Iron Mountain Salesforce Service Cloud/Community Product Owner in Boston, Massachusetts
At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.
Reporting to the Director - Technology Product Manager, the Salesforce Service Cloud and Community Product owner will be a key member of the CRM platform focused on evolving the capabilities required by the global Care/Customer service organization. This product owner will be a key bridge between the business and technology as well as with the scrum of scrums of the CRM platform. He/She or she will be responsible for definition, stakeholder management and creating focus for the delivery teams enabling success by creating clarity in requirements, removing blockers and prioritizing work.
The Customer Relationship Management Platform is a key strategic enterprise ecosystem for Iron Mountain. The goal is to enable the cloud based platform to be the one stop shop of managing our customers from leads through the sales process, billing and support. Salesforce is the central platform at the core of our CRM implementation. The platform enables our sales, care and finance organizations to understand our customers end to end. Iron Mountain is going through a transformation to consolidate all billing platforms into Salesforce and standardize quote to bill processes globally.
This person will work with the product manager on the overall strategy and roadmap of the CRM platform focusing on capabilities around Salesforce Service Cloud and Salesforce Community while also working with the global business stakeholders team to ensure successful rollout of Service Cloud globally. The candidate will be expected to continuously learn about the capabilities in this space and be a thought leader influencing the features delivered on the platform. Working with stakeholders across the company, this leader will understand the needs at global and local levels to evolve the salesforce capabilities to meet their needs. The platform team executes utilizing agile methodology. The product owner is expected to be accountable for definition of work for the scrum team(s) working on service cloud/community, prioritizing work, and providing clarity and focus.
Candidate will possess the necessary balance of strategic vision coupled with hands-on leadership when needed to ensure delivery. Candidate should be an outstanding communicator capable of describing the business impact and value of features as well as the transformational potential of emerging technologies in this space. Must possess strong communication skills, be team oriented and focused as well as senior-level influencing skills.
Principal Duties and Responsibilities
Responsible for the definition of Salesforce Service Cloud and Community capabilities on the CRM platform.
Manages effective stakeholder engagement across all levels. This includes the ultimate users of the platform, benefactors, executives and champions.
Works with the product manager to groom features, breaks down stories and facilitates story grooming with the scrum teams
A talent multiplier who enables the team to continuously deliver, improve and increase velocity
Understands and communicates the value being delivered by features in the platform.
Encourages creativity and challenge traditional thinking to solve business problems
Focuses on ensuring the platform is able to scale and deliver global standard capabilities
Keeps abreast of industry trends through benchmarking, participation in professional associations, etc. in order to lead strategic business direction
Knowledge, Skills and Qualifications:
7+ years as a technology professional
Expert level understanding of working with Salesforce. Understanding of Service Cloud and Community process and capabilities.
Ability to understand business problems and bridge with technology capabilities
Experience with Agile teams and delivery. Experience as a product owner across multiple scrum teams or product owner at a scrum of scrums level.
Strong, proven problem-solving skills with the ability to quickly analyze the most expedient method to recover business operations
Must be committed to a culture of continuous improvement
Exceptional customer service skills, in addition to extensive experience working in a team-oriented, collaborative environment.
Must be able to communicate effectively with users, executives and senior leaders at all levels
Ability to effectively prioritize and execute tasks
Strong communication, influencing, and presentation skills
Exceptional organizational skills with the ability to manage multiple projects and teams with competing priorities.
Ability to work in a fast paced, high tech environment juggling multiple priorities while meeting deadlines
Ability to maintain a positive attitude in high pressure situations and manage distributed teams with competing priorities with tight deadlines
Agile Product Owner Certification
- BS/BA degree in Computer Science/ Information Technology/ Management Information Systems or related field or equivalent experience
Category: Information Technology Group
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
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