Program/Project Management Senior Lead

Momentum; Indianapolis (IN); On-site; USD 110,000 - 170,000; Full time

Job summary

Salesforce, the Customer Company, seeks a Program Manager in Indianapolis to drive strategic initiatives within the CSM and governance portfolio. You’ll own planning, execution, and coordination across customer success, product, and sales teams to deliver high-impact programs.

You will partner with senior leaders to mitigate attrition, drive product adoption, and enable transformation, while shaping processes, metrics, and communications to ensure successful outcomes.

Qualifications

• Strong analytical thinking to solve complex problems across teams.
• Ability to influence senior leaders and drive alignment.
• Experience coordinating multiple stakeholders and priorities.
• Clear, concise written and verbal communication for executive audiences.
• Proven track record delivering programs end-to-end.

Responsibilities

• Lead development, planning, and execution of key CSM/program initiatives.
• Collaborate with cross-functional teams to define goals, scope, timeline, and deliverables.
• Monitor programs, assess risks, and implement corrective actions.
• Communicate progress and decisions to stakeholders and leadership.
• Build compelling leadership presentations for meetings with executives.

Skills

Critical thinking

Executive influence

Cross-functional collaboration

Communication skills

Project management

Presentation skills

Problem solving

Job description

Job Details

Who We Are

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

Position Description

For our customers who wish to get the most value out of Salesforce with an enterprise experience and the fastest support, delivered by our most skilled experts, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

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