Manager, Services Program/project Management

**Job Category **:Customer Success Group

**Job Details**:
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 a high-performing 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 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 Certification
- PMP Certification
- 15+ 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.
- Experience with defining and managing customer specific Development Operations, Managed Services projects
- Demonstrated 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 travel
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