Sr CRM Program Manager

Cengage; Kentucky; On-site; USD 120,000 - 180,000; Full time

Job summary

Cengage is seeking an experienced CRM Program Leader to drive enterprise Salesforce initiatives across Sales Cloud, Service Cloud, Marketing Cloud, and Data Cloud. You will partner with senior leaders to define scope, goals, and deliverables while guiding large cross-functional teams to successful outcomes.

The role emphasizes governance, budgeting, vendor management, and deployment of AI-enabled CRM capabilities.

Qualifications

• 8+ years directing enterprise technology programs within large organizations.
• 5+ years leading Salesforce and CRM programs in complex environments.
• Experience with platform governance, Centers of Excellence, and scalable delivery processes.

Responsibilities

• Lead planning and execution of large-scale CRM programs with senior leadership alignment.
• Oversee Salesforce modules: Sales Cloud, Service Cloud, Marketing Cloud, and related tools.
• Drive CRM transformation including modernization, AI-enabled workflows, and integrations.
• Report to executives on status, risks, budgets, and strategic recommendations.
• Establish CRM operating models and delivery frameworks for consistency and scale.
• Lead cross-functional teams across Product, Technology, Sales, Marketing, and Data.

Skills

Enterprise program leadership

Salesforce CRM programs

Governance models

Budget & financial planning

Vendor management

Agile/Waterfall/hybrid delivery

Executive communication

Cross-functional leadership

CRM analytics / AI workflows

Jira/Confluence/Planview/Smartsheet

Tools

Jira

Confluence

Aha!

Planview

Smartsheet

Job description

We believe in the power and joy of learning

At Cengage, our employees have a direct impact in helping learners around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

What you'll do here:

• Lead the planning and execution of large-scale CRM programs and strategic Salesforce initiatives, defining scope, goals, and deliverables in partnership with senior leadership and business collaborators.
• Take full responsibility for program outcomes spanning Salesforce Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud, Data Cloud, and associated CRM ecosystem technologies.
• Drive enterprise CRM transformation programs, including platform modernization, process optimization, customer experience improvements, AI-enabled capabilities, and integration initiatives.
• Serve as the primary point of contact for executive sponsors and steering committees, providing clear communication on program status, risks, dependencies, financials, and strategic recommendations.
• Establish and govern CRM program operating models, and delivery frameworks to ensure consistency, scalability, and alignment across teams.
• Lead cross-functional teams consisting of Product, Technology, Sales, Marketing, Customer Success, Data, Operations, and external partners to successfully deliver complex initiatives.
• Advance identification and mitigation of program-level risks, dependencies, and impediments while proactively resolving issues across multiple workstreams.
• Collaborate with enterprise architecture, engineering, and business groups to establish CRM roadmaps and guarantee alignment with wider technology and business strategies.
• Manage vendor relationships, including evaluation, selection, contract negotiations, performance management, and delivery oversight.
• Develop and manage program budgets, forecasts, arguments, and financial reporting, ensuring effective investment management and realization of business value.
• Drive governance of CRM platforms, including release management, change management, adoption strategies, compliance requirements, and operational excellence.
• Champion customer engagement capabilities powered by intelligent systems, workflow automation, analytics, and data-driven decision making across the CRM ecosystem.
• Foster collaboration among global and distributed teams while ensuring effective communication, transparency, and collaborator alignment.

Skills you will need here:

• 8 or more years spent directing enterprise program efforts related to significant technology and business transformation endeavors.
• 5+ years of experience leading Salesforce and CRM programs within complex enterprise environments.
• Demonstrated experience managing Salesforce implementations, improvements, integrations, migrations, and platform governance initiatives.
• Solid knowledge of the Salesforce ecosystem features including Sales Cloud, Service Cloud, Marketing Cloud, Experience Cloud, Data Cloud, and related partner technologies.
• Proven ability to establish governance models, Centers of Excellence, operating frameworks, and scalable delivery processes.
• Experience managing multimillion-dollar portfolios, budgets, arguments, vendor contracts, and financial planning activities.
• Proficiency in Agile, Waterfall, and hybrid delivery methods with the capability to adjust approaches according to program complexity and organizational needs.
• Outstanding communication, executive presentation, and collaborator management skills with the ability to translate complex technical concepts into actionable business outcomes.
• Demonstrated success leading cross-functional teams and influencing senior leaders across business and technology organizations.
• Experience with CRM analytics, customer engagement platforms, AI-enabled workflows, customer data platforms (CDPs), and digital transformation initiatives.
• Proficiency with Jira, Confluence, Aha!, Planview, Smartsheet, or similar program governance and reporting tools.

Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws.

Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at [e-mail].

About Cengage

Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integ