Define launch readiness criteria, success metrics, and post-launch stabilization plans
Service Console
Go-to-Market & Rollout Execution: Develop phased rollout strategies for onboarding client-facing teams
7+ years of product management experience
Experience with CTI/telephony integrations (preferably NICE CXone)
Certification in NICE CXone or similar CCaaS platform (preferred)
Experience integrating Salesforce with Jira or other ticketing/workflow systems
Transition the platform from implementation mode to operational excellence mode
Proven ability to influence senior leaders without direct authority (preferred)
Track adoption metrics post-launch and drive corrective action when targets are not met
Coordinate training sessions, office hours, and reinforcement mechanisms
Experience in healthcare or other regulated industries (preferred)
Experience driving CRM standardization across multiple business units
Experience with Salesforce Service Cloud certification (Consultant or Administrator preferred)
Hands‑on understanding of Service Cloud configuration
3+ years owning or leading Salesforce Service Cloud implementations
Create and manage a cross-functional launch calendar aligned to engineering capacity and business readiness
Omni‑channel routing configuration
Salesforce Flows and automation tools
Training, Enablement & Operationalization: Define training requirements for different user personas
Demonstrated experience leading enterprise platform migrations or transformations
Define steady-state governance models for intake standards, case management, and system configuration
Knowledge Management
Strong working knowledge of Agile frameworks and tools (Jira, Confluence)
Experience defining KPIs for platform adoption, SLA performance, and operational efficiency
Deep Service Cloud expertise to architect, scale, operationalize, and drive adoption of a unified omni-channel case management platform across the enterprise
Comfort translating business workflows into scalable technical configurations
Successful onboarding of client-facing teams onto Salesforce Service Cloud as the standardized omni-channel intake platform (looks like a post-hire measurable outcome, but stated as a requirement for success)
Experience building rollout and adoption strategies for enterprise software platforms
Entitlement Management
Coordinate communications plans for platform enhancements and new feature releases
Develop enablement strategies including documentation, playbooks, and workflow guides
Track record of driving adoption, not just delivering features (preferred)
Ability to evangelize the platform to drive measurable adoption and behavioral change across client-facing teams