Description

Role: Salesforce Service Cloud Technical Program Manager

Location of work: Mountain View CA ( 3 days a week)

Experience: Overall, 12 – 15 yrs of experience including 7 – 8+ of relevant background with salesforce 

Job Description:

We are seeking an experienced Salesforce Service Cloud Technical Program Manager to lead technical initiatives within a customer service platform. You will oversee the end-to-end delivery of Service Cloud solutions, focusing on service management, CRM, and enhancing the customer experience. This role involves collaborating with cross-functional teams to implement and optimize Service Cloud technologies, ensuring alignment with business goals.

Key Responsibilities:

• Program Leadership: Lead cross-functional programs, ensuring timely delivery and alignment with business objectives.
• Service Cloud Optimization: Oversee the integration of Salesforce Service Cloud, driving automation and enhancing case management, customer interactions, and knowledge base.
• Stakeholder Management: Collaborate with product, engineering, and support teams to gather requirements and deliver solutions. Provide regular program updates and manage risks.
• Continuous Improvement: Implement metrics to drive performance improvements, system automation, and process innovation.
• Technical Expertise: Serve as the subject matter expert on Salesforce Service Cloud, guiding technical decisions and ensuring the latest best practices are applied.

Required Qualifications:

• 5+ years of experience managing large-scale technical programs, preferably in CRM or customer service.
• Strong hands-on experience with Salesforce Service Cloud 
• Expertise in cloud-based applications and integration strategies.
• Proficiency in Agile methodologies (Scrum, Kanban) and project management.
• Strong problem-solving and communication skills.

Preferred Qualifications:

• Experience with Salesforce Lightning and third-party integrations.
• Familiarity with cloud platforms and telecom-related industries.
• Relevant certifications like Salesforce Certified Service Cloud Consultant or PMP.

Key Skills

Education

Not specified