Manager, Services Program/project Management

Job Category

Customer Success

Job Details

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.

At 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.

**RESPONSIBILITIES**:

- Build an impactful team that embodies the Salesforce values focused on making every customer successful
- Provide executive project oversight and client communication.
- Hire world class talent and manage performance to ensure career growth opportunities
- The 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 lead project plans; monitor and review project progress and timelines; adjust schedules and plans as needed; and identify and resolve issues to ensure project success.
- Lead day-to-day execution of project implementations. Assist with the planning, tracking, documentation and status updates for the project.
- Able to lead 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 be responsible for the creation of salesforce technical design documents for complex projects, by collaborating 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.
- Lead 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 road mapping.
- Have difficult conversations regarding budget, resources and timeline and formally collect and communicate outcomes of those meetings.

**PREFERRED QUALIFICATIONS & SKILLS**:

- PgMP or MSP Certification
- PMP Certification
- Experience in Project Management Role.
- Experience in leading external client projects in positions of increasing responsibility in the delivery of business consulting and systems development.
- Experience with defining and leading customer specific Development Operations, Managed Services projects
- Demonstrated project leadership skills, with direct responsibility for leading 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 handling client escalations.
- Manage and communicate with remote developers during non-traditional business hours.
- Ability to work ef