Product Analyst

Salesforce•Indianapolis, IN

About The Position

About Salesforce 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 a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Product Analyst – Customer Success Applications (DET) This is an exciting opportunity to join Salesforce’s Digital Engineering & Technology (DET) organization as a Product Analyst supporting a portfolio of applications that enable our Customer Success organization. Customer Success is Salesforce’s primary contact center, responsible for resolving everything from simple administrative inquiries to complex technical issues requiring deep engagement with our R&D teams. In this role, you will support the design, delivery, and continuous improvement of applications used by Support Engineers, including Salesforce’s internal Service Cloud instance, automation built with Prompt Builder, emerging Agentic use cases, and case-handling solutions. As a Product Analyst, you will partner closely with Product Managers, Engineering, and Operations to translate business needs into clear product requirements, support delivery execution, and ensure solutions scale effectively in a fast-paced, enterprise environment.

Requirements

2+ years of professional experience in a product analyst, business analyst, or technology-focused role.
Bachelor’s degree (B.A., B.Sc., or equivalent).
Experience working with enterprise products or applications; exposure to Service Cloud or customer support systems strongly preferred.
Ability to assess business and technical impacts of changes to enterprise systems and processes.
Familiarity with Agile/Scrum development methodologies.
Strong communication skills with the ability to engage both technical and business audiences.
Experience writing clear, concise documentation including requirements, user stories, and process flows.
Ability to work independently and collaboratively in a fast-paced environment with evolving priorities.
Professional, positive, and growth-oriented mindset with a strong interest in learning and continuous improvement.

Nice To Haves

Familiarity with object-oriented programming concepts or enterprise application architectures.
Exposure to professional services or customer-facing delivery environments.
Agile/Scrum or Salesforce certifications.
Experience with the Salesforce platform (Force.com, Service Cloud); Visualforce knowledge is a plus but not required.
Understanding of SaaS business models and operations.
Comfort presenting updates and insights to cross-functional stakeholders.

Responsibilities

Support the execution of a strategic product roadmap focused on techno-functional innovation within Salesforce Customer Success.
Partner with Product Managers to gather requirements, document user stories, and translate business needs into clear functional and technical specifications.
Facilitate collaboration and timely decision-making across stakeholders, delivery partners, and operational teams.
Develop a strong understanding of Salesforce policies, processes, and programs, and apply that knowledge to product decisions and delivery planning.
Coordinate with security, legal, architecture, engineering, quality, support, experience, and program management teams to support delivery of complex, cross-functional initiatives.
Participate in program and project core team meetings, providing clear updates, risks, and dependencies.
Contribute to release planning, testing coordination, and deployment readiness.
Support product performance tracking, issue triage, and continuous improvement efforts.