Director, Product Management Service Cloud

Salesforce, Inc..; London; On-site; GBP 90,000 - 120,000; Full time

Job summary

A leading technology company is seeking a Director for Service Cloud to drive product adoption and customer success in EMEA. Ideal candidates will have over 10 years in product management, excellent leadership skills, and a passion for enhancing customer experiences. This role demands strategic thinking and the ability to manage cross-functional engagements.

Qualifications

• 10+ years of experience in product management, specifically Service Cloud or similar.
• Proven track record of leading product teams and successful software delivery.
• Strong understanding of Salesforce CRM systems.

Responsibilities

• Drive product adoption of Service Cloud through scalable processes.
• Engage with cross-functional teams to meet business objectives.
• Own engagement strategy for the Service Cloud Product team in EMEA.

Skills

Product management

Leadership

Communication skills

Data-driven decision-making

Customer success

Job description

Position Overview:
The Director for Service Cloud - Chief Customer team will be responsible for driving expansion, adoption, and retention of Service Cloud. This role will report to the Chief Customer Officer for Service Cloud, with the goal of inspiring, empowering, and guiding companies to deliver the most effective service in their industries by fully utilizing Service Cloud (and enabling teams and partners to do the same) to continuously improve their service maturity as they prepare for and execute AI+Data transformation.

We are seeking a passionate, experienced, product leader to drive the continued success of Salesforce’s market-leading Service Cloud product. Focus is on the EMEA region.

Key Responsibilities:

• Drive product adoption of Service Cloud through the creation of scalable processes and assets

• Work closely with cross-functional teams on pre-sales and post-sales customer engagements to meet commercial business objectives

• Own the engagement strategy for the Service Cloud Product team with the Service Cloud ecosystem in EMEA

• Represent Salesforce as a product expert in customer interactions, industry and corporate events, and through community sites and social media.

• Deliver regular enablement content to support customer success and adoption of key capabilities

• Evangelize innovation (e.g. Agentforce agentic AI solutions) in the context of Service Cloud

• Feed strategic customer requirements into the Product team and drive resolution of strategic customer requests

Qualifications:

• 10+ years of experience in product management Service Cloud or similar is essential

• Proven track record of leading product teams and delivering successful software products.

• Strong understanding of Salesforce CRM systems and their applications in business environments.

• Exceptional leadership, communication, and interpersonal skills.

• Ability to think strategically and execute tactically.

• Experience leveraging data and insights to drive decision-making.

• Passion for customer success and a deep commitment to delivering exceptional customer experiences.

• 30% Travel