CRISIL LIMITED - Program Manager - Salesforce Transformation

Job Title: Program Manager
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The Team:
The CX Program Management team at S&P Global Energy leads complex, enterprise-wide transformation programs that improve customer experience, commercial effectiveness, and operational scalability.
The team partners across Commercial, Product, Customer Experience, Technology, Data, Finance, Legal, Operations, and Change Management to translate strategic priorities into executable roadmaps and measurable business outcomes.
Its portfolio includes cross-divisional Salesforce migrations, CRM and data integrations, operating-model redesign, process standardization, and the transition of legacy capabilities to modern platforms.
Through disciplined governance, technical and business alignment, proactive risk management, and a strong focus on adoption and value realization, the team enables business continuity while delivering sustainable change across global divisions.
Responsibilities and Impact:
- Lead Enterprise Salesforce Migration Programs: Own end-to-end delivery of complex cross-divisional Salesforce migrations, consolidations, and operating-model transformations from discovery and business case through design, build, testing, cutover, hypercare, and transition to business-as-usual support.
- Integrate Business and Technical Delivery: Translate commercial, customer, operational, legal, and regulatory objectives into clear program scope, epics, requirements, acceptance criteria, delivery plans, and measurable outcomes, ensuring technical solutions remain aligned with business strategy.
- Establish Program Governance: Define the program operating model, decision rights, workstream structure, integrated roadmap, milestones, governance forums, RAID management, change control, executive reporting, and escalation paths across divisions and delivery teams.
- Drive Salesforce Solution Alignment: Partner with product managers, enterprise and Salesforce architects, engineering teams, data owners, security, and vendors to coordinate target-org design, data models, configuration, integrations, identity and access, environments, release sequencing, and non-functional requirements.
- Lead Data Migration Readiness: Govern data discovery, profiling, cleansing, deduplication, mapping, transformation, migration rehearsals, reconciliation, retention, and business validation; establish clear ownership and quality thresholds to protect data integrity and reporting continuity.
- Manage Dependencies and Risks: Identify and resolve cross-workstream dependencies spanning commercial processes, contracting, finance, legal, security, data, integrations, licensing, and operational readiness; escalate decisions early with clear options, impacts, and recommendations.
- Plan Testing, Cutover, and Release: Coordinate system integration testing, user acceptance testing, defect triage, go-live criteria, deployment rehearsals, business freeze periods, rollback and contingency plans, command-center coverage, and post-launch stabilization.
- Lead Business Process and Operating-Model Change: Facilitate current- and future-state process design across lead-to-opportunity, account and contact management, pipeline, quoting, contracting, order-to-cash, service, and reporting processes, clarifying ownership and controls across divisions.
- Drive Adoption and Value Realization: Partner with Change Management and business leaders on stakeholder impact assessment, champion networks, communications, training, readiness measurement, adoption, benefits tracking, and transition to sustainable operational ownership.
- Provide Executive Leadership: Communicate program health, trade-offs, decisions, financial position, capacity needs, risks, and outcomes to senior leadership; build alignment across competing divisional priorities and influence decisions without relying on direct authority.
What We're Looking For:
Basic Required Qualifications:
- Bachelor's degree in Business Administration, Information Systems, Computer Science, Engineering, Project or Program Management, or a related field; equivalent relevant experience will be considered. A master's degree is preferred.
- Typically 8 or more years of progressive project or program management experience, including leadership of complex, multi-workstream technology transformations in a global, matrixed organization.
- Demonstrated success leading at least one end-to-end enterprise Salesforce implementation, org consolidation, or cross-divisional migration involving business-process redesign, data conversion, integrations, testing, release, cutover, and adoption.
- Strong working knowledge of the Salesforce ecosystem and delivery lifecycle, including Sales Cloud or Service Cloud, objects and data relationships, roles and permissions, environments, release management, APIs and middleware, reporting, and downstream integrations.
- Proven ability to understand and challenge technical plans, architecture decisions, data-migration approaches, estimates, and delivery risks, while working effectively with architects and engineers without serving as the hands-on technical implementer.
- Strong business-program-management capability, including business-case development, scope and benefits definition, process design, operating-model alignment, financial management, executive governance, change management, and value realization.
- Experience directing Agile and hybrid delivery across multiple scrum teams, vendors, and business workstreams, with disciplined management of milestones, dependencies, RAID items, decisions, and change control.
- Demonstrated ability to influence senior leaders and align stakeholders across Commercial, Product, Customer Experience, Operations, Technology, Data, Finance, Legal, Security, and Change Management.
- Experience developing integrated plans, executive dashboards, steering materials, cutover plans, migration playbooks, and concise recommendations that enable timely leadership decisions.
- Excellent written and verbal communication skills, with the ability to make complex technical and business issues clear to executive and delivery audiences.
Key Soft Skills:
- Enterprise leadership and executive presence, with the judgment to represent program outcomes, risks, and recommendations credibly at senior forums.

- Systems thinking and strong business acumen, connecting customer, commercial, operational, data, and technology impacts across the end-to-end value chain.
- Structured problem-solving and decision facilitation, with the ability to convert ambiguity into clear options, ownership, and action.
- Exceptional stakeholder management, negotiation, and conflict-resolution skills across divisions with competing priorities.
- High accountability, resilience, and adaptability in complex programs with fixed deadlines, incomplete information, and material business risk.
- Ability to lead through influence, build trust across technical and non-technical teams, and create a culture of transparency, collaboration, and continuous improvement.
Additional Preferred Qualifications:
- PMP, PgMP, PRINCE2, SAFe, Scrum, or equivalent program or delivery certification.
- Salesforce certification or formal Salesforce delivery training, such as Administrator, Business Analyst, Sales Cloud Consultant, Service Cloud Consultant, or Platform App Builder.
- Experience with Salesforce multi-org consolidation, mergers or business-unit transfers, customer and commercial data migration, Configure-Price-Quote or order-to-cash processes, and master data governance.
- Familiarity with integration platforms and data tools such as Informatica, Azure integration services, Snowflake, or equivalent technologies.
- Experience with Jira, Confluence, Aha!, Monday.com, Power BI, Tableau, or similar planning, governance, and reporting tools.
- Change-management certification or practical experience applying structured adoption, readiness, and benefits-realization frameworks.
- Experience delivering global programs across regions, time zones, regulated environments, or multiple legal entities.
Skills to be evaluated on:
- Program Management, Project Management, Program Delivery, Stakeholder Management, Salesforce, Delivery Management, PMO.
Education/Qualification:
- Graduate, PMP/PgMP, PMI-ACP, Agile delivery, Salesforce certification/knowledge.