Hybrid Product Manager – CRM, Service Enablement, Post-Purchase, Service

at Kimberly-Clark

• Job title: Product Manager – CRM, Service Enablement, Post-Purchase, Service
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $127,600 - $157,600 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, Atlanta, United States

About the role

• Product Manager driving CRM capabilities for post-purchase and service at Kimberly-Clark. Collaborating across teams to enhance customer experiences using Salesforce Service Cloud.

Responsibilities

• Define and evolve the CRM product vision for service enablement, aligned to post-purchase journey goals and business outcomes.
• Partner with Journey Managers to ensure CRM capabilities support the execution and continuous improvement of service and support journeys.
• Stay attuned to service trends, customer expectations, and competitive benchmarks to inform product direction.
• Establish a persona-based CRM platform that supports differentiated service experiences and drives internal adoption across service roles.
• Collaborate with Experience Design Architects to ensure CRM capabilities align with service blueprints and experience architecture.
• Work with Product Designers to translate experience strategy into tangible workflows, UI/UX, and technical product designs for service agents and support teams.
• Partner with customer care, operations, and digital teams to capture requirements and prioritize enhancements that improve resolution speed, satisfaction, and efficiency.
• Strong collaboration with customer-facing self-service portal Product Manager to ensure seamless omnichannel service experience.
• Lead product development from discovery through delivery, including backlog management, sprint planning, and release communication.
• Translate roadmap into executable features and user stories in partnership with Product Owners and technical teams.
• Ensure CRM integrations with knowledge bases, case management, field service, logistics and escalation tools are seamless and scalable.
• Track adoption and impact using KPIs such as case resolution time, first contact resolution, CSAT, and agent productivity.
• Define and maintain a CRM data strategy that supports a 360° customer view and enables AI/ML-driven insights for service personalization and automation.
• Ensure data quality, governance, and analytics capabilities support proactive service, escalation management, and customer retention.
• Leverage Salesforce Service Cloud as a system of intelligence to simplify processes and drive automation, triage, and decision-making.
• Partner with enablement and change teams to drive adoption of CRM capabilities across service and support teams.
• Communicate product vision, roadmap, and results to stakeholders and leadership.
• Foster a culture of continuous improvement through feedback loops, usability testing, and iteration.

Requirements

• 6+ years of product management experience, including 3+ years working in the Salesforce ecosystem.
• Bachelor's degree
• Proven track record of delivering CRM capabilities that drive service excellence and operational efficiency.
• Deep expertise in Salesforce Service Cloud, including case management, knowledge, and automation features.
• Strong understanding of post-purchase service processes, escalation workflows, and customer support operations.
• Proficiency in agile methodologies, backlog management, and cross-functional collaboration.
• Ability to translate service needs into technical requirements and user-centric solutions.
• Preferred: Experience working with Journey Managers, Experience Designers, and cross-functional product teams.
• Familiarity with service blueprinting, experience mapping, and workflow design.
• Strong communication and storytelling skills to influence stakeholders and drive alignment.
• Experience with AI/ML, data strategy, and CRM analytics for service optimization.
• Vendor management and experience with service ecosystem tools (e.g., field service, chatbots, escalation platforms, FourKites).

Benefits

• Great support for good health with medical, dental, and vision coverage options with no waiting periods or pre-existing condition restrictions.
• Access to an on-site fitness center, occupational health nurse, and allowances for high-quality safety equipment.
• Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.
• Diverse income protection insurance options to protect yourself and your family in case of illness, injury, or other unexpected events.
• Additional programs and support to continue your education, adopt a child, relocate, or even find temporary childcare.