Agentforce Program Strategy Senior Manager/Manager

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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. 

Position Description

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.

Key Responsibilities
 

Business Operations & Process Design

• 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.
   

Program Management

• 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

Minimum Requirements

• 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.

Preferred Qualifications

• Knowledge of customer success, customer support, and industry trends; Salesforce certifications are a plus.

• Experience working in B2B SaaS, technology, or a global enterprise environment.

• Familiarity with Salesforce, CRM, or digital transformation trends.

• Familiarity with data and analytics to support data-driven decision-making.

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