Product CRM Lead - Financial Services

Roles and Responsibilities:

- Execute enterprise level transformation project(s) involving multiple departments and stakeholders

- Implement Salesforce Service Cloud OOTB features and integration with upstream and downstream systems

- Design and implement end to end customer support and digital sales teams reach-out - discoverability of support options, ticket creation, management, and closures and their visibility on different platforms

- Manage SI partners onboarded to implement strategic projects. Create governance architecture to make sure deliverables are met and people are accountable

- Conduct reviews for C-level leadership

- Manage the products in support ecosystem-telephony, chat, and SF. Create and maintain robust product backlog

- Create and analyze reports and dashboards to aid data driven decision making

- Proactively identify gaps in customer experience and digital sales, by means of data analysis and stakeholder reach-outs. Create implementation pipelines to mitigate the gaps

- Work across teams and departments to ensure execution. Make and enhance trusted relationships with different teams contributing in the value chain.

Desire Qualifications:

- Solid understanding of customer experience journeys

- Experience in leading enterprise level implementations

- Thorough understanding of SaaS products and how their OOTB features can be leveraged with minimal customizations

- Very high degree of ownership. Should be able to ensure self accountability towards deliverables for goals and ensure accountability of respective teams toward their deliverables

- Comfortable to work in high degree of ambiguity

- Knack of breaking larger problem sets into smaller problems, solutions, and bringing in clarity.