Ground Control, Not the Pilot : The True Role of Project Managers in Salesforce Implementation Projects

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As a #ProjectManager you would have heard it and imagined many times that project managers are the "pilots" guiding their teams and clients to success. This analogy, while popular, In my experience is not be the most accurate depiction of the role.

The reality is that project managers are not the pilots—they are the ground control. The true pilots of a project are the clients, who steer the vision, define the destination, and make critical decisions that impact the course of the project.

Here is what I have seen and experienced.

The Clients: The True Pilots

When it comes to the implementation of #Salesforce projects, clients know what they want. Period!!!

They set the goals, determine the priorities, and define the outcome. They make the tough calls when conditions change, adjust the project’s course when necessary, and ultimately decide the destination. Why ? Because they understand the bigger picture of how their business should and will run, better than anyone else. And i have seen their decisions shape the trajectory of the entire project....for good, most of the times.

While project managers hold the knowledge of processes, timelines, and resources, it is the clients who provide the final guidance on direction. A successful project manager understands that their role is to facilitate the pilot’s journey, not to dictate it. They must empower clients to make decisions and adjust strategies based on real-time feedback.

Project Managers: The Ground Control

Hate it or Love it, the reality is that as a Project Manager your role is similar to that of "Air traffic / Ground control". You’re not deciding where the plane goes, but you’re making sure it stays on track, keeping everything in motion. You’re the one communicating with the team, managing resources, and making sure deadlines are met. You help the client adjust when turbulence hits. Your job is to ensure everything works seamlessly behind the scenes so that the client’s vision can take flight.

Here is what it really mean for project managers?

1. You’re the Facilitator, Not the Decision Maker – You don’t have to have all the answers. Instead, you help the client find theirs.
2. You’re the Support System – You help mitigate risks, manage communication, and solve problems—often before they even reach the client’s attention.
3. You’re the Timekeeper – You manage timelines and resources, ensuring the project stays on schedule while being flexible to change when needed.

Here’s where you shine. Your value lies in your ability to empower the client. By being proactive, communicating clearly, and handling the logistics, you free up your clients to focus on what matters most—making decisions. You act as a bridge between the vision and the execution, ensuring that things don’t just look good on paper but actually come to life.

The biggest mistake a project manager can make is thinking they need to take control of everything. When you start taking on the role of the pilot, you risk making decisions that should belong to the client, missing their vision, or creating tension. When PMs fall into the trap of micromanaging or trying to steer the project themselves, they inadvertently slow things down and become a bottleneck.

Here is how you can achieve the "Shift in your Mindset" in 4 Easy Steps!

1) Listen First, Lead Second – Understand the client’s vision fully before offering solutions. Your expertise is valuable, but it’s their project, and their decisions should guide the way.

2) Empower, Don’t Dictate – Help clients make informed choices without overstepping. Offer them the data, insights, and recommendations they need to make the best decisions.

3) Adapt to Change – Projects rarely go exactly as planned. Be flexible. Adapt to changing priorities and steer the project in new directions when needed.

4) Build Strong Relationships – Create trust with your clients by being transparent and open. When they feel confident in your support, they’ll feel empowered to make decisions and push the project forward.

By adopting the mindset of ground control, you can become a better leader—not through control, but through support. Clients feel more confident when they’re in the driver’s seat, and this strengthens collaboration and leads to a smoother project journey.

Ultimately, this shift is about empowering others—and in doing so, empowering yourself. Projects become less about you and more about the client’s vision. As you play your role in keeping everything running smoothly, you’ll find your impact is deeper, more valuable, and more lasting.

So here is what's next... Answer this question.

Are you empowering your clients to be the pilots of their projects? Or are you unintentionally taking on that role yourself? Reflect back on a few projects, where things didn't go your way, you kept guessing what went wrong.

If you’re ready to shift gears, start by thinking of yourself as the steady support system that enables your client’s success. Because when the client’s in control, everyone wins.