Job Description

Job Summary:

As a CRM Support Product Owner to oversee and manage requests on Salesforce Products. The ideal candidate will have a background in software engineering or functional analysis, experience in managing live product operations, and a solid understanding of product ownership. This role is crucial in ensuring the stability, performance, and continuous improvement of our live digital assets.

Roles & Responsibilities:

• Incident Management: Respond promptly to urgent requests and incidents affecting live Salesforce assets, ensuring minimal downtime and disruption.
• Priority Setting: Support the prioritization and manage a backlog of support requests and live issues, balancing short-term fixes with long-term improvements
• Stakeholder Communication: Communicate effectively with stakeholders about the status and resolution of urgent issues.
• Root Cause Analysis: Ensure that thorough root cause analysis for incidents is conducted and implement preventive measures.
• Documentation: Maintain detailed documentation of incidents, resolutions, and processes for future reference.
• Technical Oversight: Ability to navigate technical subjects, on an urgent basis, with the support and development teams for resolving live issues.
• System Monitoring: Utilize monitoring tools to proactively identify and address potential issues before they escalate.
• Security Compliance: Ensure that all live assets comply with security standards and best practices.
• Agile Response: Be agile in incident management and rapid response to live issues.
• Documentation: Ensure comprehensive documentation of incidents, solutions, and support procedures.
• Feedback Loop: Establish a feedback loop with development teams to incorporate lessons learned from live incidents into the product development lifecycle.
• Skill Enhancement: Participate in ongoing training and development programs to stay updated with the latest tools and techniques in live asset management.
• Mentorship: Provide guidance and mentorship to junior support staff and team members.

Requirements:

• 3-5 years of experience in product management or support roles, with a focus on live digital assets.
• Bachelor's degree in computer science, Software Engineering, or a related field.
• Product management or ITIL certification is a plus.
• Exeperience 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
• Excellent communication, negotiation, and presentation skills.

Job Types: Full-time, Permanent

Application Question(s):

• How soon can you join?
• What is your present salary?
• What is your expected salary?

Education:

• Bachelor's (Required)

Experience:

• CRM: 3 years (Required)
• Sales Force Products: 3 years (Required)
• Product Management: 3 years (Required)
• agile methodologies and tools: 3 years (Required)

Language:

• English (Preferred)