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Job Category

Customer Success

Job Details

About Salesforce

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.

We are seeking a Program Manager with the drive, experience, and skill set to lead our most complex Professional Services programs (both advisory and implementation) through to value realization for our customers. You will lead programs where you not only help create the strategy but also guide our customers at the executive level to align on overall objectives and outcomes of the engagement as well as the KPIs to measure its success. You will be accountable for leading the execution to achieve the desired value and outcomes.


Primary Responsibilities:

Drive the program strategy as well as the alignment of outcomes and KPIs to measure the engagement’s success at the executive levelDeliver the Program as agreed and manage senior stakeholders to achieve the aligned upon outcomes and/or contractual deliverablesManage and align the different work streams within the program to achieve the holistic business outcome(s) for the customerPartner with executive decision makers and functional consultants to deliver customer success and help our customers achieve business valuePartner with internal teams (Sales, Success, Product, Executive Sponsors, etc) to make sure we are aligned as One Salesforce and leveraging all necessary parties to ensure our customers’ successProactively build and expand business relationships which enable us to support, develop, and win business that delivers mutual valueDefine and create foundational Program Management processes/documentation such as risk management plan, governance plan, communication plan, program plan, project plan, financial management plan, etcInitiate challenging conversations in areas where expectations with the client or individuals on the team are not being met and work on plans to improve the outcomesPlan and manage program staffing and financialsBuild a project plan complete with dependencies, owners, and dates. Lead the successful execution of that plan.Coach and partner with customer executivesApply strong Salesforce product, business process, methodology & ecosystem knowledge to drive successHave difficult conversations regarding budget, resources, and timeline and formally collect and communicate outcomes of those meetings.Identify, handle and mitigate program risk

The ideal candidate will have:

A passion for Salesforce, our values, and especially the role the Salesforce Services organization plays in our success.10+ years using/implementing the core Salesforce products (Sales Cloud, Service Cloud), ideally as a consultantA successful track record of leading large ($10MM +) and complex programs with measurable outcomes that have positively impacted the businessA strong sense of vision for the customer with a maniacal focus on executing at speedA proven ability to generate trust and build relationshipsThe ability to advise and lead teams through influence without positional authorityThe ability to quickly build momentum on a program and sustain itA significant understanding of the Salesforce platform in order to influence strategic and value discussions at a management levelOutstanding and effective interpersonal skills; along with strong communication skills both verbal and written5+ years leading a team of 40+ people across multiple geographies and workstreams

Desired skills and experience:

Ability to rapidly build senior level credibility with the Customer in a true partnership relationshipAbility to drive and shape the big picture while having an eye for the detailsStrong interpersonal skills, with demonstrated ability to work effectively and collaboratively with diverse team members and external parties operating in a matrixed environmentAbility to lead client, SIs, and internal teams from strategy to roadmap to executionAbility to lead large and/or enterprise-wide engagements, facilitate meetings, create action plans, mentor teams of junior team members and effectively manage client escalations.Ability to lead high powered workshops and effectively tailor messaging based on the audience and subject matter10+ years experience in Program Management role5-10 years experience in managing external client projects in positions of increasing responsibility in the delivery of business consulting and systems development with financial responsibility for those projects.Demonstrated program leadership skills, with direct responsibility for managing project teams, budget and schedule.Demonstrated negotiation, conflict management and leadership skills.Demonstrated history of delivering successful programs that result in measurable business valueUndergraduate degree; relevant technical or business (MBA) post-graduate degree is a plusPMP CertificationSAFe CertificationSalesforce.com Certifications (Admin, Sales, Service, Marketing, etc.) preferred but not necessary

Travel is an integral part of this role, and will be based on individual customer needs. 50%+ travel to be expected

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