Product Manager - CRM - Financial Services Firm

Product Manager CRM at Financial services company

CORE RESPONSIBILITIES:

- Understand Customer & Servicing user landscape across platforms to deliver IT Solutions in areas of CRM, Call centre & Chatbot.

- Assess rapidly changing technologies and apply them to business needs

- Initiate new digital projects based on identified business needs.

- Preparing business case in consultation with Stakeholder & implement the same with Developer.

- Design, pilot, implementation and maintenance of platforms; facilitating release planning with stakeholders as well as demos on POC

- Drive change management & adoption for Salesforce platform.

- Understanding of salesforce service cloud feature: Omni Channel, Email To Case, Entitlement & Milestone.

CANDIDATE PROFILE:

- Indepth understanding of customer experience and servicing

- Experience in scaling customer experience solutions across frontends and backend

- Experience in working on SaaS product such as salesforce service cloud

Uderstanding of APIs and how they integrate different applicaitons

- Proven knowledge and understanding of build customer experience portals, technology and supporting industry principles

- Strong problem solver with ability manage multiple indirect teams.

- work collaboratively with executive leadership, business , IT & Business solution group to establish a cohesive strategy and lead

- Salesforce Product management.