Salesforce Project Manager

Excelia is a multinational Consulting, Technology and Professional Services company with over 25 years of experience. We provide services in more than 50 countries across Europe, Latin America and the United States, operating from our 10 own offices.

Do you have experience as a CRM Project Manager and are you looking for a new challenge? Then this opportunity is for you!

🔹 Position: Salesforce Project Manager

📍 Location: Porto - 1x a week in the office

We are looking for an experienced CRM Project Manager with a strong background in Service processes and extensive experience leading complex, international CRM programs. The role focuses on supporting the transition from existing Microsoft Dynamics service processes to Salesforce, while ensuring alignment between business, architecture, and development teams.

Main Responsibilities:

- Lead and manage CRM service-related projects from initial analysis through implementation, testing, deployment, and hypercare.

- Coordinate and guide global, cross-functional teams while ensuring project deliverables meet scope, timeline, and quality expectations.

- Analyze existing Microsoft Dynamics service processes, identify improvement opportunities, and support the definition of target processes in Salesforce Service Cloud.

- Translate business requirements into clear user stories and acceptance criteria to enable structured agile delivery.

- Plan and execute project activities using agile methodologies (Scrum, SAFe, Kanban) and manage all work items through Azure DevOps.

- Collaborate closely with Salesforce architects, developers, product owners, and business stakeholders to ensure alignment and successful solution delivery.

- Facilitate workshops with business users and technical teams to gather requirements, validate processes, and drive decision-making.

- Communicate project progress, risks, issues, and key decisions transparently to stakeholders, including management.

- Create and maintain comprehensive project documentation, including process flows, requirements, decision logs, and release notes.

- Support testing phases by preparing test scenarios, coordinating UAT, and ensuring readiness for go-live and change management compliance.

Mandatory Requirements:

Years of experience

- 5+ years

Functional Skills

- Strong understanding of CRM Service processes (case management, SLAs, knowledge, ticketing).

- Knowledge of Salesforce Service Cloud capabilities and service process design.

- Ability to translate business requirements into user stories and functional specifications.

- Familiarity with agile delivery practices and backlog management in Azure DevOps.

- Experience preparing and supporting testing activities (test cases, UAT, defect handling).

- Proven experience in guiding mixed or distributed teams through agile adoption.

- Ability to connect and align on priorities between business stakeholders, IT, and TechHub teams.

- Skilled in facilitation, conflict resolution, and cross-team coordination.

- Experience implementing agile performance and reporting structures (velocity, burndown, WIP).

- Capability to drive cultural change and build agile maturity across organizations.

- Beneficial: Ability to analyze and document end‑to‑end service workflows, especially in Microsoft Dynamics 365 Service.

Technical Skills

- Practical experience with Azure DevOps for backlog, sprint, and work‑item management.

- Familiarity with Salesforce Service Cloud capabilities and core CRM configuration concepts.

- Ability to work with process modelling tools (e.g. BPMN tools, flow diagrams).

- Basic understanding of integration concepts (APIs, data migration workflows, interfaces).

- Proficiency in standard project management tools (e.g. MS Office, Confluence).

Languages

- Fluency in English (mandatory)

Nice-to-have Requirements:

- An understanding of Microsoft Dynamics 365 Service process structures and data flows would be beneficial

- Salesforce Certified Administrator

- Salesforce Certified Service Cloud Consultant

- Salesforce Certified Business Analyst

If you think you could be a good fit, don't hesitate to apply for this opportunity! 😉