Customer Success Manager, Program Management
Salesforce
full-time
Posted on:
Location Type: Hybrid
Location: Chicago • Illinois • Washington • United States
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Salary
💰 $117,400 - $177,600 per year
About the role
- Drive the strategic development of Technical Health and Proactive Monitoring initiatives by contributing to the overarching business strategy, bridging the gap between cross-functional teams to realize the program vision.
- Build cross-functional relationships and proactively drive alignment across diverse technical stakeholder groups.
- Collaborate with Product Managers, Product Architects, and various engineering teams to design delivery models that best suit the customer experience.
- Partner with experience teams to influence technology and process building that aligns with Customer Success strategies.
- Adapt communication style and content to necessary audiences, from executive leadership to cross-functional working groups.
- Develop the program approach and lead the charge to successful delivery by driving program plans and all related launch activities tied to Product, Offer, and Experience launches through our formal stage gate process.
- Lead dynamic team meetings to foster cross-team collaboration and drive fearless decision-making, ensuring program alignment and securing executive buy-in and support.
- Successfully bridge the gap between strategy, capacity, content, technology, engineering, support delivery, and global enablement.
- Develop, implement and champion PMO best practices across the organization, including program plans, risk management practices, and stakeholder engagement strategies.
Requirements
- 7+ years of Program Management experience in a highly matrixed environment.
- Ability to think technically and communicate strategically.
- Outstanding organizational, communication (verbal, presentation, written), and interpersonal skills.
- Proven experience working with global teams across multiple cultures, time zones, departments, and functions.
- Ability to establish credibility and rapport with key stakeholders and program leaders, technical, and non-technical team members.
- Ability to anticipate problems, develop mitigation plans, and effectively escalate gaps to leaders.
- Flexibility and agility in shifting direction quickly as priorities change.
- Strong problem-solving skills, process-driven mindset, and resourcefulness.
- Analytical thinker willing to make cross-functional decisions in a fast-paced, dynamic environment.
- Self-starter; willing to dig in and get the job done with minimal guidance.
- Certified ScrumMaster (CSM), PMI Agile Certified Practitioner (PMI-ACP), Professional Scrum Certifications (PSM) or Scaled Agile Framework (SAFe) Scrum Master (SSM)
Benefits
- time off programs
- medical, dental, vision
- mental health support
- paid parental leave
- life and disability insurance
- 401(k)
- employee stock purchasing program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Program ManagementRisk ManagementStakeholder EngagementAgile MethodologiesScrumCross-Functional CollaborationDelivery ModelsTechnical Health MonitoringProactive Monitoring
Soft Skills
Organizational SkillsCommunication SkillsInterpersonal SkillsProblem-Solving SkillsAnalytical ThinkingFlexibilityAgilityCredibilityRapport BuildingDecision-Making
Certifications
Certified ScrumMaster (CSM)PMI Agile Certified Practitioner (PMI-ACP)Professional Scrum Certifications (PSM)Scaled Agile Framework (SAFe) Scrum Master (SSM)