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At Square, we build elegant solutions to solve real problems. As a CRM Product Manager you will be a part of the Business Technology team with a focus on supporting Square's Customer Success teams. You will deliver enterprise solutions to our partners spanning across Support, Risk, Compliance, and Disputes. As part of this role, you will understand our internal users and will focus on increasing the efficiency of our vertically integrated operations, building scalable platforms, and creating excellent tools that help develop and customize operational workflows.
You Will:Inspire creativity and translate Customer Success executive strategy to ensure cohesiveness across Support, Risk, Compliance, and Disputes functions
Be the expert on product, solution, and process domain relating to customer success like Web-to-Case, First Contact Resolution, and Customer Feedback
Consult and guide partners to maximize value of connected applications including Salesforce Service Cloud w/ Omni-channel, Helpshift, NICE, Gridspace, GetFeedback, Khoros, and other third-party customer success enablement tools
Be a strategic technology partner and maintain relationships with product owners, leadership, and support engineering teams
Lead requirements gathering sessions, document current and future state business processes, and understand priorities to recommend technology solutions
Strategize all future technology investments to align with business objectives
Establish KPI metrics to understand return on investments and impact on process domain
Identify opportunities to improve or automate current state business processes
Create user stories to support the development of Salesforce solutions
Manage, groom, prioritize backlog, and partner with the delivery team for delivery
Project manage smaller projects and measure quantifiable value delivery
Be a product manager for new builds and partner with UI/UX and engineering resources
Help improve standardization and adoption of common practices
Write technical documentation and provide team training
BS in Information Systems, Computer Science or other relevant degree
8+ years of product management experience, with at least 2 years building internal tools
5+ years of enterprise experience using Salesforce to develop business solutions
Led the delivery of company-wide product plans
Abilities to summarize complex internal needs across the company
Expertise in developing a multi-year vision and accompanying product road map
Experience with project management methodologies to manage timelines
Experience with agile-scrum methodologies for sprint planning and execution
Experience improving data quality
Understanding of CRM principles including service cloud and customer success processes
Certified Salesforce Administrator, Developer, or Service Cloud Consultant
Experience with Omni-channel and Einstein Bots