Program/Project Management Senior Lead

Salesforce•Indianapolis, IN

1d•$143,400 - $216,900

About The Position

The CSM/CRM Center of Excellence team works within the Customer Success Management organization to ensure operational rigor and support special projects that drive growth and transformation. The team communicates key initiatives to internal teams, customers, and other stakeholders, and collaborates with business partners including Offer Management, Cloud Success, the Customer Success COO organization, and Sales Strategy to support effective CSM delivery. The Program Manager owns the strategy and execution of key programs in partnership with the Senior Director, Programs & Governance. Programs may include critical V2MOM initiatives such as mitigating attrition, driving product adoption, and advancing innovation and transformation. The role leads cross-functional initiatives, monitors performance and risks, supports operational issue resolution, and communicates recommendations and progress to stakeholders and executives.

Requirements

Experience consulting on highly complex, matrixed programs.
Strong critical thinking skills, including the ability to analyze poorly defined processes, align with leadership on recommendations, and implement improved processes.
Ability to influence executive leadership and drive direction and clarity.
Ability to navigate difficult situations and reach resolution.
Ability to build effective working relationships with people from varied backgrounds and organizational levels.
Experience implementing cross-functional business efforts and influencing high-quality decisions, resolving or escalating issues, meeting deadlines, and managing multiple priorities.
Strong presentation skills, including creating effective Google Slides presentations for executive audiences.
Excellent written and verbal communication skills, with sound judgment about when, how, what, and to whom to communicate.
Comfort with ambiguity and motivation to solve complex problems.
Solution-oriented, collaborative, and curious mindset.
Experience defining, managing, and executing projects from start to finish; work may include project management, data gathering and modeling, problem-solving, and communicating recommendations.

Nice To Haves

Ability to quickly ramp up on collaboration technologies such as Google, Slack, and CRM.
Salesforce.com organization and product knowledge.

Responsibilities

Lead the development, planning, and execution of key CSM priorities, programs, and initiatives.
Collaborate with cross-functional teams to define project goals, scope, timelines, and deliverables.
Monitor programs and metrics, identify risks, and implement solutions to support successful outcomes.
Drive clear communication across teams and stakeholders to ensure alignment and transparency.
Build working relationships across the business to facilitate program success.
Develop leadership presentations for internal stakeholder meetings, including those with Customer Success executives and Sales leaders.
Help troubleshoot operational issues raised by delivery teams and partners, test solutions, and ensure root causes are addressed.
Review and evaluate program or workstream performance, identify improvement opportunities, and implement adjustments and communications.
Stay current with industry trends, best practices, and emerging technologies to enhance program effectiveness.