Transformation & Strategic Programs, Senior Manager; Customer Success

About the role
The Senior Program Manager plays a meaningful role leading both large-scale, cross-functional initiatives as well as new product launches within our Customer Success organization. PMs are responsible for programs from beginning to end, ensuring cross team collaboration, flawless execution and effective communication. They work closely with executives, strategy leaders, technology partners and many more to drive critical programs and activities across the company.

PMs do this by understanding the business strategy, the customer experience necessary to realize the strategy, and the impact of the technology and process changes to our people.

• 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

• 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