Salesforce Digital Customer Experience Product Manager *REMOTE OPPORTUNITY**

Company: FLEETCOR
Location: San Antonio
Posted on: January 16, 2022

Job Description:

Salesforce Digital Customer Experience Product Manager

We are seeking an experienced Salesforce Product Manager to join the Customer Experience and Salesforce Support team at FLEETCOR to drive the digital self-service initiatives that enhance our overall customer experience. The ideal candidate will extensive knowledge of Salesforce Service and Experience cloud, ideally a Salesforce administrator certification.

This can be a 100% remote role for the right individual.

They will be responsible for the design, development, and maintenance of FLEETCOR's first customer community as well as other customer experience enhancements throughout the customer lifecycle. They will be actively involved in the design sessions with business analysts, product managers, and other technical team members. Additionally, they should bring technology and people leadership skills to the North American Fuel division of FLEETCOR.

Responsibilities
Responsible for building & maintaining the customer support pages in Salesforce Community/Experience Cloud for various brands and products.
Drive the roadmap for knowledge, self-service, chat and other customer experience-enhancing features within the customer support pages.
Provide planning, leadership and focus to manage deliverables, scope and objective of major project and subprojects.
Evaluate solution alternatives (technologies, platforms, vendors) to meet new or unmet customer experience needs. Prepare and communicate proposals and write requirements for execution.
Maintain analytics and insights to measure the success of the pages and continually evolve the design, user experience and roadmap of the pages.
Technical Solution Lead for Experience Cloud Platform.
Ability to research solutions, assess options, and formulate proposals for ways to solve requests from business partners.
Manages and recommends changes to integrations between Salesforce and multiple other platforms and technologies.
In collaboration with other team members, provide a vision for the Experience Cloud platform and identify gaps in business processes that could be addressed with Salesforce solutions

Technical And Solution Architecture
Directly accountable for the conversion of product requirements into an architecture and design that will become the blueprint for the solution being created.
Lead conceptual and technical solution design for assigned feature improvements to meet business requirements while ensuring compliance with established architectural principles, standards, and processes.
Responsible for matching business process and automation requirements to the capabilities of Salesforce, including, but not limited to, managed and unmanaged packages, complex data model, integration, role hierarchy, sharing, and security model

Salesforce Development And Reporting
Develop the requirements for Salesforce solutions using Configuration and Customization
Perform hands-on configuration and development as needed, and roll up your sleeves to resolve technical issues.
Develop reports and dashboards for measuring the community results and metrics
Support other Salesforce Service Cloud initiatives as needed

Qualifications
Bachelor's degree or equivalent combination of education and work experience
3+ years of product management experience delivering various Salesforce and Digital Solutions.
Strong knowledge of Salesforce.com including workflows, triggers, reporting, general design concepts, and overall approach of Salesforce.com as a CRM platform.
Salesforce Community Consultant Certification or relevant experience
Salesforce Administrator Certification or relevant experience
Educated in Lightning Platform and capabilities
Experienced with integrations between Salesforce and multiple other platforms and technologies
Strong client-facing communication skills
Ability to learn quickly and function as a positive and creative member of a team

#remote

About The Company

FLEETCOR Technologies, Inc. ("FLEETCOR") is a leading global provider of business payment solutions. We help companies of all sizes control, simplify and secure payment of various domestic and cross-border payables using specialized payment products. We serve businesses, partners, merchants, consumers and payment networks in North America, Latin America, Europe, and Asia Pacific.
$2.4B Annual Revenue
600,000 Directly Served Business Clients
2.6B+ Transactions per Year
8,400+ Employees

(as of December 31, 2020)

Our payment solutions provide our customers with a payment method designed to be superior to and more robust and effective than what they use currently, whether they use a competitor's product or another alternative method such as cash or check. We group our payment solutions into five primary categories: Fuel, Lodging, Tolls, Corporate Payments and Gift. Each category is unique in its focus, customer base and target markets, but they also share a number of characteristics: customers are primarily businesses, have recurring revenue models, have specialized networks which create barriers to entry, have high margins, and have similar selling systems.

