prioritized enhancements.
- Collaborate with other Product Managers within the CRM CoE to support overlapping features, functions, and objectives.
- Identify, track, and manage actionable KPIs that are geared toward service delivery and assist the business in identifying, tracking, and managing KPIs that enable performance as defined by revenue growth and customer satisfaction.
- Collaborate with internal stakeholders to ensure the design and functionality of the platform is driving productivity, efficiency, consistency, and measurable value across the organization.
- Keep current with new and updated apps, features, and functionality in our current environment and the CRM, Service, Omni-Channel, and Experience space to recommend how Covetrus may leverage these innovations and drive their adoption and implementation.
- Coach their team to assist application users by tracking, analyzing, and solving user problems based on an understanding of business process workflow within the CRM ecosystem.
- Facilitate or participate in testing activities to ensure development work meets user requirements.
- Document and maintain processes, policies, application configuration, training, and help-related material.
- Bachelor's Degree in Business, Computer Science, or related field.
- Minimum four years' experience working in and with Salesforce.
- Experience with Service Cloud/Experience Cloud and business analytics tools a plus.
- Salesforce.com Administrator Certification a plus.
- Customer service operations.
- Service, Call Center, Customer Experience Portal, Omni-Channel Technologies.
- Strong background in Salesforce.com security practices, including implementing role-based access to views and data.
- Strong data management skills.
- Detail-oriented with strong analytical skills.
- Excellent verbal and written communication skills.
- Ability to work independently and be self-motivated.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Requires working on a computer for hours at a time.
- 15% to 20% domestic and international travel.
- Evening and weekend work required to accommodate the time zones our business units and contract resources are in as well as meetings, conferences, and deployment schedules.
