CRM Product Manager - Payments

As the CRM Product Manager will support JP Morgan Payments, providing thought leadership, roadmap development and solution assessments. The position will require significant collaboration and the ability to be a strategic leader. 

You will conduct workshops with key members of the user community (front-line sales team across payments product areas, deal controls organization, and pricing and billing team) to ideate future state business processes. You will be the owner of the business process going forward. You will conduct user interviews to test our assumptions on what features and functions add the most value to the user community. You will create the product roadmap by prioritizing and sequencing the features & functions into a product roadmap. You will work with our Technology team to ensure what is being built meets the user objectives. You will monitor project progress, adjust resources and priorities, collect, document, and archive all required development artifacts and ensure platforms are integrated properly to support the future Payments CRM. 

Job Responsibilities 

• Support global standardization of enterprise Salesforce solution and management of integrations to target state. 


• Engage stakeholders to define business requirements and define success criteria through user stories and story mapping. 


• Manage projects through the entire lifecycle: Assess and document current process and associated issues, understand desired state, process improvement design and recommendations, translation of business requirements to technical requirements, user acceptance testing and user implementation. 


• Ensure that all project milestones are met, and any risk/objectives are identified and resolved; ensure documentation of projects and technical requirements; adhere to compliance and regulatory constraints 


• Create and maintain backlog in Jira to track key objectives, milestones, target dates, risks, issues, actions, and deliverables associated with targeted implementation plan. 


• Identify operational risks and ensure overall operational readiness and controls are in place prior to launch 


• Collaborate with internal and external partners for the definition, planning, modeling, governance, and implementation of Salesforce CRM capabilities. 


• Participate in UAT and production validation; create and refine user stories for development teams 


• Engage with stakeholders and capture needs using a variety of methods including customer journeys, empathy mapping, interviews, and story mapping 


• Prioritize and define epics and user stories 


• Participate in program agile ceremonies 

Required qualifications, skills and capabilities  

• 5+ years of successful implementation experience with enterprise level solution in a complex organization 


• Bachelor's degree required  


• 7+ years experience with Salesforce 


• 2+ years experience with Salesforce CPQ, Appttus or Zuora billing platform 


• Strong experience of working with front-line sales colleagues to define future state business processes and in identifying features and functions which add the most value to the business 


• Working knowledge of complex configuration, customization, and integration within complex enterprises 


• Desired ability to look at create and optimize solutions within a complex framework 


• Experience establishing and managing to strategic roadmaps and key milestone dates 


• Exceptional communication skills and ability to communicate and present appropriately at all levels of the organization through written and verbal methods. 


• Flexible, process-oriented, organized, with excellent analytical & troubleshooting skills. 

Preferred qualifications, skills and capabilities  

• Knowledge of user experience and ability to communicate strategic priorities to technical resources preferred. 


• Individual with a continuous improvement mindset strongly desired