Principal Technical Product Owner, Sales/Service CRM

We believe in the power and joy of learning

At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.  

Our culture values inclusion, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/.  

As the Principal Technical Product Owner for Salesforce Sales & Service Cloud, you will collaborate with multi-functional teams such as Sales, Marketing, Customer Success, Revenue Operations, and IT to define and deliver CRM capabilities that boost customer engagement, operational efficiency, and revenue growth. You will lead the end-to-end implementation of new features and improvements across Salesforce Sales Cloud and Service Cloud, ensuring alignment with business goals and user needs.  

Responsibilities:

• Partner with Sales, Service, and Marketing team leaders to gather business needs and translate them into user stories and technical specifications.

• Own and prioritize the Salesforce product backlog, ensuring alignment with strategic objectives and improving value delivery.

• Define and manage the roadmap for Sales Cloud and Service Cloud enhancements, including automation, integrations, and user experience improvements.

• Partner with Salesforce developers and admins to deliver scalable solutions, ensuring high-quality configuration and development.

• Lead sprint planning, backlog grooming, and release management activities in an Agile environment.

• Supervise and optimize CRM workflows, lead routing, case management, and reporting to improve team productivity and customer satisfaction.

• Resolve problems and provide assistance on Salesforce guidelines, data integrity, and system performance.

• Collaborate with IT and third-party vendors to manage integrations with marketing automation platforms, data warehouses, and other enterprise systems.

• Know the latest Salesforce platform updates, features, and industry trends to inform product strategy and innovation.   

Requirements:

• Demonstrated ability as a Product Owner or Salesforce Administrator working with Sales Cloud and/or Service Cloud.

• Proven success in delivering CRM solutions that support sales processes, customer service operations, and marketing initiatives.

• Experience implementing or optimizing quote-to-cash processes, including CPQ and billing.

• Familiarity with supporting multiple go-to-market models and aligning CRM capabilities accordingly.

• Experience with Salesforce Data Cloud or other CDPs for customer data unification and activation.

• Good understanding of Salesforce architecture, data model, automation tools (Flows, Process Builder), and reporting.

• Experience with Agile methodologies and tools such as Jira, monday.com, or similar.

• Superb communication skills with the ability to translate business needs into technical requirements.

• Strong analytical and problem-solving skills with attention to detail.

• Ability to manage multiple priorities in a fast-paced environment.

• Familiarity with Salesforce integrations, APIs, and third-party tools.

Bachelor's degree or equivalent experience in Business, Computer Science, or related field; Salesforce certifications a plus. �� 

This role offers an exciting opportunity to craft and optimize Salesforce sales features, demonstrating technical expertise and partner collaboration to drive customer satisfaction and business success!   

Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, v