Program Manager - Salesforce Customer Engagement

Aberdeen Advisors LLC is seeking an experienced Salesforce Customer Engagement Program Manager to lead a global customer engagement technology transformation. The role coordinates Salesforce, digital commerce, compliance, customer communication, ERP integrations, change management, testing, deployment readiness, executive reporting, and organizational adoption across multiple business functions and regions.

Responsibilities:

• Develop and maintain an integrated customer engagement program plan covering Salesforce CRM, Marketing Cloud, Service Cloud, digital commerce, compliance capabilities, supporting applications, integrations, and regional deployments
• Coordinate implementation activities across corporate, regional, and subsidiary teams
• Establish clear sequencing across related and dependent initiatives
• Manage program governance, meeting cadences, decision-making processes, escalation protocols, and executive reporting
• Maintain accountability for deliverables, owners, deadlines, dependencies, and critical-path activities
• Coordinate with Salesforce resources, implementation partners, integration contractors, and other third parties
• Facilitate status meetings, working sessions, steering committee meetings, and executive updates
• Coordinate cross-functional workstreams spanning lead generation, marketing, opportunity management, forecasting, customer and account management, order conversion, service, compliance, digital commerce, and customer communications
• Ensure each functional area has an identified business owner and subject-matter expert with appropriate authority and availability
• Facilitate design decisions involving Sales, Marketing, Service, Compliance, Finance, Operations, and regional teams
• Drive alignment around standardized global customer processes, data definitions, and governance while accounting for legitimate regional requirements
• Ensure business needs are translated into clear, prioritized functional requirements
• Manage dependencies across Salesforce CRM, Marketing Cloud, Service Cloud, digital commerce, compliance tools, customer communication platforms, and related applications
• Coordinate integrations between Salesforce and Infor CSI/Syteline, including the movement of qualified opportunities and orders into ERP order-management processes
• Partner with technical teams to define systems of record, master-data flows, interface requirements, exception handling, and monitoring
• Ensure integrations are tested end to end before deployment
• Identify duplicate capabilities, process gaps, and conflicting local solutions that could undermine the enterprise architecture
• Develop and execute change-management strategies for customer engagement deployments
• Assess organizational readiness and identify adoption, process-discipline, and user-engagement risks
• Develop stakeholder communication and engagement plans for regional and functional audiences
• Coordinate process changes associated with the transition to standardized global customer engagement practices
• Identify resistance to change and develop mitigation strategies with leadership
• Support regional leaders in communicating the purpose, timing, expectations, and business impact of new systems and processes
• Maintain comprehensive risk, issue, action, and decision logs
• Identify schedule, resource, integration, data, security, compliance, operational, and organizational risks
• Evaluate risks based on probability, impact, ownership, and mitigation plans
• Escalate significant risks and unresolved issues promptly
• Track dependencies involving ERP, cloud, cybersecurity, data, and other enterprise initiatives
• Provide early warning when resources, decisions, integrations, or deliverables may affect planned deployment dates
• Develop and manage the overall program communication plan
• Provide concise and consistent status reports to executive sponsors and business leaders
• Report on milestones, accomplishments, upcoming activities, risks, issues, dependencies, decisions, and resource constraints
• Clearly identify matters requiring executive intervention
• Translate detailed technical activity into clear, business-focused updates
• Coordinate customer and account data migration, cleansing, ownership, validation, and governance activities
• Develop and manage integration-testing and user-acceptance-testing schedules
• Ensure business owners participate in testing and formally validate critical end-to-end processes
• Coordinate training for administrators, functional subject-matter experts, and end users
• Develop deployment-readiness checklists and facilitate go/no-go reviews
• Coordinate post-launch hypercare and track issues through stabilization and adoption

Requirements:

• Seven or more years of CRM, Salesforce, digital customer engagement, or enterprise application program-management experience
• Demonstrated experience leading multi-workstream Salesforce or CRM implementations from planning through deployment and stabilization
• Experience with Salesforce Sales Cloud or CRM
• Experience coordinating integrations between Salesforce and ERP platforms
• Demonstrated experience with organizational change management, process standardization, and business transformation
• Experience managing implementation partners, developers, administrators, technical teams, and business stakeholders
• Strong understanding of CRM implementation activities, including requirements, data migration, integrations, testing, training, deployment, and hypercare
• Strong executive communication and presentation skills
• Ability to drive accountability without direct authority
• Ability to work effectively across cultures, functions, time zones, and organizational levels
• Experience working in global manufacturing, engineering, distribution, or another complex B2B environment is preferred
• Salesforce Marketing Cloud or Service Cloud experience
• Global or multi-country Salesforce rollout experience
• Experience within a B2B manufacturing or engineered-products environment
• Experience with digital commerce and customer communication platforms
• Experience integrating Salesforce with ERP or order-management platforms
• Infor CloudSuite Industrial or Syteline experience
• Experience with customer master-data governance and global process standardization
• PMP, Prosci, Salesforce, or a comparable project-management, change-management, or platform certification