Customer Success GroupJob Details
At Salesforce, there is nothing more important than the success of our customers. In the Customer Success Group, our trusted experts and high-value services secure customer success by accelerating adoption, engagement, and growth for customers of all s. In collaboration with Sales, Technology & Products, and our Partner community, we bring the full power of Salesforce to help customers to achieve business value faster. We are seeking an innovative and passionate Program Director/Program Manager Leader who shares our vision of bringing the power of cloud computing to enterprises, levering their extensive program delivery experience. This role leads our largest and most transformative programs at our most strategic customers, serving as a trusted advisor to our key customers. This involves guiding our highly skilled and collaborative project teams, both non-technical and technical consultants, and managing relationships, deliverables and outcomes. Our Program Director/Program Managers are also subject matter experts who actively participate in the project, managing customer relationships, delivery methodology, scoping, contracts review, knowledge transfer, and financials. Our work environment appeals to self-motivated, flexible leaders with great interpersonal skills and lots of experience in delivering customer value. As part of Salesforce Cloud Services Group (CSG), our teams follow an innovative and collaborative mindset including working with different Salesforce colleagues across various engagements, willingness to travel when required and understanding the value of working on site.
RESPONSIBILITIES:
- Exercise solid program management skills combined with strong business acumen and in-depth analytical skills.
- Establish and maintain trusted advisor relationships with client project stakeholders by providing vision and future product road mapping.
- Identify opportunities to leverage all Salesforce technologies and manage changes to and growth in scope resulting from consultative customer discussions.
- Have difficult conversations regarding budget, resources, and timeline and formally capture and communicate outcomes of those meetings.
- Ensure on-time and on-budget delivery of projects while also ensuring that project gates and governance are properly adhered to during the execution of the project.
- Contribute to the ongoing development of India’s Program Management practice and team capability
- During the course of a project, be the primary customer interface and perform project management activities that ensure adherence to Salesforce methodology and project gates and governance.
- Build a high-performing project team that embodies the Salesforce values focused on making every customer successful
- Track utilization of project resources and manage this against the resource allocation and budget. This includes on-time entry and approvals for project timesheets.
- Create and manage project plans monitor and review project progress and timelines adjust schedules and plans as needed, and identify and resolve issues to ensure project success.
- Facilitate requirements gathering and assist with the creation of project deliverables, as needed.
- Facilitate and own the creation of salesforce technical design documents for complex projects, by interfacing with Technical Architects and Developers, as needed.
- Manage UAT with end users including coordination and user acceptance signoff.
- Leverage business knowledge and expertise to drive business process improvements.
- Prepare user documentation and training documentation as necessary.
- Leverage business knowledge and expertise to drive business process improvements
- Establish and maintain trusted advisor relationships with client project stakeholders by providing vision and future product road mapping.
- Have difficult conversations regarding budget, resources, and timeline and formally capture and communicate outcomes of those meetings.
- The success metrics in this role will include project margin and utilization.
PREFERRED QUALIFICATIONS & SKILLS:
- PgMP, SAFe, and/or Agile Certified required
- Salesforce.com (http://salesforce.com/)implementation experience preferred or Commerce (digital, and physical store), point of sale, and Omni implementation experience preferred.
- Demonstrated project leadership skills, with direct responsibility for managing project teams, budget, and schedule.
- Demonstrated negotiation, conflict management, and leadership skills.
- Outstanding and effective interpersonal skills along with strong communication skills both verbal and written.
- Ability to weigh business and technical requirements to produce project plans and estimates.
- Ability to strategically travel as business returns to normal post-Covid
- Experience with business process expertise around Marketing, Sales, Customer Service, or Vertical (i.e. Financial, Life Sciences, or Semiconductor) or Commerce (eCommerce and physical store)
- Good to have managedIndiancustomers & have run a large digital transformation program
- Experience with business process expertise around Marketing, Sales, Customer Service, or Vertical (i.e. Financial, Telco, Life Sciences, or Government) or Commerce (eCommerce and physical store).
LEADERSHIP QUALITIES:
- COMPOSURE: Strong customer-facing communication and interpersonal skills with the ability to support complex engagements
- EXPERTISE: Working knowledge of industry best practices and implementation experience of the salesforce product suite
- CREDIBILITY: Able to interact with various levels of an organization both technical and non-technical to discuss comprehensive solutions
- CONSULTATIVE: Able to lead high powered workshops and effectively tailor messaging based on the audience and subject matter
- WILLINGNESS: Able to analyze customer issues, articulate comprehensive solutions, and craft a plan of action
- LEARNER: Has a passion for continued education in new technologies and complex business and technical concepts
- PASSION: Passionate about Customer Success and is a great listener
- URGENCY: Ability to move fast and drive business value and results
- OHANA: Embodies a team player that everyone enjoys working with and has a generous heart
- TRUST: Ability to earn the trust of the customer and lives the company’s core values
ABOUT SALESFORCE:
Salesforce, the Customer Success Platform and world’s #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s ‘World’s Most Innovative Company’ five years in a row and one of Fortune’s ‘100 Best Companies to Work For’ eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for ‘family’) made up of our employees, customers, partners, and communities, we are working to improve the state of the world.Accommodations
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