Senior Transformation & Programs Leader, Customer Success

salesforce.com, inc.; Chicago (IL); On-site; USD 143,000 - 217,000; Full time

Job summary

Salesforce is seeking a Senior Program Manager to lead large-scale cross-functional initiatives within our Customer Success organization, guiding programs from concept to launch and ensuring alignment with business strategy and customer outcomes.

You will partner with product architects, engineers, and leaders across global teams, applying agile practices and shepherding programs through stage-gate processes to deliver measurable impact at scale.

Qualifications

• 10+ years of Program Management and/or Product Launch experience in a highly matrixed environment.
• Outstanding organizational, communication (verbal/presentation/written), and interpersonal skills.
• Strong understanding of Salesforce products and how they connect to a comprehensive solution for prospects and customers.
• Proven experience working with global teams across multiple cultures, time zones, departments and functions.
• Ability to establish credibility and rapport with senior executives, technical and non-technical team members alike.
• Flexibility in shifting direction quickly when priorities change; excellent multi-tasking skills.
• Demonstrate strong problem solving skills, process-driven mindset, and resourcefulness.
• Analytical thinker with cross-functional decision-making in a fast-paced environment.
• Self-starter; willing to dig in and get the job done with minimal guidance.
• Ideal: Scrum master certification (CSM), PMI or PrMI certification.

Responsibilities

• Drives the strategic development of large scale, cross-organizational programs.
• Bridges the gap between cross-functional teams to realize the program vision.
• Builds cross-functional relationships and drives alignment across stakeholders.
• Partners with Experience teams to influence technology and process building for Customer Success.
• Collaborate with Product Architects, Support Engineers, and Success Managers to design delivery models.
• Adapt communication style to audiences from executives to working groups.
• Develops program approach and leads delivery.
• Leads program launch activities tied to Product/Offer/Experience launches through stage gate.
• Staffs and capacity plans across programs using agile methodologies.
• Lead weekly/daily team calls and monthly SteerCo for executive buy-in.
• Bridges strategy, capacity, content, technology, engineering, support delivery & enablement.
• Anticipates problems, identifies mitigation plans, escalates gaps with leaders.
• Fosters cross-team collaboration and fearless decision making.
• Develops and governs PMO best practices across the organization.
• Defines and improves the program launch process for efficiency and quality.
• Serves as product owner to sprint planning for shared services teams.
• Trains and enables cross-functional teams on program management disciplines.

Skills

Program Management

Product Launch

Cross-functional collaboration

Executive communication

Agile/Scrum

Stakeholder management

Problem solving

Multi-cultural experience

Self-starter

PMI/CSM certification

Job description

Salesforce is seeking a Senior Program Manager to lead large-scale cross-functional initiatives within our Customer Success organization, guiding programs from concept to launch and ensuring alignment with business strategy and customer outcomes.

You will partner with product architects, engineers, and leaders across global teams, applying agile practices and shepherding programs through stage-gate processes to deliver measurable impact at scale.