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Job Information, Inc New Service Introduction (NSI) Program Manager in Hillsboro, Oregon

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Job Category

Customer Success Group

Job Details

Putting the customer first is at the center of everything we do at Salesforce. Salesforce Support delivers a trusted world-class customer experience, offering the right level of engagement and expertise to meet customer needs. As Salesforce innovation grows, and customers are digitally transforming, we expertly craft and tailor new services and offerings to ensure we’re serving our customers in the best ways possible.

The NSI Program Manager (PM) plays a key role in the Support Strategy & Operations team. As new and improved Support services and offerings are conceived, the PM is responsible for all planning and management related to organizational readiness (funding, staffing, enablement, tools, processes and launch activity). The PM will work closely with others in the organization to own and drive NSI activity and projects for Support, as well, possess the business intelligence and flexibility to identify and solve for unplanned / new situations as they arise.

The PM’s work requires extensive collaboration with partners in Success Plan Management, Global Support leadership, Finance and other cross-org teams to ensure alignment, and launch readiness and success. The PM will also own and manage some NPI activity for Support, which is a program that closely mirrors NSI. The ideal PM should be(come) a subject matter expert on Salesforce Support, offerings and the customer journey, skillfully engaging and influencing partners, stakeholders and leadership, to ensure our customers are well-supported, and establishing strong program rigor for Support NSIs.

Primary Responsibilities:

  • Accountable for management and delivery of NSI planning and launch activities, driving cross-functional and leader-level alignment, generating clarity and partnering with peer organizations to remove barriers.

  • Develop project plans to track activity, timelines, obstacles and dependencies.

  • Establish and build reliability into NSI process design, factoring in feedback and proposing improvements

  • Effective generation and dispersion of project progress and risk to relevant stakeholders and leadership, to ensure visibility and alignment

  • Communicate program updates to broad audiences, up through executive leadership

  • Craft compelling executive presentations for program visibility and decision-making.

  • Identify opportunities to drive improvement in current processes and be a thought leader for enabling process efficiency and champion ideas for change.

  • Build trusted and strong working relationships with all partners and stakeholders.

  • Lead cross-functional and cross-Cloud collaboration to ensure workstream alignment and accountability.

  • Partner with colleagues and leadership on strategies to support unique / complex NSIs.

Required Skills, Experience & Education

  • Consultative approach with strong problem-solving ability, ability to lead strategic business decisions, and deliver with minimal direct supervision

  • Critical thinker, resourceful and proficient in risk and issue management

  • Highly organized, great attention to detail, follow-up and follow-through, prioritizing across multiple concurrent initiatives and shifting demands

  • Excellent verbal and written communication, interpersonal skills, receptive listening and collaboration, with advanced ability to present complex ideas clearly and concisely to all levels.

  • Strong demonstration of leadership and influencing skills and effective management of stakeholder expectations

  • Ability to quickly analyze data and distill into actionable insights for leadership

  • Accountable team player, working effectively in a fast-paced environment with a geographically dispersed team.

  • Curious, proactive and works with a beginner’s mindset for continuous improvements to the program and customer experience.

  • 5+ years Project / Program Management experience in innovative, high tech industry, with a proven ability to lead and deliver on strategic and tactical business objectives.

  • Strong technical acumen and an understanding of the SaaS / CRM business model

  • Consulting or corporate strategy experience is a plus

  • Experience with / understanding of Salesforce offerings and products.

  • Knowledge of Support tools, systems, processes, and common challenges.

  • Bachelor’s degree with 5+ years applicable experience.

  • Project Management certified.

  • BA/BS degree is required, MBA preferred

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