Customer Service jobs in United States, Nevada, North Las Vegas

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About the Role

• This high-impact, high-visibility role on the Service Cloud Product Marketing team is your opportunity to stretch your strategic storytelling muscles. As a Senior Product Marketing Manager, you will develop global messaging and positioning that sets industry standards. You will bring the Service Cloud story and product innovation to life through keynote presentations, analyst briefings, and executive communications.

• You will collaborate closely with senior leaders across functions and work alongside a world-class team of passionate product marketers. This is a fast-paced role requiring tight collaboration with Product Marketing Managers focused on core Service Cloud products, as well as teams in Customer Insights, Customer Marketing, Creative, Public Relations, Analyst Relations, Events, Campaigns, GTM, and Product Management.

Responsibilities

• Lead the messaging and positioning strategy for the global Service Cloud & Industries product

• Create executive-level keynote presentations for premier events like Dreamforce, engaging in-person, digital, and hybrid audiences

• Develop messaging and positioning frameworks, and sales enablement materials that ensure consistent messaging worldwide and across industries

• Partner with Customer Insights to validate messaging via customer and prospect focus groups

• Collaborate with Analyst Relations to craft presentations demonstrating Service Cloud thought leadership and product innovation

• Coach senior executives and presenters to effectively deliver the Service Cloud brand narrative

• Provide messaging guidance and feedback on campaigns, creative assets, and PR strategies

• Conduct competitive research to maintain differentiated and relevant messaging and positioning

• Develop a deep technical understanding of core Service Cloud capabilities including case management, knowledge, and the service console to shape differentiated messaging that resonates with IT and business buyers.

• Partner closely with Product Management and Sales to translate product strategy into compelling narratives that bridge technical detail and customer value, ensuring our positioning scales across stakeholders from admins to CIOs.

Required Skills / Experience

• 7+ years in product, industry, or corporate marketing, preferably with SaaS or cloud software experience

• Proven ability to craft compelling positioning, messaging, and thought leadership content, with experience interacting with executives and developing executive-level presentations

• Creative thinker with a track record of leading cross-functional teams and driving projects from ideation to success

• Strong written and verbal communication skills with the ability to build strong cross-team relationships

• Experience collaborating with sales teams to achieve shared revenue goals

• Executive presence with the confidence to present clearly to senior executives

• Skilled creative problem solver who can connect the dots and generate big ideas

• Proficient in Google Slides, Keynote, and PowerPoint with an eye for impactful design and detail

• Open to feedback and adept at managing diverse opinions to elevate projects

• Solid project management skills to lead initiatives from start to finish and rally teams

• Willingness to travel (~10%) to support key in-person events

Unleash Your Potential

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Posting Statement

Job Category

Job Details

Your Impact

• Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.

• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.

• Coordinating the completion of the Signature Success catalog of services as required for your customer.

• Providing timely, proactive Salesforce feature guidance based on the areas of interest for your customer.

• Acting as an advisor to your customers for the adoption of new features of Salesforce’s annual release schedules and identifying potential challenges and risks to your customer's implementation.

• Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.

• Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.

• The CSM may be required for occasional travel to customer sites and may need to be available for some after-hour or weekend coverage, depending on the customer’s need.

Minimum Requirements

• Minimum of 8 years of work experience in one or more of the following: Technical Customer Success, Salesforce CRM or SaaS platform use, project leadership, technology solutions development, technical solutions, and/or solutions architecture.

• Experience with Salesforce Sales Cloud and/or Service Cloud and/or a relevant competing platform.

• 4+ years’ experience in management consulting services,

• Exceptional communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.

• Skills for analyzing technical concepts and translating them into business terms and mapping business requirements into technical features.

• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.

• Knowledge of software development process and design methodologies.

• Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.

Preferred Requirements

• Salesforce product certifications are a plus (AI Associate, Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant, and Service Cloud Consultant).

• Knowledge of Salesforce products and features, capabilities, best use, and how to deploy.

• Experience working with Enterprise-level customers.

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Posting Statement

• Manages the customer experience by identifying opportunities to improve a customer's financial wellbeing and create loyalty while increasing share of wallet. From a variety of customer interactions, participates in proactive sales and service activities and identifies referral opportunities. Collaborates with ecosystem partners to grow customer's share of wallet. Positions PNC solutions to drive new revenue and customer loyalty.
• Drives proactive sales conversations through internal and outbound interactions with a defined sales process including outbound calling, service to sales, teller interactions, appointment setting and effective lobby engagement, ultimately elevating client loyalty. Delivers a full PNC conversation with every client interaction to identify appropriate PNC solutions. Leverages ecosystem partnerships to acquire, expand and retain relationships.
• Creates customer loyalty and grows customer share of wallet through a differentiated customer experience. Performs lobby engagement activities to connect with customers and position PNC products to meet their needs. Educates customers on options for managing financial transactions by leveraging technology, tools and resources.
• Applies product and procedural knowledge to identify, mitigate and solve customer problems effectively to drive customer loyalty.
• Manages risk through adherence to all policies and procedures, demonstrating sound judgment within established limits. Demonstrates a heightened scrutiny to identify and avoid loss. Ensures teller and branch daily operations and maintenance transactions are completed in an efficient and accurate manner.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

• To learn more about this and other opportunities on our team .

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and requiredneeded to be successful in this position.

This position is subject to the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA) and, for any registered role, the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and/or the Financial Industry Regulatory Authority (FINRA), which prohibit the hiring of individuals with certain criminal history.

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