Salesforce Project Manager

Posted 1 year ago

SalesForce Project Manager – JO 2568

Project Location: Toronto, Ontario

Contract Term: 1 year to start with; possible extension up to six months

Assignment Description

The Project Manager will be responsible for the Customer Relationship Management (CRM) system implementation. The project scope is to implement an enterprise wide customer service and incident management solution with a cloud-based integrated solution.


  • Manage the implementation of the new CRM / Salesforce system
  • Manage all competitive procurement processes required to support the project
  • Work closely with Purchasing to facilitate the procurement process
  • Manage all phases of the implementation of the chosen solution, including the coordination of all follow-up activities related to the subsequent phases of the business vision
  • Create a shared business vision among stakeholders
  • Play a key role as a CRM / SalesForce business analyst liaising between business stakeholders, technical teams, and testing teams are aligned.
  • Coordinate all activities required to realize the solution’s delivery including, but not limited to, scope, budget, schedule, quality, communications, change, and resource management
  • Analyze/Document benefits expected from CRM implementation
  • Work closely with stakeholders to elicit and analyst requirements, identify gaps, develop designs and implement SalesForce functionality requirements as required
  • Ensures the use of best practices and applies lessons learned from previous projects; shares findings with other project management team members
  • Proactively manages client communications and expectations to ensure client satisfaction in partnership with the development team
  • Defines and scopes client requirements and deliverables
  • Creates and maintains detailed project plans
  • Experience working within a PMO and working against those controls
  • Experience with supporting the establishment of managed services or support frameworks within an organization
  • Manage other smaller projects as assigned by the Hiring Manager


  • University degree in computer science, engineering or equivalent discipline
  • Work experience on IT projects with Software as a Service (SaaS) and application development focus
  • Minimum five (5) years of enterprise experience implementing projects involving CRM software and technologies (i.e.
  • Experience performing business analysis on information technology software and applications projects
  • Hands-on experience in leading and building business process mapping and design


  • Proven experience leading all phases of IT technical projects from inception to implementation and delivering them on time, on budget and with superior quality
  • Demonstrated ability to establish and maintain effective relationships with corporate clients, vendors, and team members: strong customer service orientation
  • knowledge particularly around Service Cloud Implementations and Community Implementations
  • Understanding of the different products and licensing implications
  • Implementation experience of using Service Cloud for Customer Service environments
  • Implementation of using cases in Salesforce for Case Management environments
  • Implementation experience of implementing into greenfield sites with other technology
  • Demonstrated superior problem solving skills
  • Superior teamwork, interpersonal, organizational and facilitation skills
  • Expert Business Analysis skills
  • Experience with Salesforce modules including: Lightning, Sales Cloud and Service Cloud
  • Agile experience
  • Very strong oral and written communication skills
  • Very strong competency with MS Office Suite (e.g., Word, Excel, PowerPoint, Visio)
  • Demonstrated experience with Project Management tools
  • Demonstrated ability to be an effective representative of the Toronto Public Library and its IT Department when dealing with people from outside the organization
  • Demonstrated ability to provide leadership, show initiative and self-direction, maintain currency of knowledge, and identify and solve problems that require investigation and creativity, under sustained pressure in a results-oriented team environment


  • Project Charter
  • Scope and Business Requirements with business vision
  • RFx and any other documentation required for the procurement process
  • Project Plans addressing the Execution, Implementation, Migration, Testing and Training
  • Issues and risks logs, project status reports, project financials tracker and any other documentation required for the successful implementation of the project
  • Implementation of all phases of the project including, but not limited to, pilot, rollout, etc.

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