Manager, Services Program/project Management
1 month ago
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryCustomer Success GroupJob DetailsAt Salesforce, there is nothing more important than the success of our customers. In the Customer Success Group, our trusted experts and high-value services secure customer success by accelerating adoption, engagement, and growth for customers of all sizes. In collaboration with Sales, Technology & Products, and our Partner community, we bring the full power of Salesforce to help customers to achieve business value faster.We are seeking innovative and passionate Project Manager who share our vision of bringing the power of cloud computing to enterprises. Project Managers are experienced professionals on our project teams responsible for overseeing the production of deliverables. They work closely with various technical and non-technical team members; managing and running more complex, enterprise and strategic technical projects. Our Project Managers are subject matter experts who actively participate on the project, scoping, contracts review, knowledge transfer, and budget management.RESPONSIBILITIES:Build a high-performing team that embodies the Salesforce values focused on making every customer successfulProvide executive project oversight and client communication.Hire world class talent and manage performance to ensure career growth opportunitiesThe success metrics in this role will include project margin, CSAT and utilization.Ensure on time and on budget delivery of projects while also ensuring that project gates and governance are properly adhered to during the execution of the project.Track utilization of project resources and manage this against the resource allocation and budget. This includes on time entry and approvals for project timesheets.Create and manage project plans; monitor and review project progress and timelines; adjust schedules and plans as needed; and identify and resolve issues to ensure project success.Ensure on time and on budget delivery of projects while also ensuring that project gates and governance are properly adhered to during the execution of the project.Track utilization of project resources and manage this against the resource allocation and budget. This includes on time entry and approvals for project timesheets.Manage day-to-day execution of project implementations. Assist with the planning, tracking, documentation and status updates for the project.Able to manage one or two large projects or a couple of small to medium sized interrelated projects requiring complex cross-functional collaboration and management at the program level.During the course of a project, be the primary customer interface and perform project management activities that ensures adherence to Salesforce methodology and project gates and governance.Exercise solid project leadership skills combined with strong business acumen and in-depth analytical skills.Facilitate requirements gathering and assist with the creation of project deliverables, as needed.Facilitate and own the creation of salesforce technical design documents for complex projects, by interfacing with Technical Architects and Developers, as needed.Provide hands on configuration / customization of the salesforce product.Adopt a standardized development lifecycle methodology for all projects.Identify opportunities to leverage all Salesforce technologies.Facilitate review sessions with the client and your team.Participate in end to end implementation planning including project management, issue management, communication and change management.As necessary, write and review QA and UAT test scripts.Manage UAT with end users including coordination and user acceptance signoff.Prepare user documentation and training documentation as necessary.Leverage business knowledge and expertise to drive business process improvements.Establish and maintain trusted advisor relationships with client project stakeholders by providing vision and future product roadmapping.Have difficult conversations regarding budget, resources and timeline and formally capture and communicate outcomes of those meetings.PREFERRED QUALIFICATIONS & SKILLS:PgMP or MSP CertificationPMP Certification15+ years experience in Project Management Role.15+ years experience in managing external client projects in positions of increasing responsibility in the delivery of business consulting and systems development.Implementing enterprise-scale software solutions. CRM and Salesforce.com implementation experience preferred or Commerce (digital, and physical store), point of sale and omni implementation experience preferred.Experience with defining and managing customer specific Development Operations, Managed Services projectsDemonstrated project leadership skills, with direct responsibility for managing project teams, budget and schedule.Demonstrated negotiation, conflict management and leadership skills.Demonstrated project management skills with teams of up to 10+ people.Demonstrated history of delivering high quality results on schedule and within budget.Outstanding and effective interpersonal skills; along with strong communication skills both verbal and written.Ability to weigh business and technical requirements to produce project plans and estimates.Ability to lead both small and enterprise-wide engagements, facilitate meetings, mentoring teams of junior team members and effectively managing client escalations.Manage and communicate with remote developers during non-traditional business hours.Ability to work effectively in a fast paced, high energy, team-oriented environment.Ability to multi-task and perform effectively under pressure.Must be able to travelExperience with business process expertise around Marketing, Sales, Customer Service, or Vertical (i.e. Financial, Life Sciences, or Semiconductor) or Commerce (eCommerce and physical store).Salesforce.com Certifications (Admin, Consultant, Developer) preferred but not necessaryShould have strong consulting background, ideally from the big 4As this role would cover Thailand, fluency in Thai language preferredLEADERSHIP QUALITIES:COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagementsEXPERTISE: Working knowledge of industry best practices and implementation experience of the salesforce product suiteCREDIBILITY: Able to interact with various levels of an organization both technical and non-technical to discuss comprehensive solutionsCONSULTATIVE: Able to lead high powered workshops and effectively tailor messaging based on the audience and subject matterWILLINGNESS: Able to analyze customer issues, articulate comprehensive solutions, and craft a plan of actionLEARNER: Has a passion for continued education in new technologies and complex business and technical conceptsPASSION: Passionate about Customer Success and is a great listenerURGENCY: Ability to move fast and drive business value and resultsOHANA: Embodies Aloha culture and a team player that everyone enjoys working with and has a generous heartTRUST: Ability to earn the trust of the customer and lives the company’s core valuesABOUT SALESFORCE:Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
#LI-YAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org .Salesforce welcomes all.
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Manager, Services Program/project Management
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Manager, Services Program/project Management
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