Salesforce Project Management Manager – Support

At Cisco Meraki, we know that technology can connect us, empower us, and drive us. By simplifying powerful technology we can free passionate people to focus on their mission. As the fastest growing cloud-managed networking team in the world, our products and technology architecture are changing the face of enterprise networking and making cloud-managed IT a reality.

Cisco Meraki’s Support group is a growing, global, and diverse team of highly knowledgeable and empathetic customer advisors. We strive to guide our customers to successful outcomes with a mix of critical thinking and the grit to implement the next best action.

• Cisco Meraki is looking for a purposeful, well-organized, and influential leader to supercharge the strategy and execution of our world-class support organization!
• You will join a team of top-tier Program Managers and will lead a 5+ person team of dedicated Project Managers with Salesforce admin skills. Your maturity and experience will support the successful execution of the high-severity projects that will shape the future of our Support organization with a direct line to the senior leadership team.
• Want to make an impact? You’ll have the opportunity to both influence our program and project management lifecycle. Additionally, we want you to exemplify the mold for our future project management hires.
• A typical work week might consist of facilitating a team meeting on hybrid work, holding personalized 1:1s with each team member, providing feedback on a kick-off deck, investigating program-level process/tooling improvements, meeting with project partners to solicit feedback, and working closely with our software development manager to craft shared objectives.

• Hold weekly 1:1s and team meeting, provide your team with radically candid feedback on day-to-day work and assigned projects and engage in the engagement, performance and reward rituals
• Be a strong mentor to enable the team to do their best work and grow.
• Bring your experience to help craft relevant role expectations and an inspiring career ladder
• Define our future hiring plans as we expand our use of project management methodologies and actively seek, identify, and assist with onboarding new talent into the team using our acclaimed hiring process

• Build relevant metrics for both our overall program and individual projects to assess performance and use the insights to identify strengths and gaps.
• Propose areas for improvement to take our processes to the next level (e.g. intake process, planning, documentation), while ensuring that the right amount of process is applied to a given project
• Keep on top of project status and work to make overall progress (or lack thereof) transparent and facilitate project roadmapping and assignment
• Join forces alongside our software development team’s sprint ceremonies
• Advocate our Salesforce standards (e.g. profile/permission set strategy, field number limitation) to reduce technical debt and reinforce our Salesforce platform
• Develop strong working relationships with cross functional teams to facilitate the planning and rollout of Support-wide programs

We encourage and value professional development. Plan and use up to 20% of your time to develop yourself, which could look like:

• Staying well-versed in the latest theory and standard methodologies in project/program management, acquiring professional certifications, attending industry meetups, webinars, and conferences
• Learning or improving on data analysis and storytelling
• Finding the intersection between your personal development interests and our business needs to identify side initiatives

• 5+ years experience with a minimum of 2 years of direct management experience
• Consistent track record of successful of project management work spanning teams (Product, UX, Support, Engineering, etc.) to deliver features and/or products
• 2+ years of experience delivering enterprise software solutions in Salesforce
• Project management certifications (Project Management Professional, Certified ScrumMaster, etc.)
• Direct working experience with agile-aligned software development lifecycles and practices
• Salesforce admin experience required, relevant Salesforce Admin certifications are a plus (prior project experience with Support or Service organizations is a plus, prior Salesforce Service Cloud Lightning-based projects are a big plus)
• Strong business judgment and problem-solving skills with a proven track record in a cross-functional environment
• Proficient in mentoring and developing junior and senior team members to grow them in their careers
• Presentation, meeting planning, and communication experience across various audiences (in-team, cross-team, executive, etc.)
• Bachelor's degree in Computer Science, Information Technology or related technical field.

At Cisco Meraki, we’re challenging the status quo with the power of diversity, inclusion, and collaboration. When we connect different perspectives, we can imagine new possibilities, encourage innovation, and release the full potential of our people. We’re building an employee experience that includes appreciation, belonging, growth, and purpose for everyone.

Cisco is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case-by-case basis, qualified applicants with arrest and conviction records.

#LI

At Cisco Meraki, we don't just accept difference - it's one of our key values. Everybody In means we listen to each other's opinions. Everybody is accepted and valued here, and we are a team that works as one towards our goals. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.