Product Lead - Account Success Technology & Agentforce Solutions

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

We are seeking a passionate and dynamic Product Lead to join our team focused on providing Salesforce platform and Agentforce solutions for our Account Success teams. This role is pivotal in driving digital transformation within Salesforce, leveraging personal and autonomous agents to build a digital workforce. 

You will transform our internal use of the Salesforce platform, enhancing efficiency and delivering exceptional user experiences. As a hands-on change agent, you will shape the future of our products to meet evolving user needs. Collaborating with cross-functional teams, you will develop and implement innovative solutions that address current challenges and anticipate future needs. This role offers the chance to be at the forefront of technological advancements, making a significant impact on our business and client success.

Key Responsibilities

Product Knowledge

• Understand the product's role in the business and its roadmap.

• Clearly articulate product features to non-technical audiences.

• Stay updated on new features and changes.

• Monitor Voice of the Customer (VOC) feedback.

• Identify product challenges and usability gaps.

Product Vision and Roadmap

• Develop and communicate a future vision that excites stakeholders.

• Maintain a 3-6 month roadmap based on user/business needs and technical constraints.

• Lead weekly strategy and planning meetings.

User Experience

• Understand Customer Success Managers (CSM) needs and challenges.

• Set goals for user research and apply insights to the roadmap.

• Build and maintain a Jobs-to-be-Done (JTBD) catalog.

Product Delivery

• Maintain a task-level project plan.

• Document and communicate business/product requirements.

• Present Proof of Concepts (POCs) or demos.

• Participate in User Acceptance Testing (UAT) and Quality Assurance (QA).

• Support development with clear user stories and acceptance criteria.

Adoption

• Define and explain relevant metrics.

• Create an adoption framework and change management principles.

• Track adoption and usage trends to adjust strategy as needed.

• Oversee feedback channels and identify actionable changes.

Organizational Dynamics

• Identify and mitigate problems early.

• Build trust with the development team and stakeholders.

• Maintain clear documentation and open communication.

• Share achievements and recognize contributions regularly.

• Solicit feedback and improve processes.

Qualifications

• 10 yrs of proven experience in product management or a related role.

• Strong understanding of Salesforce platform and GenAI solutions.

• Excellent communication and presentation skills.

• Passionate about user experience and delivering value to customers.

• Strong analytical and problem-solving skills.

Accommodations

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