Senior Customer Success Program Manager

Role Overview

• 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

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

Benefits

• time off programs
• medical
• dental
• vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program