Product CRM Lead

3 weeks ago


Mumbai, Maharashtra, India iimjobs Full time

Roles and Responsibilities:

  • Execute enterprise level transformation project(s) involving multiple departments and stakeholders
  • Implement Salesforce Service Cloud OOTB features and integration with upstream and downstream systems
  • Design and implement end to end customer support and digital sales teams reachout discoverability of support options, ticket creation, management, and closures and their visibility on different platforms
  • Manage SI partners onboarded to implement strategic projects. Create governance architecture to make sure deliverables are met and people are accountable
  • Conduct reviews for Clevel leadership
  • Manage the products in support ecosystemtelephony, chat, and SF. Create and maintain robust product backlog
  • Create and analyze reports and dashboards to aid data driven decision making
  • Proactively identify gaps in customer experience and digital sales, by means of data analysis and stakeholder reachouts. Create implementation pipelines to mitigate the gaps
  • Work across teams and departments to ensure execution. Make and enhance trusted relationships with different teams contributing in the value chain.

Desire Qualifications:

  • Solid understanding of customer experience journeys
  • Experience in leading enterprise level implementations
  • Thorough understanding of SaaS products and how their OOTB features can be leveraged with minimal customizations
  • Very high degree of ownership. Should be able to ensure self accountability towards deliverables for goals and ensure accountability of respective teams toward their deliverables
  • Comfortable to work in high degree of ambiguity
  • Knack of breaking larger problem sets into smaller problems, solutions, and bringing in clarity.

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