DGM - Business Services

 Req ID 67138 GBS Chennai, India
     

CRM Service Product Manager – Job Description 

ZF’s Aftermarket (AM) – B Division 

Job Summary: We are seeking an experienced CRM Product Manager for our Aftermarket (AM) B Division with a strong background in Salesforce Service cloud product development to join our dynamic team. As a Product Manager, you will play a pivotal role in building and managing our local Customer Competence Centers (CCC) by improving service abilities for our Global Service Desk teams by defining and executing the product roadmap, collaborating closely with cross-functional teams to ensure the successful delivery of our Salesforce Service enablement product offerings built on Salesforce platform. 

REPORTING TO: 

Solid Line: Head of Service Desk Management 

In Country Manager: Aftermarket Excellence Center Leader (Chennai) 

SHIFT TIMINGS: Should be Flexible to work under IST & CET business hours. 

Responsibilities: 

• Scan for industry trends, best practices, and emerging technologies related to Salesforce service products and enhance system functionality and improve service desk teams capabilities to provide best-in-class customer service. 

• Proactively benchmark processes and platforms internally and externally to drive innovation in service cloud and other potential tools that can be integrated to enhance service ability. 

• Define and prioritize product features and user stories based on business value, customer feedback, and technical feasibility. 

• Explore opportunities to improve tools, introduce new functionality in Salesforce technologies and connected applications.  

• Collaborate with stakeholders, including development teams, admin teams and extended internal / external teams to define product vision, strategy, and roadmap for our AM Salesforce Service product line.  

• Create and maintain a well-defined product backlog, ensuring that it is consistently refined and ready for development sprints. 

• Work with different Product Owners on refining the requirements from feature level to Backlog items. 

• Drive service cloud platform governance and including maintenance of policies, best practices, and key performance indicators to measure platform stability and optimization. 

• Manage relevant stakeholder communities and work with associated team members to understand projects, facilitate business process analysis sessions, document, create Jira requirements and provide solution guidance. 

• Act as the bridge between the development team and stakeholders, ensuring clear communication and alignment on product goals and priorities. 

• Participate in Agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives. 

• Make critical decisions on trade-offs, balancing user needs, technical constraints, business goals and project roadmap. 

• Continuously monitor and analyze product performance, user engagement, and key metrics, making data-driven decisions for optimization. 

• Continuously implementing advanced functionalities and features to identify market trends and customer needs. 

 
 
PROFILE REQUIREMENTS 

• A track record of successfully delivering Salesforce Service Cloud projects that meet user needs and drive business growth. 

• Qualifications: B.E/ B.Tech/ MCA professional graduation is must, MBA or equivalent is a plus. 

• 12+ years of total experience in ITsoftware implementation roles with proven experience of minimum last 5+ years as a Product manager or similar role, in Salesforce service product development. 

• Strong experience with the Salesforce service cloud platform is mandatory, Sales and community cloud is a plus. 

• In-depth understanding of Agile methodologies, including driving Scrum meetings. 

• Strong analytical skills, with the ability to gather and interpret data to make informed product decisions. 

• Excellent communication skills, both written and verbal, with the ability to convey complex concepts to technical and non-technical stakeholders.Excellent communication skills, both written and verbal, can convey complex concepts to technical and non-technical stakeholders. 

• A track record of successfully delivering Salesforce/ SaaS products that meet user needs and drive business growth. 

• Experience with product management tools, such as Azure DevOps, JIRA or Confluence or similar platforms. 

• One or more Salesforce active certifications is mandatory, preferably Service Cloud Consultant certification 

• Strong people management and project management skills to drive timelines 

• Strong in designing Business Analytics reports and Dashboards in SF for leadership reviews 

• Ability to understand end to end business processes  

Team members reporting to this position: 

1. Contact Center Product Owner 

2. Contact Center Admin 

3. CRM Service Process Owner 

4. Customer Success Manager (Other than EMEA) - 2025 

Be part of our ZF team as DGM - Business Services and apply now!

Contact

Ragavendran J