Program/Project Management Senior Lead

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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Who We Are

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place.

Position Description

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The CSM/CRM Center of Excellence team operates with the Customer Success Management organization and ensures operational rigor in running the business while supporting various special projects aimed at driving growth and transformation. This role will support special projects, and work closely with our internal partners to communicate key initiatives to our teams, customers and other key stakeholders. Additionally, this team owns ongoing collaboration with business partners including Offer Management, Cloud Success, the Customer Success COO org, Sales Strategy and others to ensure CSM delivery runs smoothly and our teams are successful.

The Program Manager role reports to the Senior Director, Programs & Governance and will work closely to own the strategy and execution of key programs. These may include critical V2MOM initiatives such as mitigating attrition and driving product adoption as well as continuing to drive innovation and transformation.

Responsibilities

• Lead the development, planning, and execution of key CSM priorities, programs and initiatives.
• Have extensive experience in consulting on highly complex, matrixed programs
• Collaborate with cross-functional teams to define project goals, scope, timeline, and deliverables.
• Monitor programs & metrics, identify risks, and proactively implement solutions to ensure successful outcomes.
• Drive effective communication across teams and stakeholders, ensuring alignment and transparency.
• Foster strong working relationships across the business to facilitate program success.
• Develop compelling leadership presentations for use during key meetings with internal stakeholders (e.g., CS Executives, Sales Leaders)
• Assist in troubleshooting operational issues from delivery teams to partners as they surface; assist in testing solutions and ensuring that root causes are fixed.
• Conduct regular reviews and evaluations of program or workstream performance, identifying areas for improvement and implementing adjustments and communications as needed.
• Stay current with industry trends, best practices, and emerging technologies to enhance program effectiveness.

Required Skills/Experience

• Strong critical thinking skills. Ability to analyze poorly defined areas and processes within a cross-functional team, work with leadership to align around recommendations and then implement new and improved processes.
• Strong ability to influence executive leadership to drive direction and clarity
• Ability to navigate difficult situations to bring resolution
• Ability to quickly establish and build close working relationships with team members of varying backgrounds and positions within an organization.
• Experience in implementing of cross-functional business efforts. Effective in influencing high-quality decisions, solving and/or escalating issues and meeting deadlines. Ability to juggle multiple priorities.
• Strong presentation skills - including building effective google slide presentations for executive audiences.
• Excellent written and verbal communication skills, including sound judgment about, when,how, what, and to whom to communicate. Inform, educate, and inspire employees.
• Comfort with ambiguity and motivated to solve complex problems.
• Solution-oriented, collaborative & curious mindset
• Experience defining, managing and executing projects from start to finish. May include project management, data gathering and modeling, problem-solving, and communicating recommendations

Other Skills/Preferred Requirements

• Ability to quickly ramp on collaboration technologies (Google, Slack, CRM)
• Salesforce.com organization and product knowledge is a plus

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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Posting Statement

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