Sr Dir/Dir- Product Management, ITSM

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Job Category

Product

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

We are seeking an experienced AI & Automation Product Management Director/ Sr Director to join our team. In this pivotal role, you will bridge the gap between cutting-edge AI technology and tangible business value, empowering sales and solution engineering teams to articulate the power of our AI & Agent capabilities across diverse domains including ITSM, HR/HCM, AIOps, Customer Service, and RPA.

You will be instrumental in translating advanced capabilities into clear and compelling business value for both enterprise and mid-market clients. Your expertise will accelerate customer adoption and drive significant revenue growth.

What You'll Do:

• Drive Technical Sales & Customer Wins: Leverage extensive experience, including a proven track record, to act as an AI product expert for customer opportunities. Navigate the full sales lifecycle from POCs, Sandboxes, RFPs, Demos, product pitches, and architecture discussions. Differentiate our solutions by strategically leveraging industry AI tools in go-to-market processes and sales engagements.
• Own the Technical Customer Journey: Guide the full technical journey from initial discovery to first production deployment. This includes mapping customer use cases, crafting impactful product demos, designing tailored solutions, assessing current environments, and developing secure, scalable solution architectures that seamlessly interoperate with Salesforce and legacy systems.
• Accelerate Technical Validation: Build hands-on demos and sandbox environments that significantly accelerate technical validation and shorten sales cycles, demonstrating immediate value to potential customers.
• Serve as a Trusted Advisor: Act as the go-to technical expert for account teams, leading deep-dive workshops, architecture reviews, and executive briefings. Ensure rapid time-to-value by driving initial deployments and establishing repeatable reference architectures.
• Influence Product & Market Strategy: Collaborate closely with Product and Marketing on analyst relations (Gartner & Forrester) to position our solutions for inclusion in Gartner MQ, Forrester Wave, and IDC leader categories.
• Champion Competitive Intelligence: Develop and maintain a deep understanding of the competitive landscape. Create compelling positioning and messaging against competitor products and features, produce competitive battlecards, and train Account, Sales, and Solution Engineering teams on competitive advantages and disadvantages.
• Drive Customer-Centric Innovation: Work with both pre-sales and post-sales teams to develop rapid prototypes, identify and eliminate product gaps, drive product improvements, and engage customers as design partners to ensure high satisfaction. Maintain a tight feedback loop with Product and Engineering, prioritizing field-discovered gaps and fostering customer-centric innovation.
• Evangelize Thought Leadership: Frequently speak at customer and industry events, evangelizing the transformative shift from reactive ticket resolution to proactive ticket prevention and outcome-based automation.

What You'll Bring:

• Seasoned technical leadership experience in AI and automation, with a strong focus on enterprise and mid-market solutions.
• Proven ability to partner effectively with sales and solution engineering teams to articulate complex technical concepts into clear business value.
• Deep expertise in ITSM, HR/HCM, AIOps, Customer Service, and RPA domains.
• Hands-on experience with AI and automation platforms and their application in real-world business scenarios.
• Exceptional communication and presentation skills, with the ability to engage diverse audiences from technical experts to executive leadership.
• Strong understanding of the full sales life cycle and experience in driving customer wins.
• A passion for innovation and a commitment to delivering exceptional customer outcomes.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For Washington-based roles, the base salary hiring range for this position is $211,500 to $351,800.

For California-based roles, the base salary hiring range for this position is $230,800 to $384,100.