Customer Success, Program Management, Manager

Salesforce • Indianapolis, IN

10d

About The Position

About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place!

Agentforce is the future of AI, and you are the future of Salesforce. The Manager, Program Management is a key leader in our Customer Success organization, responsible for driving large-scale, cross-functional initiatives. This role ensures seamless collaboration, flawless execution, and effective communication across teams. The Manager, Program Management works closely with executives, strategy leaders, technology partners, and other stakeholders to align programs with the company's business strategy and customer experience goals. This role will focus on our Technical Health and Proactive Monitoring offerings. Driving coordination, alignment, and delivery across a set of cross-functional technical teams within the organization and supporting a monthly release cadence centered on customer value.

Requirements

• 7+ years of Program Management experience in a highly matrixed environment.
• Ability to think technically and communicate strategically.
• Outstanding organizational, communication (verbal, presentation, written), and interpersonal skills.
• Proven experience working with global teams across multiple cultures, time zones, departments, and functions.
• Ability to establish credibility and rapport with key stakeholders and program leaders, technical, and non-technical team members.
• Ability to anticipate problems, develop mitigation plans, and effectively escalate gaps to leaders.
• Flexibility and agility in shifting direction quickly as priorities change.
• Strong problem-solving skills, process-driven mindset, and resourcefulness.
• Analytical thinker willing to make cross-functional decisions in a fast-paced, dynamic environment.
• Self-starter; willing to dig in and get the job done with minimal guidance.
• Embody Salesforce's core values of Trust, Customer Success, Innovation, Equality, and Sustainability.

Nice To Haves

• Certified ScrumMaster (CSM), PMI Agile Certified Practitioner (PMI-ACP), Professional Scrum Certifications (PSM) or Scaled Agile Framework (SAFe) Scrum Master (SSM)

Responsibilities

• Drive the strategic development of Technical Health and Proactive Monitoring initiatives by contributing to the overarching business strategy, bridging the gap between cross-functional teams to realize the program vision.
• Build cross-functional relationships and proactively drive alignment across diverse technical stakeholder groups.
• Collaborate with Product Managers, Product Architects, and various engineering teams to design delivery models that best suit the customer experience.
• Partner with experience teams to influence technology and process building that aligns with Customer Success strategies.
• Adapt communication style and content to necessary audiences, from executive leadership to cross-functional working groups.
• Develop the program approach and lead the charge to successful delivery by driving program plans and all related launch activities tied to Product, Offer, and Experience launches through our formal stage gate process.
• Lead dynamic team meetings to foster cross-team collaboration and drive fearless decision-making, ensuring program alignment and securing executive buy-in and support.
• Successfully bridge the gap between strategy, capacity, content, technology, engineering, support delivery, and global enablement.
• Develop, implement and champion PMO best practices across the organization, including program plans, risk management practices, and stakeholder engagement strategies.

Benefits

• Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program.
• More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed