Salesforce Platform Manager (Salesforce Product Manager)

Role Description

Role Overview

The Connectivity Partnerships Department at Booking.com is using the SalesForce platform as its CRM and Business Analytics Platform with approximately 130+ internal and 1000 external users. As Salesforce Platform Manager you will be responsible to influence the platform vision, build the annual and quarterly plan, manage day to day execution and deployment, and ensure value is created for users through adoption and engagement.

You will be the Salesforce lead and expert within the Operational Excellence and Tooling team, responsible for improving customer satisfaction through better tooling. This role will report into the Manager of Operations.

• You will create and manage PI plans and roadmaps with senior leaders from our Sales, Program, Product, Tech, Marketing, Service and Analytics, leading projects on the full range of our Salesforce platform;
• You will be held responsible for building new functionalities and integrations, by coordinating the work of a x functional team of Salesforce specialists;
• You will be held responsible for product adoption and user satisfaction of Salesforce solutions together with the Salesforce Admin.

Based on knowledge and experience on Salesforce objects and processes, you are able to independently own the translation of business needs coming from multiple Connectivity business teams into the right solutions within the Salesforce ecosystem. It includes setting the right expectations on budget, resourcing and delivery timelines to the manager of Operations.

This is primarily an individual contributor role with Senior responsibilities to coordinate and influence a x-functional tooling team. A high level of complexity lies in the x-team Project scope and tech challenges coming from dependencies among different interacting systems. To manage the impact on multiple teams and external partners, it requires advanced design experience and a critical eye for data accuracy. On top, this role will coach and mentor Junior and Medior Application Specialists, Developers, UX specialists and external Consultants, depending on skills, experience, development plans and business needs

Role Qualifications and Requirements:

• Act as Product Owner in shaping the vision of the Salesforce Platform and how this translates into the strategic direction of the department across the entire Provider Journey
• Establish, refine and adjust the roadmap for the team based on changing business priorities and the need to keep the lights on
• Formulate Epics and proactively work with other Tech and Product Teams within and outside the track to manage dependencies
• Take a Leading role in Backlog grooming of the Tooling team and prioritizing work in line with the roadmap during sprint planning
• Lead x-team strategic initiatives with Commercial Growth, Operations, Connectivity Program/CEDI team, the Provider Account Management, Technical Support and the Product organization with regards to change management and enablement.
• Act as point of escalation and help managing senior stakeholder expectations with regards to competing priorities, keeping the ultimate vision and roadmap in mind
• Monitor and track progress against the roadmap through the agreed governance and processes
• Mentor more Junior colleagues and Contingent workers on Salesforce Best Practices and methods
• Strong technical background since the product is a platform we are looking for a person who is comfortable with developing this critical service and translating tech insights into business opportunities and the other way around.
• Creativity and curiosity - A creative tech problem solver with a deep curiosity about our business and product.
• Excellent communication skills - Being able to communicate efficiently both strategic vision and specific details to various stakeholders, from senior leadership to individual project members. Being able to translate business requests in clear and concise product requirements, status updates and product results.
• Strong analytical skills - Able to interpret data and trends, diagnose problems, and recommend effective action plans to resolve issues.
• Strong teamwork and collaboration skills are essential.
• Ability to thrive in a fast-paced, result driven environment with multiple responsibilities, whilst also taking the time for reflection on personal, team and product level.

Certified Salesforce Consultant in the following products

• SalesCloud
• ServiceCloud
• ExperienceCloud
• Salesforce CMS
• Loyalty Cloud