Senior Transformation & Strategic Programs Manager (Customer Success)

Salesforce, Inc.; Napoli; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Medical Care

Life Insurance

Retirement Savings

Employee Assistance Programs

13 paid days off

Job summary

Salesforce in Napoli seeks a Senior Program Manager to lead large-scale, cross-functional programs within the Customer Success organization. You will drive end-to-end delivery from concept through launch, coordinating with executives and strategy teams to align business goals with customer experience.

You will guide cross-functional teams, manage program plans, and oversee launch activities using agile methods; your role requires excellent communication across diverse audiences and a proven

Qualifications

• 10+ years of Program Management and/or Product Launch experience in a highly matrixed environment.
• Scrum Master certification (CSM) or PMI/PRMI certification.
• Strong problem solving, process-driven mindset, and resourcefulness.
• Excellent communication and stakeholder management with senior executives and global teams.

Responsibilities

• Lead large-scale, cross-functional initiatives and new product launches within the Customer Success organization.
• Ensure programs run end-to-end with cross-team collaboration, flawless execution, and clear communication.
• Drive program plans and launch activities tied to Product, Offer and Experience launches through the stage gate process.
• Collaborate with Product Architects, Support Engineers, and Success Managers to design delivery models aligned to customer experience.
• Staff, prioritize, and capacity plan across programs using agile methodologies; lead steering committee meetings.

Skills

Scrum Master Certification (CSM)

PMI/PRMI certification

Analytical thinking

Strong communication

Cross-functional collaboration

Global team experience

Job description

• 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

Benefits

• Medical Care
• Life Insurance
• Retirement Savings
• Employee Assistance Programs
• With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year

Analytical thinker that is willing to make decisions cross functionally in a fast paced, dynamic environmentIdeal: Scrum master certification (CSM), PMI or PrMI certificationDemonstrate strong problem solving skills, process-driven mindset, and resourcefulnessFlexibility in shifting direction quickly when priorities change; excellent multi-tasking skillsOutstanding organizational, communication (verbal/presentation/written), and interpersonal skillsAbility to establish credibility and rapport with senior executives, technical and non-technical team members alikeProven experience working with global teams across multiple cultures, time zones, departments and functionsStrong understanding of Salesforce products, in how they connect to offer a comprehensive solution to our prospects and customersSelf starter; willing to dig in and get the job done with minimal guidance10+ years of Program Management and/or Product Launch experience in a highly matrixed environment