Technology Product Manager

Role Description

Own and strategically evolve the Success and Support instance of Salesforce, ensuring it delivers scalable, high-quality, and future-ready solutions that enable business outcomes. This role will act as the governing authority of Salesforce by defining the target architecture, solution direction, and design principles, and ensuring all work delivered across Business Analysts, development teams, and supporting product resources aligns to all best practices of Salesforce.

The Technology Product Manager, Salesforce is accountable for building and continuously maturing a best-in-class instance of Salesforce for Calix by leveraging standard platform capabilities, minimizing unnecessary customization, and driving solution decisions that maximize agility, speed, maintainability, and long-term value.

To achieve this, the Technology Product Manager, Salesforce maintains a deep and current command of trends, emerging technologies, and industry best practices, translating that knowledge into a roadmap that keeps Calix’s internal capabilities ahead of business demand. They operate in close partnership with the IT organization, bridging strategic intent and technical execution and serve as the connective tissue between platform capability decisions and the teams responsible for building, maintaining, and scaling the underlying infrastructure.

Key Deliverables

• Own the end-to-end delivery of our Salesforce instance, including vision, roadmap, priorities, and ongoing evolution aligned to business strategy and operational needs.
• Define target solution architecture, platform standards, and design guardrails, ensuring all requirements, designs, and solutions align to the broader platform vision.
• Translate business requirements into clear solution designs and technical requirements, working across Business Analysts and engineering teams to deliver scalable, build-ready outcomes.
• Prioritize business requirements and solutions on case management, customer health, success and guidance tasks, next best action, and reporting/dashboards.
• Drive platform decisions based on CRM best practices, prioritizing out-of-the-box capabilities, clean configuration, and standard patterns over unnecessary customization to increase agility, simplify support, and accelerate value delivery.
• Act as the central point of alignment across stakeholders, facilitating design sessions and decision forums to establish consistent ways of working, prevent siloed solutions, and ensure a unified approach to platform design and use.
• Partner closely with Business Analysts, Business Architects, and development teams to ensure solutions are cohesive, well-governed, and aligned to enterprise standards and architectural direction.
• Define and manage the Salesforce backlog, balancing business demand, platform health, technical debt, and continuous improvement of the overall instance.
• Act as the subject matter expert, staying current on capabilities, roadmap, and best practices to ensure a performant, extensible, and future-ready environment.
• Establish and enforce governance and release management processes, ensuring stakeholder approvals at key gates and that releases are aligned, reviewed, and formally signed off before deployment.

Measures of Success

• Delivery of high-quality, scalable, and maintainable solutions, with minimal defects, rework, or post-release issues.
• Alignment of delivered solutions to defined architecture, design principles, and platform standards, ensuring consistency and long-term integrity of the technology environment.
• Adoption, effectiveness, and user satisfaction of the platform, demonstrating that solutions are usable, valuable, and driving intended business outcomes.
• Speed and efficiency of delivery, enabling faster time to value while maintaining disciplined design and quality standards.
• Reduction in unnecessary customization and technical debt, with increasing use of standard platform capabilities and clean, reusable solution patterns.
• Overall health and performance of the platform, including stability, reliability, and scalability to support business growth.
• Strength of cross-functional alignment, with stakeholders operating in a unified way of working and minimal fragmentation or conflicting solutions across the platform.
• Effectiveness of governance and decision-making, with clear adherence to design authority, approval processes, and structured release management.
• Clarity and quality of backlog management, ensuring prioritization balances business value, platform sustainability, and long-term evolution.
• Continuous improvement of the platform, driven by proactive identification of opportunities for optimization, automation, and innovation.

Qualifications

• +8 years’ experience in CRM technology, ideally Salesforce but Microsoft Dynamics, Zen Desk or other leading vendor would be satisfactory.
• Experience in a customer support or customer success environment with deep understanding of business challenges and best practice approaches to address.
• Strong product ownership mindset, with proven ability to own a technology domain end-to-end, set vision, make decisions, and deliver outcomes.
• Deep understanding of modern technology platforms (e.g., Salesforce, Gong), with ability to apply capabilities and best practices to design scalable, high-quality solutions.
• Ability to translate between business and engineering, turning complex or ambiguous needs into clear solution designs and technical requirements.
• Strong architectural thinking, defining solution direction, design principles, and trade-offs across speed, scalability, and long-term maintainability.
• Bias toward simplicity and standardization, leveraging out-of-the-box capabilities and avoiding unnecessary customization to increase agility and reduce complexity.
• Exceptional stakeholder leadership, aligning diverse groups, driving decisions, and establishing a consistent way of working across the organization.
• Proven experience working cross-functionally, influencing without authority, and driving outcomes in a matrixed environment.
• Strong governance mindset, establishing and enforcing standards, approval gates, and release discipline without slowing delivery.
• Data-driven and outcome-focused, using insights and metrics to prioritize work and continuously improve platform performance and business impact.
• Proactive and forward-looking, identifying opportunities for optimization, automation, and innovation.
• High ownership and accountability, with a track record of follow-through and responsibility for delivered solution quality.
• Excellent communication and executive presence, able to articulate complex ideas, influence senior stakeholders, and drive SVP/VP alignment.

Requirements

• The base pay range for this position varies based on the geographic location. More information about the pay range specific to candidate location and other factors will be shared during the recruitment process.
• San Francisco Bay Area: 149,500 - 224,300 USD Annual.
• Select US Metros and States: 130,000 - 195,000 USD Annual.
• Other US Locations: 117,000 - 175,500 USD Annual.
• As a part of the total compensation package, this role may be eligible for a bonus.