Product Manager – CRM & Service Enablement (Post-Purchase & Service)

Kimberly-Clark•Atlanta, GA

4d•Hybrid

About The Position

You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In this role, you’ll help us deliver better care for billions of people around the world. It starts with YOU. The Kimberly-Clark Professional (KCP) CX & Marketing organization aims to be an innovative, “customer-first” thought leader and invaluable business partner to all industry end users and distributors by providing insights-driven solutions that meet unique needs. The team strives to exceed Channel and End User expectations with unparalleled thought leadership and innovative category technology, resulting in relevant solution bundles that maximize KCP's competitive advantage, share leadership, volume growth, and best-in-class partner status. Their Purpose is to unlock quantifiable growth through brand leadership for long-term market dominance. The Vision is to be a united team focused on customer needs, innovative marketing, and data-driven execution. They prioritize transparency, a customer-centric approach, data-driven decisions, and empathetic collaboration. Upholding values of integrity, curiosity, tenacity, agility, and inclusivity, the team is committed to continuous improvement and adapting to changes while celebrating diversity as a strength. The Product Manager for CRM & Service Enablement owns the strategy, roadmap, and delivery of CRM capabilities that support post-purchase experiences—including service delivery, case management, issue resolution, and customer support. This role is accountable for enabling seamless, efficient, and personalized service experiences across channels and touchpoints. Working closely with Journey Managers, Experience Design Architects, and Product Designers, this role ensures that CRM capabilities—primarily within Salesforce Service Cloud—are aligned to journey goals, experience blueprints, and internal workflows. The Product Manager translates service needs into scalable platform solutions that empower internal teams and elevate the customer experience.

Requirements

6+ years of product management experience, including 3+ years working in the Salesforce ecosystem.
Bachelor's degree
Proven track record of delivering CRM capabilities that drive service excellence and operational efficiency.
Deep expertise in Salesforce Service Cloud, including case management, knowledge, and automation features.
Strong understanding of post-purchase service processes, escalation workflows, and customer support operations.
Proficiency in agile methodologies, backlog management, and cross-functional collaboration.
Ability to translate service needs into technical requirements and user-centric solutions.

Nice To Haves

Experience working with Journey Managers, Experience Designers, and cross-functional product teams.
Familiarity with service blueprinting, experience mapping, and workflow design.
Strong communication and storytelling skills to influence stakeholders and drive alignment.
Experience with AI/ML, data strategy, and CRM analytics for service optimization.
Vendor management and experience with service ecosystem tools (e.g., field service, chatbots, escalation platforms, FourKites).

Responsibilities

Product Vision & Strategy Define and evolve the CRM product vision for service enablement, aligned to post-purchase journey goals and business outcomes.
Partner with Journey Managers to ensure CRM capabilities support the execution and continuous improvement of service and support journeys.
Stay attuned to service trends, customer expectations, and competitive benchmarks to inform product direction.
Establish a persona-based CRM platform that supports differentiated service experiences and drives internal adoption across service roles.
Cross-Functional Collaboration Collaborate with Experience Design Architects to ensure CRM capabilities align with service blueprints and experience architecture.
Work with Product Designers to translate experience strategy into tangible workflows, UI/UX, and technical product designs for service agents and support teams.
Partner with customer care, operations, and digital teams to capture requirements and prioritize enhancements that improve resolution speed, satisfaction, and efficiency.
Strong collaboration with customer-facing self-service portal Product Manager to ensure seamless omnichannel service experience.
Product Delivery & Execution Lead product development from discovery through delivery, including backlog management, sprint planning, and release communication.
Translate roadmap into executable features and user stories in partnership with Product Owners and technical teams.
Ensure CRM integrations with knowledge bases, case management, field service, logistics and escalation tools are seamless and scalable.
Track adoption and impact using KPIs such as case resolution time, first contact resolution, CSAT, and agent productivity.
Data & Intelligence Enablement Define and maintain a CRM data strategy that supports a 360° customer view and enables AI/ML-driven insights for service personalization and automation.
Ensure data quality, governance, and analytics capabilities support proactive service, escalation management, and customer retention.
Leverage Salesforce Service Cloud as a system of intelligence to simplify processes and drive automation, triage, and decision-making.
Change Management & Adoption Partner with enablement and change teams to drive adoption of CRM capabilities across service and support teams.
Communicate product vision, roadmap, and results to stakeholders and leadership.
Foster a culture of continuous improvement through feedback loops, usability testing, and iteration.

Benefits

Great support for good health with medical, dental, and vision coverage options with no waiting periods or pre-existing condition restrictions.
Access to an on-site fitness center, occupational health nurse, and allowances for high-quality safety equipment.
Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.
Diverse income protection insurance options to protect yourself and your family in case of illness, injury, or other unexpected events.
Additional programs and support to continue your education, adopt a child, relocate, or even find temporary childcare.

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