Global Salesforce Service Cloud Program Manager

Grit Solutions; Porto; On-site; EUR 70,000 - 95,000; Full time

Benefits offered by this job

Continuous Training

GRiT Prizes

Exclusive Discounts

Unique Events

Welcoming Office

Competitive Compensation

Pay for Performance

Job summary

GRiT is seeking an experienced CRM Project Manager to lead international service-process programs, including transitioning from Microsoft Dynamics to Salesforce Service Cloud. You will align business, architecture and development teams through analysis, design, and hypercare across delivery phases.

You will bring 5+ years in CRM project management, deep knowledge of service processes, and proven ability to guide global teams in agile settings.

Qualifications

• 5+ years of CRM project management experience with service processes
• Proven record leading international CRM programs from analysis through implementation, testing, deployment and hypercare
• CRM service processes incl. case handling, SLA management, knowledge bases and ticketing
• Salesforce Service Cloud focus on service process design
• Azure DevOps used daily for backlog, sprint and work item tracking
• Agile delivery with Scrum, SAFe and Kanban, including velocity, burndown and WIP reporting
• Business requirements translated into user stories, acceptance criteria and functional specs
• Testing support with test scenarios, UAT coordination and defect handling
• Background guiding distributed teams through agile adoption and cultural change
• Workshop facilitation, conflict resolution and cross-team coordination
• Process mapping with BPMN tooling or flow diagrams
• Foundations in integration topics: APIs, data migration flows, system interfaces
• Proficiency in MS Office and Confluence
• Salesforce certifications: Admin, Service Cloud Consultant, Business Analyst
• Fluent English
• Excellent communication and stakeholder management with analytical thinking
• Leadership and mentoring of technical teams, adaptability and strategic vision
• Collaborative mindset, committed to enabling team success

Skills

CRM leadership

Agile/Scrum

Service processes

Salesforce Service Cloud

Azure DevOps

Stakeholder mgmt

Documentation

Tech communication

Team mentoring

Tools

MS Office

Confluence

Job description

GRiT is seeking an experienced CRM Project Manager to lead international service-process programs, including transitioning from Microsoft Dynamics to Salesforce Service Cloud. You will align business, architecture and development teams through analysis, design, and hypercare across delivery phases.

You will bring 5+ years in CRM project management, deep knowledge of service processes, and proven ability to guide global teams in agile settings.