Marcus James

About

Senior Product Manager with 20+ years of experience driving strategic software development and global digital transformations. Leads distributed, cross-functional Scrum teams across U.S. and European time zones, providing fractional product leadership via a Wyoming-registered LLC. U.S. companies requiring a Product Manager in the EU can contract with Marcus' LLC. No need to file any European paperwork. Expertise spans product vision, multi-million dollar roadmaps, and complex enterprise ecosystems—especially Salesforce Service/Sales/Experience/Automotive Clouds and related integrations (API, AWS/SAP/Oracle and more), with a strong background in AI-driven customer support initiatives and M&A technical integration programs.

Experience

• Owner & Fractional Senior Product Manager · Igniting Ideation LLC09-01-2024

  Provide high-impact, part-time product ownership, strategic roadmapping, and Agile leadership for clients across the software, financial, and manufacturing sectors. ● Winnebago Industries: Directed digital transformation for motorhome divisions. Managed daily Product Owner responsibilities for Salesforce Service Cloud and Automotive Cloud enhancements (Warranty & Case Management), resulting in an 80% increase in support productivity and a 55% increase in sales productivity. ● Stealth Software Client: Partnered directly with investors to define the strategic roadmap and product vision, steering delivery for an early-beta cloud-based data insights product. ● Prospera: Serving as Product Lead for a luxury mobile application, driving end-to-end design-to-development alignment using Figma and Supabase.

• Senior Product Owner / Senior Business Analyst · International Trucks01-01-2023 – 08-31-2024

  Spearheaded the IT roadmap development for a major Volkswagen commercial vehicle division, focusing on sales and service transformation. ● Directed the launch of three high-impact applications: "Digital Dealer" (Service Cloud/Community), "Dealer Operations" (Sales Cloud), and “ZE” (Zero Emissions vehicles) app, driving a 65% increase in sales productivity and a 90% increase in support productivity. ● Managed cross-functional engineering teams to implement complex, secure API integrations bridging Salesforce with core systems including Infor (Accounting), PEGA (Warranty), and FedEx (Logistics).

• Program Manager / Project Manager · Salesforce2019 – 2022

  Orchestrated 12+ large-scale internal implementations deploying early-phase Salesforce Einstein AI, Service Cloud, and Experience Cloud; served as the core liaison translating executive business vision into pioneering AI-driven engineering requirements. ● Led critical M&A technical integration programs for Slack, Tableau, and Vlocity, delivering 100% of product and team integrations consistently on-time; successfully unified disparate tech stacks to validate Salesforce’s acquisition competency to Wall Street and corporate markets. ● Championed the post-acquisition tech alignment that transformed acquired entities into core components of a unified Salesforce ecosystem, directly supporting global scale as total corporate revenue doubled from $13B to $26B. ● Implemented a Lean-Scrum hybrid model within the PMO, significantly increasing engineering team velocity and streamlining global release management.

• Product Manager – Service Cloud & Sales Cloud · Salesforce2011 – 2018

  Owned the product vision and lifecycle for a $1B professional services unit; integrated FinancialForce (Certinia) and Sales Cloud to improve quote accuracy and reduce deal close times by 90%. ● Scaled Support Contract revenue by over $1B and boosted Customer Satisfaction (CSAT) by 25% by owning the product vision and roadmaps for Service Contracts, Entitlements, and Salesforce Scheduler. ● Led the iterative deployment of ChatBot and Coveo search solutions, evolving them into increasingly AI-driven intelligence engines that optimized global customer support journeys and maximized user adoption.

• Product Owner / Senior Business Analyst · Salesforce2008 – 2011

  Led international Service Cloud implementations for global call centers, standardizing operations across three continents and driving an average 80% improvement in support productivity. ● Developed and launched a global, customer-facing Help Portal, managing the full product lifecycle from initial discovery and requirements gathering through UAT and deployment.

• Product Manager (Contractor / 1099) · Hewlett-Packard (HP)Unknown

  Owned product lifecycle and requirements definitions for enterprise technology solutions, collaborating with cross-functional engineering and business teams to deliver high-availability software products.

Education

• University of California, Los Angeles (UCLA)Bachelor of Arts, Economics
• Cornell UniversitySystem Design Thinking, Computer Science

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