Program Manager - Salesforce Customer Engagement

Aberdeen Advisors LLC; United States; On-site; USD 140,000 - 210,000; Full time

Job summary

Aberdeen Advisors LLC is seeking an experienced Salesforce Program Manager to lead the implementation, integration, and adoption of a global customer engagement technology ecosystem, including Salesforce CRM, Marketing Cloud, and Service Cloud.

You will coordinate with executive leadership, Sales, Marketing, Service, Compliance, IT, regional teams, and partner resources to ensure alignment on scope, resources, and timelines, while managing risks and adoption readiness.

Qualifications

• Seven or more years of CRM, Salesforce, digital customer engagement, or enterprise application program-management experience.
• Experience leading multi-workstream Salesforce or CRM implementations from planning through deployment and stabilization.
• Experience with Salesforce Sales Cloud or CRM.
• Experience coordinating integrations between Salesforce and ERP platforms.

Responsibilities

• Develop and maintain an integrated customer engagement program plan covering Salesforce CRM, Marketing Cloud, Service Cloud, digital commerce, compliance capabilities, supporting applications, integrations, and regional deployments.
• Coordinate implementation activities across corporate, regional, and subsidiary teams.
• Establish clear sequencing across related and dependent initiatives.
• Manage program governance, meeting cadences, decision-making processes, escalation protocols, and executive reporting.

Skills

CRM program management

Salesforce

Executive communication

Cross-functional leadership

Global deployment

Change management

Risk management

Tools

Salesforce CRM

Infor CSI/Syteline

ERP integrations

Job description

Aberdeen Advisors is seeking an experienced Salesforce Customer Engagement Program Manager to lead and coordinate the implementation, integration, and adoption of a global customer engagement technology ecosystem.

The program includes Salesforce CRM, Marketing Cloud, Service Cloud, digital commerce, compliance tools, customer communication platforms, and integrations with Infor CloudSuite Industrial (CSI/Syteline) and other enterprise systems.

This individual will serve as the central coordination point among executive leadership, Sales, Marketing, Service, Compliance, IT, regional teams, functional subject-matter experts, Salesforce resources, and third-party implementation partners.

The Program Manager will ensure scope and resources are aligned, decisions are made on schedule, integrations and dependencies are managed, risks are identified early, and users are prepared for successful adoption.

Key Responsibilities

Program Management and Governance

• Develop and maintain an integrated customer engagement program plan covering Salesforce CRM, Marketing Cloud, Service Cloud, digital commerce, compliance capabilities, supporting applications, integrations, and regional deployments.
• Coordinate implementation activities across corporate, regional, and subsidiary teams.
• Establish clear sequencing across related and dependent initiatives.
• Manage program governance, meeting cadences, decision-making processes, escalation protocols, and executive reporting.
• Maintain accountability for deliverables, owners, deadlines, dependencies, and critical-path activities.
• Coordinate with Salesforce resources, implementation partners, integration contractors, and other third parties.
• Facilitate status meetings, working sessions, steering committee meetings, and executive updates.

Customer Engagement and Functional Coordination

• Coordinate cross-functional workstreams spanning lead generation, marketing, opportunity management, forecasting, customer and account management, order conversion, service, compliance, digital commerce, and customer communications.
• Ensure each functional area has an identified business owner and subject-matter expert with appropriate authority and availability.
• Facilitate design decisions involving Sales, Marketing, Service, Compliance, Finance, Operations, and regional teams.
• Drive alignment around standardized global customer processes, data definitions, and governance while accounting for legitimate regional requirements.
• Ensure business needs are translated into clear, prioritized functional requirements.

Salesforce Landscape and Integration Coordination

• Manage dependencies across Salesforce CRM, Marketing Cloud, Service Cloud, digital commerce, compliance tools, customer communication platforms, and related applications.
• Coordinate integrations between Salesforce and Infor CSI/Syteline, including the movement of qualified opportunities and orders into ERP order-management processes.
• Partner with technical teams to define systems of record, master-data flows, interface requirements, exception handling, and monitoring.
• Ensure integrations are tested end to end before deployment.
• Identify duplicate capabilities, process gaps, and conflicting local solutions that could undermine the enterprise architecture.