FLEETCOR Enjoys Global Recognition Including
Forbes Global Growth Champion - FLEETCOR is one of the 250 fastest growing companies in the world as determined by Forbes and Statista
Forbes World's Most Innovative Companies - FLEETCOR has made this prestigious list of leading innovative companies 4 years in a row!
Fortune 1000 Company - FLEETCOR was one of the largest movers in the new rankings of the largest companies in America, ranking#872
S&P 500 - In 2018, FLEETCOR joined the S&P stock index comprised of the 500 leading US stocks based on market cap (company value)

Our Vision

Despite many advances in our industry, the majority of business payments are still made with outdated and inferior payment methods, such as checks and cash. We envision a business world where every purchase is controlled, every payment is digital, and every payment-related decision is well-informed. In this future paperless state, payments will require little to no time to manage, leaving companies with more time for what matters most: activities that grow their businesses.

Our Mission

FLEETCOR's mission is to provide businesses with a better way to pay, by replacing outdated payment methods such as checks and cash, and displacing the incumbent providers of those methods. Through the digitalization of payments, we create and support robust ecosystems which benefit all participating constituents: payment-making customers, payment-accepting merchants, tax-collecting governments, and FLEETCOR.

Our Strategy

FLEETCOR is a growth company, and we employ a simple three-prong strategy for growing our business:
More Customers. We invest more than $200 million per year in sales and marketing, predominately focused on new customer acquisition. We continue to scale existing sales channels and headcount, enable our sales people with demand generation and other tools, and launch new distribution channels both internally and through partners such as ERP software providers, telematics companies, and banks. We will also grow our customer base inorganically through acquisitions.
More Spend. We seek to leverage our existing customer relationships and capture greater share of their business payment expenditures. As such, we have developed various "beyond" initiatives, where we extend the utility of an existing payment product without degrading the core value proposition of the original product. As such, a customer can "buy more stuff" without sacrificing the controls and reporting which attracted the customer to our product to begin with. For example:
Our Fuel card customers can enable their cards to allow non-fuel purchases relevant to their business, like allowing a painting crew to buy supplies at a home improvement store, so they can finish the paint job.
Our Toll tag customers can use their in-vehicle RFID tags to make other "on the go" purchases like parking, fuel and fast-food.
For our customers, these product extensions reduce payment friction, saving them time and operational headaches. For FLEETCOR, these product extensions can increase our share of wallet with existing customers and can increase our products' appeal and applicability to previously-unserved customer segments (e.g., non-toll urban dwellers). We also create new product offerings, developed internally or in conjunction with partners, to cross-sell to our existing customer base.
More Geographies. We continue to seek attractive entry opportunities in major international markets, which we intend to pursue through acquisitions and partnerships.

Our Commitment to Diversity, Equality, Inclusion, Belonging

We Are Therefore Committed To Building And Nurturing a Culture Of Diversity, Inclusion, And Belonging By

Together we can foster true belonging.We know different ideas, perspectives and backgrounds lead to better innovation and results.
Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
Empowering our people to share their experiences and ideas through open forums and individual conversations; and
Valuing each person's unique perspectives and individual contributions.

Embracing diversity enables our people to "make the difference" at FLEETCOR.

Our Values

Our Entrepreneurial Spirit Remains Strong Across Our Global Workforce, And We Reinforce These Principles In Our Five Core Values

FLEETCOR's culture reflects our history of fast growth and our continued drive for results.
Innovation: Figure out a better way
Execution: Get it done quickly
Integrity: Do the right thing
People: We make the difference
Collaboration: Accomplish more together

These values guide all of our employees and are infused in all aspects of our Company. We are, as a team, united through these shared values and our mission to provide "a better way to pay."

Our values foster an inclusive culture through the expectation that all employees will treat each other with respect and appreciate the diversity of identities, thoughts, backgrounds and styles. Our commitment to fostering an inclusive culture has never been more essential than in this moment of national reflection.We must always celebrate the diversity of our company and our communities.

We strongly believe that the quality and diversity of our workforce provide FLEETCOR with a competitive advantage, and that our problem-solving and solution-building efforts are greatly enhanced when we harness the collective thinking of a diverse group of people with unique experiences and perspectives.

FLEETCOR's COVID-19 Hiring Guidelines

Due to COVID-19, most of our employees are temporarily working from home. In addition, FLEETCOR implemented a virtual interviewing and hiring process, engaging with talent by phone or video and onboarding new employees remotely. We value the safety of each member of our community because we know we're all in this together.

Equal Opportunity/Affirmative Action Employer

FLEETCOR is an Equal Opportunity Employer. FLEETCOR provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law.If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency .

Apply Now

Keywords: FLEETCOR, San Antonio , Salesforce Digital Customer Experience Product Manager *REMOTE OPPORTUNITY**, Executive , San Antonio, Texas