CRM Product Owner, Afterpay Post-Sales

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams - People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more - provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.
The Role
At Square, we build elegant solutions to solve real problems. As a CRM Product Owner, you will be a part of the Block Sales Strategy & Operations - CRM Solutions team, with a focus on designing and creating enterprise solutions for Afterpay's global Professional Services. You will collaborate closely with partners in Sales Strategy, Operations, Data, Marketing, Product, and Engineering.
As part of this role, you will understand our internal users' workflows, our overarching GTM strategy, and will focus on increasing the efficiency of our vertically integrated operations, building scalable platforms, innovating with AI solutions, and creating excellent internal tools that help develop & customize Sales workflows.
You Will

• Inspire creativity and translate Go-To Market executive strategy to ensure cohesiveness across Sales > Professional Services functions
• Be the expert on product, solution, and process domain relating to sales business processes like Implementations, Upmarket Service and Case Routing workflows
• Consult and guide partners to maximize value of connected applications including Salesforce Service Cloud, Slack, and other third-party GTM tools
• Act as a strategic technology partner and maintain relationships with product managers, business leadership, and sales engineering teams
• Strategize future technology investments to align with business goals and objectives
• Manage overall project intake, prioritization, and definition processes for supported business partners
• Establish KPI metrics to understand return on investments and impact on process domain
• Identify and mitigate risks, dependencies, and impacts across cross-functional business and technology teams
• Oversee delegation and execution of strategic initiatives by a team of Business Systems Analysts, QAs, and Developers
• Collaborate with CRM Platform and Architecture teams to ensure successful implementation of user-friendly, scalable solutions
• Maintain and report on overall initiative and roadmap progress, status, and health
• Lead requirements gathering sessions, document current and future state business processes, and understand business priorities to recommend technology solutions
• Identify opportunities to improve or automate current state business processes
• Create user stories to support the design and development of Salesforce solutions
• Manage, groom, prioritize backlog, and partner with the delivery team for delivery
• Help improve standardization and adoption of common practices
• Strong data analysis skills and experience improving data quality

You Have

• BS in Information Systems, Computer Science or other relevant degree
• 5-8 years of product management experience, with at least 2 years building internal tools
• 5+ years of enterprise experience using Salesforce (Service Cloud focus) to develop business solutions for core Sales or Service Processes (Case Management, Implementation Services, etc.)
• Led the delivery of company-wide CRM product programs
• Experience in how to summarize complex internal needs to various stakeholders across the organization
• Expertise in developing a multi-year vision and accompanying product roadmap
• Experience with project management methodologies to manage timelines
• Experience with agile-scrum methodologies for sprint execution
• Understanding of core CRM principles including marketing and sales operations
• Previous roles in a consulting or high growth, tech environment
• Impeccable user experience focused mindset
• Certified Salesforce Administrator, App Builder, and/or Service Cloud Consultant a bonus
• Previous roles in a consulting or high growth, tech environment a bonus

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build an inclusive workplace? Check out our Inclusion & Diversity page
Use of AI in Our Hiring Process
We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.
Contact us at [email protected] with hiring practice or data usage questions.
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.