Director, Product Strategy & Evangelism - Service Cloud/Call Center Domain

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Job Category
Product
Job Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
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
Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.).
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
Accommodations
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We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.
Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

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