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, we lead with our value of Customer Success. In the Customer Success Group, our trusted 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 an innovative and passionate Project Manager who shares our vision of bringing the power of cloud computing to enterprises. Project Managers are experienced professionals on our project teams responsible for leading the delivery of the project. They work closely with various technical and non-technical team members; leading and running more sophisticated, enterprise and strategic technical projects. Our Project Managers actively participate on the project, scoping, reviewing contracts, knowledge transfer, and budget management.

**Responsibilities**:

- Build a successful team that embodies the Salesforce values, passionate about making every customer successful
- Provide executive project oversight and client communication.
- Hire outstanding talent and encourage performance to ensure career growth opportunities
- The success metrics in this role will include project margin, CSAT and utilisation.
- Build and lead project plans; supervise 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 accurately adhered to during delivery.
- Track utilisation of project resources and level this against the resource allocation and budget. This includes on-time entry and approvals for project timesheets.
- Run day-to-day execution of project implementations. Assist with the planning, tracking, documentation and status updates for the project.
- 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 ensure alignment with Salesforce methodology and governance guidelines.
- Exercise leadership skills combined with strong business knowledge and in-depth analytical skills.
- Facilitate requirements gathering and establish project deliverables, as needed.
- Facilitate and lead the creation of Salesforce technical design documents for complex projects, by collaborating with Technical Architects and Developers, as needed.
- Provide hands-on configuration/customisation of the Salesforce product.
- Adopt a standardized development life-cycle methodology for all projects.
- Seek opportunities to maximise 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.
- Write and review QA and UAT test scripts, when required.
- Lead UAT with end users including coordination and user acceptance sign-off.
- Prepare user documentation and training documentation.
- Establish and maintain trusted advisor relationships with client collaborators by providing vision and future product road-mapping.
- Lead courageous conversations regarding budget, resources and timeline and formally record and communicate outcomes of those meetings.

**Preferred qualifications & skills**:

- PgMP or MSP Certification
- PMP Certification
- Demonstrated ability in Project Management Role.
- Demonstrated ability in leading external client projects in positions of growing responsibility in business consulting and systems development.
- Experience with defining and executing 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 relationship building and communication skills both verbal and written.
- Ability to weigh business and te