Program/Project Management Senior Lead

Salesforce•Chicago, IL

About The Position

The Program/Project Management Senior Lead works within Salesforce’s CSM/CRM Center of Excellence, which operates within the Customer Success Management organization. The team supports operational rigor, special projects, growth and transformation, and ongoing collaboration with business partners to ensure CSM delivery runs smoothly. This role owns the strategy and execution of key programs, potentially including V2MOM initiatives to mitigate attrition, drive product adoption, and advance innovation and transformation. The position reports to the Senior Director, Programs & Governance and works closely with internal partners to communicate initiatives to teams, customers, and other stakeholders.

Requirements

Strong critical-thinking skills.
Ability to analyze poorly defined areas and processes in cross-functional settings, align with leadership on recommendations, and implement improved processes.
Strong ability to influence executive leadership and drive direction and clarity.
Ability to navigate difficult situations and bring them to resolution.
Ability to quickly establish working relationships with people of varying backgrounds and organizational positions.
Experience implementing cross-functional business efforts.
Ability to influence high-quality decisions, solve or escalate issues, and meet deadlines.
Ability to manage multiple priorities.
Strong presentation skills, including creating effective Google Slides presentations for executive audiences.
Excellent written and verbal communication skills, with sound judgment about what, when, how, and to whom to communicate.
Ability to inform, educate, and inspire employees.
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; this may include project management, data gathering and modeling, problem-solving, and communicating recommendations.

Nice To Haves

Ability to quickly learn 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.
Consult on highly complex, matrixed programs.
Collaborate with cross-functional teams to define project goals, scope, timelines, and deliverables.
Monitor programs and metrics, identify risks, and proactively implement solutions to ensure successful outcomes.
Drive effective communication across teams and stakeholders to ensure alignment and transparency.
Build strong working relationships across the business to facilitate program success.
Develop leadership presentations for key meetings with internal stakeholders, including Customer Success executives and Sales leaders.
Help troubleshoot operational issues raised by delivery teams and partners, test solutions, and ensure root causes are addressed.
Conduct regular reviews of program or workstream performance, identify areas for improvement, and implement adjustments and communications.
Stay current with industry trends, best practices, and emerging technologies to improve program effectiveness.