Job Description

Customer-facing functional owner responsible for requirements, BRDs, roadmap, scope governance, timeline alignment, and training readiness. Acts as the functional owner of the customer solution by turning the SOW into a governed BRD, aligning customer needs with delivery reality, owning roadmap and timeline clarity, and ensuring the customer is guided through requirements, scope, training, and rollout readiness.

Required Skills

• Strong business analysis and requirement gathering • Strong BRD writing and process documentation • Excellent customer-facing communication • Ability to convert vague requests into structured functional scope • Strong ownership and prioritization mindset • Good understanding of Salesforce delivery realities • Strong timeline and milestone coordination • Workshop facilitation and stakeholder management • Training and enablement capability • Ability to challenge customers constructively and protect scope

Responsibilities

1) Customer requirements ownership • Lead requirement discovery sessions with the customer • Gather, structure, challenge, and clarify business needs • Translate customer needs into clear business requirements, flows, and scope statements • Convert signed SOWs into detailed BRDs ready for implementation • Identify gaps, assumptions, dependencies, and out-of-scope items early • Reduce ambiguity and protect the team from scope creep 2) BRD and functional documentation • Own the creation, quality, and maintenance of BRDs • Produce functional documentation that delivery teams can actually build from • Break requirements into modules, features, priorities, and phases • Ensure business rules, approvals, edge cases, and reporting requirements are documented • Keep documentation aligned with agreed scope, change requests, and sign-offs 3) Product ownership for customer solutions • Own the functional vision of the product/solution being delivered to the customer • Define and maintain the roadmap across phases/releases • Prioritize what gets built based on business value, feasibility, and timeline • Ensure the final product solves the customer’s real operational problem, not just their initial request • Make tradeoff recommendations when timeline, budget, and scope compete 4) Delivery alignment and coordination • Synchronize continuously with technical leads, architects, and Salesforce consultants • Align functional requirements with technical feasibility and implementation approach • Work closely with the Customer Success Manager to ensure customer expectations stay realistic and healthy • Ensure customer communication, internal planning, and actual delivery are always aligned • Bridge the gap between business language and delivery language 5) Timeline and milestone ownership • Own the customer-facing functional timeline across discovery, BRD, sign-off, build readiness, UAT, training, and handover • Define key milestones, dependencies, and required customer inputs • Ensure dates are realistic and coordinated with delivery leads • Track functional readiness for each phase • Escalate risks, blockers, or customer-side delays that may impact delivery 6) Customer relationship and governance • Be one of the main customer-facing anchors during discovery and functional alignment • Build trust with the client through clarity, structure, and follow-through • Lead requirement clarification meetings, BRD walkthroughs, and functional reviews • Govern changes by distinguishing between in-scope refinement and new scope • Help the customer make informed decisions without creating confusion for the implementation team 7) UAT, enablement, and training • Prepare the customer for UAT from a business/process perspective • Define training needs by role, process, and module • Own or coordinate functional training sessions and walkthroughs • Ensure training materials reflect the agreed process and solution behavior • Support sign-off readiness by confirming the customer understands what was delivered and how it should be used 8) Cross-functional handoff quality • Ensure consultants and implementers receive clean, actionable requirements • Validate that what is being built reflects the documented and approved business need • Support internal Q&A during build and testing • Participate in reviewing solution completeness before demos, UAT, and release What this role is not This helps avoid overlap with your existing team. Not a Scrum Master • Does not own ceremonies, sprint hygiene, or board administration as a primary responsibility • Does not focus mainly on team velocity, standups, or scrum process governance Not a pure Salesforce Consultant • Does not primarily configure/build the system • May understand Salesforce deeply, but the main accountability is product/functional ownership, not implementation Not just a BA • Goes beyond documenting requirements • Owns roadmap, prioritization, customer alignment, training readiness, and functional delivery success

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