Senior Manager/Manager of Agentforce Program Strategy, Salesforce

• 5-7 years of experience in a management consulting, business, or operations role
• Delivery experience in a customer success related role highly preferred
• Strong communication and interpersonal skills, with the ability to influence and collaborate at all levels on a global scale
• Demonstrated ability to motivate, influence, and gain commitment at all levels of the organization
• Strong presentation skills - including building effective google slide presentations for executive audiences
• Experience leading cross-functional projects and driving alignment across teams
• Highly organized with the ability to manage multiple priorities in a fast-paced environment
• Self-starter who thrives in a dynamic and evolving setting
• Strong technical aptitude and interest in learning Salesforce applications and solutions especially related to AI
• Experience writing process documentation (SOPs, Playbooks, Guides, Job Aids)
• Bachelor's degree or equivalent experience required; MBA preferred

Desirable

• We're looking for a dynamic Program Manager to join our Agentforce Success team and play a pivotal role in shaping the future of our high-touch customer experience, within Customer Success
• This role will play a key part in shaping “the how” of this new organization to deliver success across all Agentforce customers
• In Agentforce Success, we drive customer success by unlocking the full potential of Agentforce for our customers
• Agentforce Success Engineers (ASEs) are technical experts focused on helping customers quickly realize the value of their digital workforce
• They provide guidance on creating and deploying agents while identifying and removing activation barriers to drive usage and growth
• The Programs team operates within Agentforce Success and ensures operational rigor in running the business while supporting various special projects aimed at driving growth and transformation
• The team is looking for a problem solver who will report to the Director, Agentforce Success Programs & Operations, and be responsible for designing experience, processes, and programs in support of our high-touch business priorities
• The Program Manager, High Touch Agentforce CoE will be responsible for designing and implementing efficient business operations and processes to drive success for Agentforce customers and the organization
• This includes developing processes, playbooks, and strategies, identifying areas for improvement and automation, and continuously evaluating the effectiveness of tools and processes
• This role requires the ability to flex and be comfortable bending between the tactical and strategic, managing limited term or ambiguous projects that will have a substantial impact on the business
• Responds with urgency to high-priority escalations and asks, ensuring swift resolution and clear communication with stakeholders
• Develop processes, playbooks, strategies, and operational plans that drive success with our Agentforce customers and efficiency within our organization
• Identify areas within the organization where processes can be improved, streamlined, or automated
• Continuously monitor and evaluate the effectiveness of processes and tools, and make adjustments or enhancements as needed
• Develop and execute strategies to scale team operations and meet the growing demands of an evolving business and Agentforce landscape
• Drive cross-functional collaboration with teams like Sales, Customer Success, Product, and Engineering to address complex customer challenges and advocate for Agentforce Success
• Build alignment and trust with key executives, delivery leaders and stakeholders
• Partner with cross-functional teams (customer success, sales, product, and marketing) to ensure programs align with business priorities
• Create and maintain effective project charters depicting business objectives, program scope, roles and responsibilities, and anticipated impact
• Consistently manage program schedules, scopes, and status updates
• Anticipate and proactively mitigate program dependencies, issues, and risks, ensuring minimal disruption and maintaining project momentum
• Coordinate and provide regular updates to ensure comprehensive communications and timely response and execution from stakeholders

• 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