Service Cloud Platform Master 售後服務自動化與工單雲端平台專案經理

職缺說明
我們正在尋找一位 Service Cloud Platform Master，加入 Salesforce 多雲平台 PM 團隊，主責 Salesforce Service Cloud（SVC）平台的維運、導入與策略發展。SVC 目前主要應用於售後服務自動化（After-Sales Sales Automation），核心功能為 Case 與工單系統（Ticketing），平台使用者以 Field AE（客戶應用工程師）與 Product AE（產品應用工程師）為主。此職位亦涵蓋官網 ChatBot 之 PM 角色，並參與部分售後服務相關發想。

主要職責

• 負責 SVC 平台之日常維運，確保系統穩定運作與使用者支援
• 主導新區域（Regional Business Units, RBU）之 SVC 導入專案，包含需求訪談、導入規劃與上線後支援
• 若 RBU 原有自建工單系統或知識庫，負責評估並主導資料整合與遷移
• 規劃 SVC 平台新功能發想、導入策略與產品藍圖（Roadmap）
• 管理與優化 Case 與工單系統（Ticketing）流程設計
• 兼任官網 ChatBot 之 PM 角色，參與售後服務相關專案發想
• 評估並推動 SVC 與其他系統之整合，如官網／ChatBot、ERP、CTI 電話客服系統
• 與業務、行銷、IT 等跨部門團隊協調，推動數位轉型專案
• 與海外 RBU 團隊溝通協作，確保平台導入符合當地業務需求，並配合偶發性出差需求
• 於 Salesforce 生態系多雲平台 PM 團隊，與 Sales Cloud、Marketing Cloud 等其他雲別 PM 平行協作；本職位不需負擔管理責任

工作地點： 台北內湖｜全職

必備條件

• 大學以上學歷，資訊或管理相關科系尤佳
• 5 年以上相關工作經驗
• 具Salesforce Service Cloud 或Salesforce相關生態系運營實戰、導入或維運經驗為佳
• 具 Salesforce 相關認證者優先（如 Salesforce Certified Administrator、Service Cloud Consultant 等）
• 具 B2B 企業數位轉型或先執行專案經驗
• 強而有力的專案管理能力，具備跨部門協調與整合經驗
• 英語口說與寫作流利，可無障礙進行商務會議與跨國溝通

加分條件

• 具其他 Salesforce 雲別經驗（Sales Cloud、Marketing Cloud、Data Cloud、Experience Cloud 等）
• 對 AI／Agentforce 等 Salesforce 最新技術具高度關注與探索意願
• 具製造業或科技業 B2B 產業經驗、或其他售後服務平台整合經驗
• 具第二外語能力

Service Cloud Platform Master (After-Sales Service Automation & Ticketing Cloud Platform Project Manager)

Location: Neihu, Taipei | Full-time
Experience: 5+ years of relevant experience

Job Description

We are looking for a Service Cloud Platform Master to join our Salesforce multi-cloud platform PM team. This role is responsible for the operation, implementation, and strategic development of the Salesforce Service Cloud (SVC) platform. SVC is primarily used for after-sales service automation, with Case and Ticketing systems as its core functions. The platform's primary users are Field Application Engineers (Field AEs) and Product Application Engineers (Product AEs). This position also covers the PM role for the corporate website chatbot and participates in select after-sales service initiatives.

Key Responsibilities

• Oversee the day-to-day operation of the SVC platform, ensuring system stability and user support.
• Lead SVC implementation projects for new Regional Business Units (RBUs), including requirements gathering, implementation planning, and post-launch support.
• Where an RBU has an existing in-house ticketing system or knowledge base, assess and lead data integration and migration efforts.
• Plan new feature development, implementation strategy, and product roadmap for the SVC platform.
• Manage and optimize Case and Ticketing system process design.
• Serve concurrently as PM for the corporate website chatbot and contribute to after-sales service project ideation.
• Evaluate and drive integration between SVC and other systems, such as the corporate website/chatbot, ERP, and CTI call center systems.
• Coordinate with cross-functional teams including Sales, Marketing, and IT to drive digital transformation initiatives.
• Communicate and collaborate with overseas RBU teams to ensure platform implementation meets local business needs, with occasional travel as required.
• Work in parallel with other cloud-specific PMs (e.g., Sales Cloud, Marketing Cloud) within the Salesforce multi-cloud platform PM team; this position carries no people management responsibilities.

Requirements

• Bachelor's degree or above, preferably in Information Technology, Management, or a related field.
• 5+ years of relevant work experience.
• Hands-on experience operating, implementing, or maintaining Salesforce Service Cloud or the broader Salesforce ecosystem preferred.
• Salesforce certifications preferred (e.g., Salesforce Certified Administrator, Service Cloud Consultant).
• Prior experience in B2B enterprise digital transformation or project execution.
• Strong project management skills with demonstrated cross-functional coordination and integration experience.
• Fluent in spoken and written English, with the ability to conduct business meetings and cross-border communication seamlessly.

Preferred Qualifications

• Experience with other Salesforce clouds (Sales Cloud, Marketing Cloud, Data Cloud, Experience Cloud, etc.).
• Strong interest in and willingness to explore emerging Salesforce technologies such as AI/Agentforce.
• Experience in the manufacturing or technology B2B industry, or experience integrating other after-sales service platforms.
• Proficiency in a second foreign language.