Project Manager - Salesforce POC (Public Sector)

• 1-year contract, renewable
• Government project
• Hybrid work arrangement

We are undertaking a Proof of Concept (POC) to evaluate Salesforce, a Software-as-a-Service (SaaS) Customer Relationship Management (CRM) platform, and its suitability for MOM’s case management and customer service requirements.

You will work with officers from the Customer eXperience Department (CXD) and Information Systems & Technology Department (ISTD) to plan and coordinate the POC. The evaluation will cover end-to-end case processing, representative user journeys and operational scenarios, including AI-assisted functions.

Responsibilities

• Plan and coordinate end-to-end case processing scenarios to assess the platform’s core functional and technical capabilities.
• Work with business and technical stakeholders to select representative user journeys and evaluation criteria, covering the maximum practicable scope within the POC period.
• Coordinate scenarios for a major, high-volume user journey, relevant escalations, operational and management reporting, and supervisor review and vetting.
• Evaluate relevant AI-assisted functions, including:Automated customer interaction loggingSmart triaging and routingSimilar case detection and context summarisationTrend and sentiment analytics reporting
• Coordinate collaboration scenarios involving multiple users, teams or external parties, where relevant.
• Gather and assess evidence from test scenarios and data, and document the platform’s strengths, limitations, dependencies and capability gaps.
• Present findings that help MOM understand how the platform supports its business and operational requirements, and provide a basis for assessing business value and expected outcomes before any full-scale implementation.
• Support MOM officers through knowledge transfer and capability building during the configuration, implementation and evaluation activities.

Experience and Skills

Relevant experience in project management, stakeholder coordination and the evaluation or implementation of CRM platforms would be advantageous. Experience with Salesforce SaaS CRM projects of a similar scale and scope is also valued.

The following experience will be considered advantageous:

• Training and capability building: Developing and delivering training to help business and operational users use CRM platforms and AI-assisted solutions effectively.
• Knowledge transfer and mentoring: Providing hands-on coaching, advisory support and knowledge transfer to project teams throughout solution configuration, implementation and evaluation.
• Documentation and best practices: Producing implementation artefacts, operating procedures, governance frameworks, user guides, templates and recommendations to support future adoption.
• CRM and AI implementation: Delivering projects of similar scale and scope using Salesforce SaaS CRM, with project references and user contacts.
• Operational readiness: Building internal capabilities so MOM officers can manage, administer, enhance and optimise the solution beyond the engagement.

/Ref: T24-277