Senior Transformation & Strategic Programs Manager (Customer Success)
Pubblicato il 12-10-2026 - Salesforce in Napoli
- The Senior Program Manager plays a meaningful role leading both large-scale, cross-functional initiatives as well as new product launches within our Customer Success organization
- PMs are responsible for programs from beginning to end, ensuring cross team collaboration, flawless execution and effective communication
- They work closely with executives, strategy leaders, technology partners and many more to drive critical programs and activities across the company
- PMs do this by understanding the business strategy, the customer experience necessary to realize the strategy, and the impact of the technology and process changes to our people
- 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
Benefits
- Medical Care
- Life Insurance
- Retirement Savings
- Employee Assistance Programs
- With 9 standard holidays and four floating holidays, you get a total 13 paid days off each year
Analytical thinker that is willing to make decisions cross functionally in a fast paced, dynamic environmentIdeal: Scrum master certification (CSM), PMI or PrMI certificationDemonstrate strong problem solving skills, process-driven mindset, and resourcefulnessFlexibility in shifting direction quickly when priorities change; excellent multi-tasking skillsOutstanding organizational, communication (verbal/presentation/written), and interpersonal skillsAbility to establish credibility and rapport with senior executives, technical and non-technical team members alikeProven experience working with global teams across multiple cultures, time zones, departments and functionsStrong understanding of Salesforce products, in how they connect to offer a comprehensive solution to our prospects and customersSelf starter; willing to dig in and get the job done with minimal guidance10+ years of Program Management and/or Product Launch experience in a highly matrixed environment
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