Salesforce Customer Experience Analyst Jobs (NOW HIRING)

Position Summary
We are seeking a Senior Product Manager to lead the strategic vision, product roadmap, and enterprise adoption of Salesforce CRM and Analytics across our healthcare payer ecosystem. This role will serve as the bridge between business strategy and technology delivery—driving platform optimization, data-driven decision-making, and customer engagement across Sales, Service, and Care Management functions.

You will work cross-functionally with business stakeholders, data teams, engineering, and Salesforce developers to define and deliver scalable, compliant, and actionable solutions across Salesforce Sales Cloud, Service Cloud, and CRM Analytics (formerly Einstein Analytics). The ideal candidate brings strong experience in Salesforce strategy and governance, exceptional data fluency, and a deep understanding of healthcare payer operations.

Key Responsibilities

• Define and own the Salesforce CRM and Analytics product strategy aligned with enterprise objectives, focusing on payer-specific use cases (e.g., provider engagement, member support, care management, sales enablement).
• Translate business priorities into a clear Salesforce product roadmap, including data modeling, advanced reporting, dashboarding, and analytics solutions.
• Lead platform governance and standards, ensuring consistency, scalability, and alignment with security, compliance (e.g., HIPAA), and enterprise architecture.
• Oversee development of advanced dashboards, reports, and storytelling features in Salesforce CRM Analytics, leveraging SAQL, lenses, and datasets to support executive and operational decision-making.
• Partner with business and technical stakeholders to gather requirements and prioritize high-impact use cases across Sales, Service, and Operations.
• Lead strategic data integration initiatives, ensuring seamless connectivity between Salesforce, Snowflake, legacy systems, and external data sources.
• Collaborate with Salesforce developers and architects to define scalable solutions using Apex, LWC, SOQL, Async Apex, Visualforce, and automation tools (Flows, Process Builder).
• Champion data governance, access control, and compliance policies on the Salesforce platform, working closely with InfoSec and Data Privacy teams.
• Establish and track key KPIs and adoption metrics, ensuring continuous improvement in platform usability, data quality, and reporting accuracy.
• Serve as a thought leader on CRM analytics and Salesforce innovation, identifying opportunities to leverage emerging features, AI capabilities, and platform enhancements.

Required Qualifications

• 7+ years of product management or platform ownership experience, with at least 4 years focused on Salesforce CRM and analytics in a large enterprise environment.
• Experience in healthcare payer organizations with a strong understanding of payer business processes (e.g., member engagement, provider contracting, care coordination).
• Proven track record of leading cross-functional teams to deliver enterprise-grade Salesforce solutions, including Sales Cloud, Service Cloud, and CRM Analytics.
• Proficiency in Salesforce CRM Analytics (SAQL, dataflows, lenses, datasets, and dashboards), as well as a solid grasp of data visualization best practices.
• Hands-on understanding of Salesforce configuration and customization tools, including Apex, LWC, Flows, and security/sharing settings.
• Deep understanding of data modeling, ETL processes, and CRM data integration with systems like Snowflake or other third-party platforms.
• Strong communication, stakeholder engagement, and executive presentation skills.
• Experience implementing and maintaining Salesforce platform best practices, with a focus on scalability, compliance, and governance.

Preferred Qualifications

• Salesforce certifications (e.g., Salesforce Certified Administrator, Platform App Builder, or CRM Analytics & Einstein Discovery Consultant)
• Familiarity with payer-specific analytics use cases, including risk stratification, member segmentation, or provider network performance.
• Experience managing Salesforce COEs (Centers of Excellence) or participating in platform governance boards.
• Exposure to AI/ML capabilities within Salesforce CRM Analytics or roadmap planning for advanced predictive models.

Education

• Bachelor’s degree in Computer Science, Data Science, Business, or Healthcare Administration required.
• Master’s degree or equivalent experience in Product Management, Health Informatics, or Data Analytics preferred.