The CSM/CRM Center of Excellence team operates with the Customer Success Management organization and ensures operational rigor in running the business while supporting various special projects aimed at driving growth and transformation. This role will support special projects, and work closely with our internal partners to communicate key initiatives to our teams, customers and other key stakeholders. Additionally, this team owns ongoing collaboration with business partners including Offer Management, Cloud Success, the Customer Success COO org, Sales Strategy and others to ensure CSM delivery runs smoothly and our teams are successful.
The Program Manager role reports to the Senior Director, Programs & Governance and will work closely to own the strategy and execution of key programs. These may include critical V2MOM initiatives such as mitigating attrition and driving product adoption as well as continuing to drive innovation and transformation.
Responsibilities
Lead the development, planning, and execution of key CSM priorities, programs and initiatives.
Have extensive experience in consulting on highly complex, matrixed programs
Collaborate with cross-functional teams to define project goals, scope, timeline, and deliverables.
Monitor programs & metrics, identify risks, and proactively implement solutions to ensure successful outcomes.
Drive effective communication across teams and stakeholders, ensuring alignment and transparency.
Foster strong working relationships across the business to facilitate program success.
Develop compelling leadership presentations for use during key meetings with internal stakeholders (e.g., CS Executives, Sales Leaders)
Assist in troubleshooting operational issues from delivery teams to partners as they surface; assist in testing solutions and ensuring that root causes are fixed.
Conduct regular reviews and evaluations of program or workstream performance, identifying areas for improvement and implementing adjustments and communications as needed.
Stay current with industry trends, best practices, and emerging technologies to enhance program effectiveness.
Required Skills/Experience
Strong critical thinking skills. Ability to analyze poorly defined areas and processes within a cross-functional team, work with leadership to align around recommendations and then implement new and improved processes.
Strong ability to influence executive leadership to drive direction and clarity
Ability to navigate difficult situations to bring resolution
Ability to quickly establish and build close working relationships with team members of varying backgrounds and positions within an organization.
Experience in implementing of cross-functional business efforts. Effective in influencing high-quality decisions, solving and/or escalating issues and meeting deadlines. Ability to juggle multiple priorities.
Strong presentation skills - including building effective google slide presentations for executive audiences.
Excellent written and verbal communication skills, including sound judgment about, when,how, what, and to whom to communicate. Inform, educate, and inspire employees.
Comfort with ambiguity and motivated to solve complex problems.
Solution-oriented, collaborative & curious mindset
Experience defining, managing and executing projects from start to finish. May include project management, data gathering and modeling, problem-solving, and communicating recommendations
Other Skills/Preferred Requirements
Ability to quickly ramp on collaboration technologies (Google, Slack, CRM)
Salesforce.com organization and product knowledge is a plus
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In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.
At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions.

The typical base salary range for this position is $143,400 - $216,900 annually. 

The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.
