Salesforce Platform Product Manager

Department: Information Technology

Reports To: Director, Business Systems

Employment Status: Full-Time

Office Schedule: Hybrid, approximately 2.5 days per week in the Houston office

About the Role

The Salesforce Platform Product Manager is responsible for the strategy, roadmap, solution design, delivery, adoption, and ongoing improvement of the company's Salesforce platform, with primary responsibility for Sales Cloud and Marketing Cloud.

This role serves as the primary connection between Sales, Marketing, internal IT teams, and external Salesforce partners. The position works directly with business users to understand requirements and determine whether the best solution is standard Salesforce functionality, configuration, automation, integration, process change, or custom development.

This is a hands-on role that will configure, prototype, troubleshoot, and deliver solutions while providing direction to the Salesforce Administrator, developers, internal technology teams, and external partners.

The position will establish stronger internal ownership of Salesforce, improve the current implementation, provide oversight of consulting partners, and help build the long-term Salesforce team and operating model.

Key Responsibilities

Product Strategy and Business Partnership

• Own the Salesforce roadmap, backlog, and delivery priorities.
• Align Salesforce investments with Sales, Marketing, customer experience, and enterprise objectives.
• Work directly with business users to understand processes, requirements, pain points, and desired outcomes.
• Translate business needs into clear requirements, user stories, acceptance criteria, and solution designs.
• Prioritize work based on business value, risk, cost, user impact, and long-term supportability.
• Communicate priorities, risks, decisions, and delivery status in clear business terms.

Salesforce Solution Leadership

• Serve as the internal Salesforce subject-matter expert for Sales Cloud and Marketing Cloud.
• Determine whether requirements should be addressed through standard functionality, configuration, automation, integration, process change, or custom development.
• Challenge requests that would create unnecessary customization, complexity, or technical debt.
• Design scalable, secure, and maintainable solutions aligned with Salesforce best practices.
• Review solution designs, integrations, configurations, and custom development completed by internal and external resources.
• Develop prototypes or proof-of-concept solutions when needed.
• Monitor Salesforce product releases and identify capabilities that could deliver business value.

Hands-On Platform Delivery

• Configure and enhance Salesforce using Flow, validation rules, approval processes, record types, page layouts, permission sets, reports, dashboards, and other declarative tools.
• Support advanced solutions using Apex, Lightning Web Components, APIs, and other Salesforce technologies when appropriate.
• Troubleshoot platform, data, integration, automation, and user experience issues.
• Support Sales Cloud capabilities including lead, account, contact, opportunity, activity, and sales process management.
• Support Marketing Cloud capabilities including Journey Builder, Automation Studio, Email Studio, data extensions, segmentation, and Sales Cloud integration.
• Participate in testing, release planning, deployment, production support, and incident resolution.

Governance, Delivery, and Vendor Management

• Establish standards for Salesforce design, development, security, data, documentation, testing, and release management.
• Coordinate delivery across business users, the Salesforce Administrator, developers, internal IT teams, and external partners.
• Maintain documentation of business processes, integrations, data models, configurations, and key design decisions.
• Monitor platform health, reliability, adoption, technical debt, licensing, and delivery performance.
• Provide functional and technical oversight of CGI and other Salesforce partners.
• Review partner recommendations, designs, staffing, estimates, deliverables, documentation, and invoices.
• Hold partners accountable for quality, cost, timelines, knowledge transfer, and business outcomes.
• Reduce external dependency by strengthening internal ownership and capability.

Team and Capability Development

• Provide functional and technical leadership to the Salesforce Administrator and other application team members.
• Mentor team members on requirements analysis, solution design, Salesforce capabilities, testing, and support.
• Define the future Salesforce team structure, roles, skills, and staffing requirements.
• Participate in recruiting Salesforce developers, administrators, analysts, and other specialists.
• Build internal capability through coaching, documentation, standards, and structured knowledge transfer.

Initial Priorities

During the first six months, the Salesforce Platform Product Manager will be expected to:

• Assess the current Sales Cloud and Marketing Cloud environments.
• Identify business risks, platform issues, integrations, technical debt, and capability gaps.
• Establish ownership of the Salesforce roadmap, backlog, architecture, support, and release process.
• Evaluate CGI's scope, staffing, costs, deliverables, and technical approach.
• Develop a prioritized stabilization and improvement roadmap.
• Improve documentation and transfer critical knowledge to the internal team.
• Establish practical design, development, testing, and governance standards.
• Deliver priority improvements that increase reliability, adoption, and business confidence.
• Define the longer-term Salesforce organization and hiring plan.