Customer Success Manager supporting public sector organizations in maximizing product value at Euna Solutions. Building relationships, driving growth, and enhancing customer success through strategic initiatives.
About the role
- Product Manager leading Salesforce CRM platform capabilities at Ford Credit. Collaborating with cross-functional teams to drive innovation and improve customer experiences.
Responsibilities
- Collaborate with cross-functional teams (business, product, engineering, UX, data engineering, and AI/ML) to define, prioritize, and implement platform features and capabilities.
- Conduct in-depth analysis of our business needs and identify the right Salesforce platform capabilities to prioritize and implement.
- Create detailed Requirement Documents, features, user stories, metrics, and acceptance criteria, prioritizing them into release planning, and work closely with engineering teams to ensure technical feasibility and efficient implementation of platform features.
- Manage the product backlog aligned with the strategic product roadmap that balances short-term wins with long-term platform goals, continuously monitoring performance and iterating based on user feedback.
- Deeply understand the problems, with a data driven approach to size the impact, customer, and business value to be provided. Able to deep dive and drive initiatives hands-on.
- Collaborate effectively with engineering teams to ensure technical feasibility and sound implementation of product features.
- Identify issues, mitigates, and plans for them early, or escalates issues early enough to timely resolve them.
- Act as a proxy for the North American Group Product Manager, representing their vision, priorities, and decisions to the development team.
- Gather, prioritize, and manage user stories and requirements in collaboration with the Product Manager and stakeholders.
- Write clear and concise acceptance criteria for user stories, outlining the conditions that must be met for the work to be considered complete.
- Work closely with the development team to ensure a shared understanding of acceptance criteria and to facilitate successful delivery of user stories.
- Facilitate communication and collaboration between the development team and stakeholders, including customers, end-users, and business representatives.
- Perform impact assessments on IT services and systems to determine the feasibility and implications of proposed changes or enhancements.
- Work closely with the NA Group Product Manager to refine and groom the backlog, ensuring it is ready for prioritization, Program Increment (PI), Sprint planning and execution.
- Participate in sprint planning meetings to discuss and commit to sprint goals and user stories.
- Collaborate with the development team during sprint review meetings to provide feedback on completed work and ensure it meets acceptance criteria.
- Make informed decisions on behalf of the NA Group Product Manager when necessary, escalating any significant issues or decisions that require the NA Group Product Managers input.
- Actively seek feedback and identify areas for improvement in product development processes and practices.
- Collaborate with technical teams to assess the impact of proposed changes on existing IT infrastructure, systems, and services.
Requirements
- Understanding of Ford Credit’s consumer, commercial, and wholesale businesses.
- Master of Business Administration degree preferred. Bachelor's degree in Computer Science, Engineering, Business, or related field.
- Strong understanding of Agile principles and methodologies.
- Excellent communication, collaboration, and interpersonal skills.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Strong analytical and problem-solving skills.
- Experience working with cross-functional teams and stakeholders.
- Knowledge of project management tools such as Jira, Trello, or Asana.
- Previous experience working with Salesforce CRM platform preferred, but not mandatory.
- Technical fluency with knowledge of APIs, AI/ML, cloud services (preferably GCP), Customer Data Platforms (CDP), analytics, and experimentation methodologies, event driven architecture preferred.
- Experience working on global teams and in a matrixed team structure across product and multiple engineering areas.
- Comfortable working in a fast-paced, fluid environment where priorities shift regularly.
- Ability to break down complex tasks or requirements into simpler, more manageable tasks identifying clear pros, cons, issues, obstacles, and dependencies.
- Fosters an environment of constant delivery and ownership in their areas. Able to help get things shipped and team members prioritize work in their key focus areas.
- Ability to deliver high-impact outcomes, make trade-offs and understand the importance of different work-streams, and thus effectively prioritize to deliver maximum business impact.
- Experience with feature delivery and tradeoffs of a product.
- Experience with owning/driving roadmap strategy and definition.
- Experience with end-to-end product delivery.
- Prior experience in customer related services or receivables.
- Ability to support multiple product squads.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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