Product Manager, Salesforce Service & Experience

Covetrus is dedicated to advancing the world of veterinary medicine and empowering veterinary healthcare teams across the companion, equine, and large-animal health markets. We provide a comprehensive suite of products, software, and services to help drive improved patient health, strong client relationships, and successful financial outcomes for veterinary professionals



SUMMARY



The Product Manager, Salesforce Service and Experience is responsible for establishing and maintaining a an iterative Product Roadmap by leading a team of professional Salesforce specialists including administrators, business analysts and developers. This person is responsible for all aspects of service delivery and performance management for their team, as well as act as a key enabler for the delivery of Product enhancements via our CRM product roadmap. They are a strategic partner for the Service and Customer Experience organizations across the Covetrus Global footprint. This position reports to the Director, CRM Center of Excellence



ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop and sustain an effective and efficient team that exemplifies the missions and values of Covetrus and Product Engineering.


• Lead a team that provides daily administration and technical/functional support for Salesforce Service, Omni-Channel, NPS, and Experience Cloud tooling instance including user administration, profiles and roles, and platform customization.


• Collaborate with colleagues and business stakeholders to maintain the CRM Roadmap by collecting, analyzing, understanding, and translating high-level business to the product teams and developers as needed.


• Lead a team of Business Analysts to capture, refine, and finalize a backlog of enhancements to drive and improve the Salesforce-based service and experience tools.


• Provide product management for the full suite of service and experience-related CRM tooling including the delivery of prioritized enhancements.


• Collaborate with other Product Managers within the CRM CoE to support overlapping features, functions, and objectives.


• Identify, track and manage actionable KPIs that are geared toward service delivery and assist the business in identifying, tracking and managing KPIs that enable performance as defined by revenue growth and customer satisfaction.


• Collaborate with internal stakeholders to ensure the design and functionality of the platform is driving productivity, efficiency, consistency, and measurable value across the organization.


• Keep current with new and updated apps, features and functionality in our current environment and the CRM, Service, Omni-Channel, and Experience space to recommend how Covetrus may leverage these innovations and drive their adoption and implementation.


• Coach their team to assist application users by tracking, analyzing, and solving user problems based on an understanding of business process workflow within the CRM ecosystem.


• Facilitate or participate in testing activities to ensure development work meets user requirements.


• Document and maintain processes, policies, application configuration, training and help related material.


• Perform other duties as needed or required.

SUPERVISORY RESPONSIBILITIES

• Reports to Director of CRM CoE


• Responsible for team of 4+ FTE

QUALIFICATIONS:



Education and/or Experience

• Bachelor’s Degree in Business, Computer Science and/or related field


• Minimum four years’ experience working in and with Salesforce


• Experience with Service Cloud/Experience Cloud and business analytics tools a plus

Certificates, License & Registrations

• Salesforce.com Administrator Certification a plus

Competencies (Skills & Abilities)

• Customer service operations


• Service, Call Center, Customer Experience Portal, Omni-Channel Technologies


• Strong background in Salesforce.com security practices including implementing role-based access to views and data


• Strong data management skills


• Detail-oriented with strong analytical skills


• Excellent verbal and written communication skills


• Ability to work independently and be self-motivated

PHYSICAL DEMANDS/WORK ENVIRONMENT



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

• Requires working on a computer for hours at a time


• 15% to 20% domestic and international travel


• Evening and weekend work required to accommodate the time zones our business units and contract resources are in as well as meetings, conferences, and deployment schedules

Salary may vary depending on factors such as confirmed job-related skills, experience, and location


However, the pay range for this position is as follows
$107,500.00 - $199,600.00


We offer the following benefits for you to take advantage of while you are here provided you meet the eligibility requirements under each governing program:

• 401k savings & company match


• Paid time off


• Paid holidays


• Maternity leave


• Parental leave


• Military leave


• Other leaves of absence


• Health, dental, and vision benefits


• Health savings accounts


• Flexible spending accounts


• Life & disability benefits


• Identity theft protection


• Pet insurance


• Sales Positions are eligible for a Variable Incentive


• Certain positions may include eligibility for a short term incentive plan

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.