Director, Product Management – Service Cloud
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 just a buzzword – it’s a way of life. The Director for Service Cloud – Chief Customer team will be responsible for driving expansion, adoption, and retention of Service Cloud. This role reports to the Chief Customer Officer for Service Cloud and is focused on inspiring, empowering, and guiding companies to deliver the most effective service in their industries by fully utilizing Service Cloud (and enabling teams and partners to do the same) to continuously improve their service maturity as they prepare for and execute AI+Data transformation. We are seeking a passionate, experienced product leader to drive the continued success of Salesforce’s market‑leading Service Cloud product, with a primary focus on the EMEA region.
Key Responsibilities
* Drive product adoption of Service Cloud through the creation of scalable processes and assets
* Work closely with cross‑functional teams on pre‑sales and post‑sales customer engagements to meet commercial business objectives
* Own the engagement strategy for the Service Cloud Product team with the Service Cloud ecosystem in EMEA
* Represent Salesforce as a product expert in customer interactions, industry and corporate events, and through community sites and social media
* Deliver regular enablement content to support customer success and adoption of key capabilities
* Evangelize innovation (e.g., Agentforce agentic AI solutions) in the context of Service Cloud
* Feed strategic customer requirements into the Product team and drive resolution of strategic customer requests
Qualifications
* 10+ years of experience in product management of Service Cloud or similar is essential
* Proven track record of leading product teams and delivering successful software products
* Strong understanding of Salesforce CRM systems and their applications in business environments
* Exceptional leadership, communication, and interpersonal skills
* Ability to think strategically and execute tactically
* Experience leveraging data and insights to drive decision‑making
* Passion for customer success and a deep commitment to delivering exceptional customer experiences
* 30% travel
* Experience will be evaluated based on alignment to the core competencies for the role (e.g., extracurricular leadership roles, military experience, volunteer work, etc.)
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.
Accommodations
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Equal Opportunity Statement
Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. We can lead the path to equality by creating a workplace that’s inclusive and free from discrimination. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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