Senior Customer Success Program Manager
Salesforce
full-time
Posted on:
Location Type: Hybrid
Location: Illinois • Washington • United States
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Salary
💰 $143,400 - $216,900 per year
Job Level
About the role
- Drives the strategic development of large scale, cross organizational programs
- Understands and contributes to the overarching business strategy; bridges the gap between cross functional teams to realize the program vision
- Builds cross functional relationships and proactively drives alignment across a diverse set of stakeholder groups
- Partners with Experience teams to influence technology and process building that align to Customer Success strategies
- Collaborate with Product Architects, Support Engineers and Success Managers to design Delivery models that best suit the customer experience
- Ability to adapt communication style and content to necessary audiences ranging from executive leadership to cross functional working groups
- Develops program approach and leads the charge to successful delivery
- Drives program plan and all related launch activities tied to the Product, Offer and/or Experience launch through our formal stage gate process
- Partner with Business Technology and other shared services teams to appropriately staff, prioritize and capacity plan across all programs through the use of agile methodologies
- Lead weekly and/or daily team calls to drive program alignment as well as monthly Steerco calls to gain executive buy-in
- Successfully bridges the gap between strategy, capacity, content, technology, engineering, support delivery & global enablement
- Anticipates problems, identifies mitigation plans and escalates gaps with leaders
- Fosters cross team collaboration and, as needed, leads the team through fearless decision making
- Develops and governs PMO best practices across the organization
- Define, implement and continuously improve the program launch process to increase efficiency, reduce risk and improve quality
- Serve as product owner to sprint planning processes for shared services teams
- Train and enable cross functional teams on program management disciplines
Requirements
- 10+ years of Program Management and/or Product Launch experience in a highly matrixed environment
- Outstanding organizational, communication (verbal/presentation/written), and interpersonal skills
- Strong understanding of Salesforce products, in how they connect to offer a comprehensive solution to our prospects and customers
- Proven experience working with global teams across multiple cultures, time zones, departments and functions
- Ability to establish credibility and rapport with senior executives, technical and non-technical team members alike
- Flexibility in shifting direction quickly when priorities change; excellent multi-tasking skills
- Demonstrate strong problem solving skills, process-driven mindset, and resourcefulness
- Analytical thinker that is willing to make decisions cross functionally in a fast paced, dynamic environment
- Self starter; willing to dig in and get the job done with minimal guidance
- Ideal: Scrum master certification (CSM), PMI or PrMI certification
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 ManagementProduct LaunchAgile MethodologiesSprint PlanningProcess ImprovementProblem SolvingAnalytical ThinkingCross Functional CollaborationCapacity PlanningStakeholder Management
Soft Skills
Organizational SkillsCommunication SkillsInterpersonal SkillsFlexibilityMulti-taskingCredibility EstablishmentResourcefulnessDecision MakingLeadershipTeam Collaboration
Certifications
Scrum Master Certification (CSM)PMI CertificationPrMI Certification