Product Owner - Customer Success

Salesforce•Indianapolis, IN

About The Position

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. Digital Enterprise Technology (DET) connects people and technology to transform the future of work at Salesforce. Guided by our core values of Trust, Customer Success, Equality, Innovation, and Sustainability, we deliver business outcomes that fuel growth, drive competitive advantage, and empower our employees and customers globally. We oversee technology strategy, Salesforce on Salesforce, customer and partner enablement, applications engineering, infrastructure, collaboration, enterprise operations, architecture, and program enablement. We are Customer Zero, the best example of Salesforce products delivered globally, at scale, sustainably. We are seeking a high-caliber Software Product Owner to join our Customer Success Domain. In this role, you aren’t just a "task manager"; you are the bridge between ambitious strategy and technical execution. You will take the vision from Product Managers and business stakeholders and transform it into a granular, actionable backlog that empowers our engineering teams to build world-class solutions. Your primary focus will be the Contact Transformation initiative. You will lead the transition from inconsistent, account-level legacy models to a robust, tenant-scoped Contact lifecycle that ensures rapid, correct incident routing for our customers.

Requirements

3+ years of experience with Salesforce implementations (Service Cloud or Salesforce Platform) in a Product Owner or technical PM role.
Familiarity with security contact lifecycles, incident routing, or identity and access management (IAM) concepts.
Deep understanding of Agile Development methods and the ability to decompose and maintain a traceable, highly organized and well-groomed backlog.
Experience with the Jobs to be Done framework and user-centered design principles and practices (ie. Customer Journey Mapping, Process Modeling)
Exceptional attention to detail; ability to be "in the weeds" of complex discussions while maintaining a strategic view of the program.
Proven ability to work in a highly ambiguous environment, managing a high volume of incoming requests (via Slack and other channels) without becoming overwhelmed or losing focus.
Salesforce system implementations and solution architecture for global companies with complex business processes.
Ability to juggle multiple projects and tasks.
Demonstrated knowledge of project management concepts and techniques required.

Nice To Haves

Experience in system integration in particular with a focus on Customer Success/Support process integration.
Salesforce Administrator Certification, Sales Cloud Consultant Certification, Service Cloud Certification.
Knowledge in Salesforce architecture components, principles, procedures, and practices.

Responsibilities

Manage the Security Lifecycle: Own the delivery of the tenant-scoped Contact lifecycle, covering everything from initial request and acceptance to active status and timeout handling.
Ensure Authorization Integrity: Work with engineering to implement Muleosoft integrations into authorization systems, ensuring assigned Contacts remain eligible over time.
Verification & Verification: Execute the capture and verification of operational email aliases to guarantee that critical security notifications reach the correct customer teams.
Migration Leadership: Drive the development of a migration wizard to transition users from legacy account-level fields to the new tenant-scoped model seamlessly.
Translate Strategy: Realize high-level requirements into well-formed strategic delivery plans for embedded Agents and Portal UX.
Maintain Backlog Health: Ensure all stories are managed according to program management best practices, maintaining an orderly state that allows for audit-grade change history and immutable logging.
Sprint Planning: Define sprint goals and meet team commitments delivering the backlog based on team capacity, ensuring effective and timely delivery on time and on scope, according to definition of ready and done.
Stakeholder Alignment: Coordinate with Product Managers and Engineering Lead to align feature delivery with the broader DET roadmap while shielding the engineering team ensuring successful delivery.
Demonstrate Value: Running team demos to business leaders and ensure visibility , while reducing security and compliance exposure.
Security Standards: Manage the backlog to include compliance, security and privacy requirements, requesting advisory reviews to ensure compliance.
Accountability: Take ownership of UAT testing and submit testing evidence for change request approvals.
Tooling Accuracy: Maintain required fields in LeanIX (LIX) factsheets to provide a holistic view of the technology landscape.