CSG Product Operations Specialist

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The Customer Success Group's (CSG) Offer Management team is a product management organization that productizes and monetizes the CSG capabilities that will help customers realize business value from their Salesforce technology investment. This team is a "messenger of the market" to the rest of the CSG organization, identifying the best market segments and opportunities for success offers. We maintain a multi-year roadmap for our portfolio, develop research-backed business cases for offer development and positioning, and manage the entire portfolio from design to end of life. We adhere to a governance framework to effectively manage and coordinate cross-functional work. Once offers are launched, we measure offer performance and identify changes to improve the experience customers and Salesforce employees have with our offers.

Role Description:

The CSG Product Operations team is seeking an experienced and motivated Operations Specialist to join our team. This role will be instrumental in ensuring our products are easy to buy, sell, and deliver, while driving strategic product launches and initiatives. You will assist in roadmap planning, prioritize initiatives, and execute on key deliverables throughout the product lifecycle, from launch to post-launch support. Additionally, you will collaborate with cross-functional teams to enable sales, support product operations, and establish governance processes to maintain efficient product provisioning.

Responsibilities & Impact:

Success will be measured by the overall performance of the product launches, ability to meet timelines and overcome obstacles, and efficiency in development of processes.

Product Launch & Roadmap Support:
-Assist in the creation and execution of product roadmaps, working closely with offer managers and other stakeholders.
-Support product launch planning, ensuring all necessary steps are in place for a smooth and successful launch.
-Coordinate between product, sales, and operations teams to align priorities and timelines.

Sales Enablement & Support:
-Partner with the sales teams to ensure they have the right resources and training for new product offerings.
-Create and update sales collateral, product documentation, and training materials as needed.
-Assist in the sales operations process, including deal support and providing product expertise.

Post-Launch Operations & Governance:
-Monitor the post-launch phase, resolving issues and ensuring that products are delivered as expected.
-Enforce product provisioning governance to ensure consistent and efficient product delivery.
-Monitor and resolve any product-related operational challenges to ensure seamless customer experience.

Cross-functional Collaboration:
-Collaborate with cross-functional teams including Offer Management, Marketing, Sales, and -Customer Support to drive product initiatives forward.
-Provide ongoing feedback and insights from sales and operations to inform product improvement and roadmaps.

Continuous Improvement:
-Identify areas for process improvement and work with teams to implement best practices in product operations.
-Contribute to streamlining product workflows, reducing friction, and enhancing overall product effectiveness and customer satisfaction.

Qualifications:
-Bachelor's degree in Business, Operations, or related field (or equivalent work experience).
-2+ years of experience in product operations, sales operations, or a related field.
-Strong project management and organizational skills, with the ability to manage multiple initiatives simultaneously.
-Experience working with cross-functional teams, including product, sales, and customer support.
-Excellent communication skills, both written and verbal.
-Proficient in tools like CRM systems (Salesforce, HubSpot), Microsoft Office Suite, Google Workspace and Tableau.
-Knowledge of product lifecycle management, sales enablement, and provisioning governance is a plus.

Desirable Skills:
-Salesforce Administrator Certification and Salesforce Trailhead Academy Trailblazer Status
-Familiarity with product development processes.
-Analytical mindset, able to gather insights and data to inform decision-making.
-Ability to adapt in a fast-paced, dynamic environment.

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