Description
We are seeking a Senior Program Manager to lead large-scale, cross-functional initiatives and new product launches within our Customer Success organization.
The Senior Program Manager plays a meaningful role leading both large-scale, cross-functional initiatives as well as new product launches within our Customer Success organization. PMs are responsible for programs from beginning to end, ensuring cross-team collaboration, flawless execution, and effective communication.
Responsibilities:
- Drives the strategic development of large-scale, cross-organizational programs
- Understands and contributes to the overarching business strategy; bridges the gap between cross-functional teams to realize the program vision
- Builds cross-functional relationships and proactively drives alignment across a diverse set of stakeholder groups
- Partners with Experience teams to influence technology and process building that align to Customer Success strategies
- Collaborate with Product Architects, Support Engineers, and Success Managers to design Delivery models that best suit the customer experience
- Ability to adapt communication style and content to necessary audiences ranging from executive leadership to cross-functional working groups
- Develops program approach and leads the charge to successful delivery
- Drives program plan and all related launch activities tied to the Product, Offer, and/or Experience launch through our formal stage gate process
- Partner with Business Technology and other shared services teams to appropriately staff, prioritize, and capacity plan across all programs through the use of agile methodologies
- Lead weekly and/or daily team calls to drive program alignment as well as monthly Steerco calls to gain executive buy-in
- Successfully bridges the gap between strategy, capacity, content, technology, engineering, support delivery & global enablement
- Anticipates problems, identifies mitigation plans, and escalates gaps with leaders
- Fosters cross-team collaboration and, as needed, leads the team through fearless decision making
- Develops and governs PMO best practices across the organization
- Define, implement, and continuously improve the program launch process to increase efficiency, reduce risk, and improve quality
- Serve as product owner to sprint planning processes for shared services teams
- Train and enable cross-functional teams on program management disciplines
Skills & Requirements:
- 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, in how they connect to offer a comprehensive solution to our 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 that is willing to make decisions cross-functionally in a fast-paced, dynamic environment
- Self-starter; willing to dig in and get the job done with minimal guidance
- Ideal: Scrum master certification (CSM), PMI or PrMI certification