Senior Salesforce Service Cloud PM - Global CRM Lead Porto

Planck; Lisboa; Hybrid; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Onsite 1 day per week

Job summary

Planck Technologies in Porto, Portugal is seeking an experienced CRM Project Manager to lead complex, international CRM programs and steer the migration from Microsoft Dynamics service processes to Salesforce, aligning business, architecture, and development teams.

The ideal candidate has 5+ years leading CRM projects, strong knowledge of Salesforce Service Cloud and Azure DevOps backlog management, and proven Agile experience. Hybrid work model with one onsite day per week.

Qualifications

• 5+ years leading complex CRM projects and service processes.
• Strong knowledge of Salesforce Service Cloud capabilities and service process design.
• Experience with Agile methodologies (Scrum, SAFe, Kanban) and backlog management in Azure DevOps.
• Ability to translate business requirements into user stories and acceptance criteria.
• Facilitation of workshops and effective stakeholder management.

Responsibilities

• Lead and manage CRM service-related projects from analysis through implementation, testing, deployment, and hypercare.
• Coordinate global, cross-functional teams ensuring scope, timeline, and quality.
• Analyze Dynamics service processes and define target processes in Salesforce Service Cloud.
• Translate business requirements into user stories and manage work items in Azure DevOps.
• Collaborate with Salesforce architects, developers, product owners, and stakeholders.
• Facilitate workshops to gather requirements and drive decisions.
• Communicate progress, risks and key decisions to executive management.
• Prepare test scenarios, coordinate UAT and drive change management.

Skills

CRM service processes

Stakeholder management

Agile methodologies

Workshop facilitation

Backlog management

UAT testing

Tools

Azure DevOps

Salesforce Service Cloud

APIs

Job description

Planck Technologies in Porto, Portugal is seeking an experienced CRM Project Manager to lead complex, international CRM programs and steer the migration from Microsoft Dynamics service processes to Salesforce, aligning business, architecture, and development teams.

The ideal candidate has 5+ years leading CRM projects, strong knowledge of Salesforce Service Cloud and Azure DevOps backlog management, and proven Agile experience. Hybrid work model with one onsite day per week.