Director, Program Management

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Role Description
The Customer Success Group’s (CSG) Offer Management team is a product management organization that productizes and monetizes the CSG capabilities that will help customers realize business value from their Salesforce technology investment. This team is a “messenger of the market” to the rest of the CSG organization, identifying the best market segments and opportunities for success offers. We maintain a multi-year roadmap for our portfolio, develop research-backed cases for offer development and positioning, and lead the entire portfolio from design to end of life. We adhere to a governance framework to effectively manage and coordinate cross-functional work. Once offers are launched, we measure offer performance and identify changes to improve the experience customers and Salesforce employees have with our offers.
 

We are seeking an experienced Program Manager to lead the launch of our Salesforce Success Plan offers. In this role, you will be responsible for leading a cross-functional team of Product, Technology, Sales, Marketing and Enablement subject matter experts to ensure the successful launch of new Success Plan features and offers.

Your Impact

• Partner closely with internal teams and customers to understand the product strategy and use cases to develop customer narratives, messages, and compelling thought leadership content, to evangelize the value of our solutions and products
• Ensure adherence to the Offer Lifecycle Process that governs Success Plan offer and feature launches
• Define the program scope, success measures, and schedule
• Define roles, responsibilities and deliverables of performing program team members
• Manage program execution, identify risk, and develop complete risk mitigation strategies
• Act as the communications conduit with executive sponsors and the steering committee; conduct briefings and deliver executive status updates
• Ensure final program deliverables in alignment with business goals
• Continuously improve the launch process to increase efficiency, reduce risk, and improve quality
• Manage programs top-down to deliver program objectives in alignment with organizational strategy and business goals.
• Ensure Success Plan launches produce measurable business outcomes
• Consistently deliver Success Plan launches that can be successfully sold and delivered at GA
• Drive efficient and effective execution by all stakeholders
• Ensure the executive sponsor and steering committee members are appropriately advised and involved in program decisions and risk management

Minimum Requirements:

• Degree or equivalent experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Minimum of 8 years experience managing high visibility programs in a matrixed environment
• Demonstrated ability in program management, preferably with experience in product development in the software as a service industry
• Proven experience managing cross-functional program teams
• Strong communication and collaboration skills, with the ability to influence and negotiate effectively with stakeholders at all levels of the organization
• Demonstrated ability to develop and implement launch plans in a fast-paced, dynamic environment
• Strong analytical and problem-solving skills
• Ability to thrive in a fast-paced, dynamic environment with a high degree of ambiguity a