Change Management and Organizational Readiness

• Develop and execute change-management strategies for customer engagement deployments.
• Assess organizational readiness and identify adoption, process-discipline, and user-engagement risks.
• Develop stakeholder communication and engagement plans for regional and functional audiences.
• Coordinate process changes associated with the transition to standardized global customer engagement practices.
• Identify resistance to change and develop mitigation strategies with leadership.
• Support regional leaders in communicating the purpose, timing, expectations, and business impact of new systems and processes.

Risk Issue and Dependency Management

• Maintain comprehensive risk, issue, action, and decision logs.
• Identify schedule, resource, integration, data, security, compliance, operational, and organizational risks.
• Evaluate risks based on probability, impact, ownership, and mitigation plans.
• Escalate significant risks and unresolved issues promptly.
• Track dependencies involving ERP, cloud, cybersecurity, data, and other enterprise initiatives.
• Provide early warning when resources, decisions, integrations, or deliverables may affect planned deployment dates.

Executive Communication and Reporting

• Develop and manage the overall program communication plan.
• Provide concise and consistent status reports to executive sponsors and business leaders.
• Report on milestones, accomplishments, upcoming activities, risks, issues, dependencies, decisions, and resource constraints.
• Clearly identify matters requiring executive intervention.
• Translate detailed technical activity into clear, business-focused updates.

Data Testing Training and Deployment Readiness

• Coordinate customer and account data migration, cleansing, ownership, validation, and governance activities.
• Develop and manage integration-testing and user-acceptance-testing schedules.
• Ensure business owners participate in testing and formally validate critical end-to-end processes.
• Coordinate training for administrators, functional subject-matter experts, and end users.
• Develop deployment-readiness checklists and facilitate go/no-go reviews.
• Coordinate post-launch hypercare and track issues through stabilization and adoption.

Required Qualifications

• Seven or more years of CRM, Salesforce, digital customer engagement, or enterprise application program-management experience.
• Experience working in global manufacturing, engineering, distribution, or another complex B2B environment is preferred.
• Demonstrated experience leading multi-workstream Salesforce or CRM implementations from planning through deployment and stabilization.
• Experience with Salesforce Sales Cloud or CRM.
• Experience coordinating integrations between Salesforce and ERP platforms.
• Demonstrated experience with organizational change management, process standardization, and business transformation.
• Experience managing implementation partners, developers, administrators, technical teams, and business stakeholders.
• Strong understanding of CRM implementation activities, including requirements, data migration, integrations, testing, training, deployment, and hypercare.
• Strong executive communication and presentation skills.
• Ability to drive accountability without direct authority.
• Ability to work effectively across cultures, functions, time zones, and organizational levels.

Preferred Qualifications

• Salesforce Marketing Cloud or Service Cloud experience.
• Global or multi-country Salesforce rollout experience.
• Experience within a B2B manufacturing or engineered-products environment.
• Experience with digital commerce and customer communication platforms.
• Experience integrating Salesforce with ERP or order-management platforms.
• Infor CloudSuite Industrial or Syteline experience.
• Experience with customer master-data governance and global process standardization.
• PMP, Prosci, Salesforce, or a comparable project-management, change-management, or platform certification.

Engagement Structure

This is a contract position supporting a global Salesforce and customer engagement transformation program. The successful candidate must be comfortable operating independently, creating structure around complex cross-functional initiatives, and providing leadership with timely visibility into program status, risks, decisions, dependencies, and resource requirements.

Success in this role will be measured by delivering a coordinated customer engagement ecosystem in which platforms support consistent global processes, integrations operate reliably, customer data is governed, users are trained and engaged, and the organization achieves sustainable adoption