Offer summary

Qualifications:

Bachelor’s degree in a technical or business field, 5+ years of IT experience in software development life cycle, 5+ years of experience on Salesforce Service Cloud platform, Strong knowledge of support processes related to case management..

Key responsabilities:

Own and manage Customer Success tech stack lifecycle and improvements

Meet with business leaders to define business requirements and systems goals

Lead and support Salesforce Service Cloud application initiatives and projects

Collaborate with cross-functional teams to align business requirements and implement solutions.

Job description

About Arctera

Arctera keeps the world’s IT systems working. We can trust that our credit cards will work at the store, that power will be routed to our homes and that factories will produce our medications because those companies themselves trust Arctera.

Arctera is behind the scenes making sure that many of the biggest organizations in the world – and many of the smallest too – can face down ransomware attacks, natural disasters and compliance challenges without missing a beat. We do this through the power of data and our flagship products, Insight, InfoScale and Backup Exec.

Illuminating data also helps our customers maintain personal privacy, reduce the environmental impact of data storage, and defend against illegal or immoral use of information.

It’s a task that continues to get more complex as data volumes surge. Every day, the world produces more data than it ever has before. And global digital transformation – and the arrival of the age of AI – has set the course for a new explosion in data creation.

Joining the Arctera team, you’ll be part of a group innovating to harness the opportunity of the latest technologies to protect the world’s critical infrastructure and to keep all of our data safe.

We are seeking a dynamic and hand-on experienced Senior Product Manager to lead and deliver Support and Customer Success initiatives under the IT Business Applications team. It’s a unique and exciting opportunity to implement Service Cloud platform and related tech stack from scratch. As a member of the Arctera Information Technology team, this role will be an individual contributor role and add significant value in driving business revenue growth and customers satisfaction and retention with business process optimization and systems automation primarily on the Support and Customer Success areas. The primary applications you will be working with are Salesforce Service Cloud, Entitlement Management for Software Delivery to Customers and Software license key generation, and Genesys Contact Center application, and you are expected to have hands-on experience with the Salesforce Service Cloud platform. Also, you will be engaging and collaborating with the executives and operational leadership teams from Customer Success, Support, Product and Engineering teams including with the IT offshore delivery team.

Key Responsibilities:

Own and manage Customer Success tech stack lifecycle and improvements
Meet with business leaders, decision makers, systems owners, and end users to define business requirements and systems goals
Collaborate with functional leadership and stakeholders to build at least four quarters technology roadmap to deliver business capabilities
Subject matter expert in Customer Support and Customer Success areas
Provide strategic guidance for the internal business teams and be hands-on with implementations
Establish and maintain scalable processes that ensure industry best practices are followed
Facilitate discussions among business owners to understand problem statements and gather requirements
Lead, deliver and support the Salesforce Service Cloud application initiatives and projects
Implement new business processes and improve the existing ones
Interact with cross functional IT teams to align business requirements and understand the systems downstream changes
Develop the functional and high-level technical design document for new business requirements and deliver to our IT offshore delivery team
Document business process flows and requirements and align them with the sprint process
Work closely with offshore Salesforce development team to define and implement the solutions as part of sprint delivery cycles
Manage the projects and enhancements prioritization with the business team and set the expectations on deliverables
Help business users to complete the UAT and drive the delivery of system enhancements
Provide training to end users if needed

Basic Qualifications:

Bachelor’s degree in a technical or business field
Minimum of 5+ years of IT experience in complete software development life cycle process including System Analysis, Design, Development, Testing, Implementation and Documentation
Minimum 5+ years of experience on Salesforce Service Cloud platform required
Strong knowledge and experience on implementing support processes related to case management life cycle, support agents’ productivity, milestones, knowledge base and customer community

Additional Qualifications:

Flexible and adaptable in learning and understanding new technologies
Excellent leadership and project delivery skills
Excellent communication skills, with the ability to effectively interact with both technical teams and non-technical business stakeholders
Ability to effectively prioritize and execute tasks in a high-pressure environment
Highly self-motivated and directed by being a great team player
Keen attention to details

Required profile