Technical Product Manager

Job Title

Key Responsibilities include, but are not limited to:

• Work with the Business and Product teams to understand the existing process and to gather the business and functional requirements, by scoping, defining, and prioritizing requirements.
• Understand and document detailed requirements for implementing and enhancing CRM solution.
• Critically evaluate information gathered from multiple sources, reconcile inconsistency, and break down high-level information into details.
• Work with UX/UI team to develop mock-ups and proposed user journeys
• Mapping functional requirements to Salesforce.com features and functionality.
• Work with Product Manager and Analytics team to define, measure and track Key Performance Indicators (KPIs) and success criteria for the assigned projects & features
• Work with Architects and Developers to transform new requirements into Salesforce.com design and implementation.
• Work with the functional SME and trainers to identify and document process gaps and process improvements.
• Assist and Develop Innovation Roadmaps and BRDs.

Qualifications:

• BS/BA Degree
• You have 3-5 years of product management experience in delivering amazing customer experience using customer support products and technology
• Experience with CRM and Customer Service Management solutions used by medium-sized customer support organization a strong plus
• Process Improvement certa Six Sigma is a Plus
• Product experience in eCommerce customer support a plus
• Aptitude for strategic thinking and problem solving in a fluid environment.
• Exceptional at prioritizing and focusing on the highest value opportunities.
• Ability to stay goal oriented and act with a sense of urgency
• Ability to work collaboratively as a member of cross-functional teams to deliver results.
• Excellent communication skills, able to present, negotiate and influence at C-level.
• Exceptional networking, relationship building and influencing skills.