Overview

The Product Owner, Salesforce Administrator supports our Product organization in enhancing and maintaining our Salesforce platform - specifically Service Cloud, Experience Cloud, Data Cloud, Einstein, Next Best Action, and Service Cloud Voice. This role will be instrumental in delivering innovative solutions that power our Patient Support Hub services. You will work cross-functionally with product managers, developers, business analysts, and operations teams to optimize the CRM ecosystem that enables efficient and compassionate patient services.

Responsibilities

1. Service Cloud Support and Platform Administration: Configure and support Salesforce Service Cloud and Service Cloud Voice, including omnichannel routing, case management, and telephony integration. Manage users, roles, profiles, permission sets, and other core administrative functions. Perform routine maintenance and upgrades across Salesforce environments.
2. Project and Feature Deployment: Participate in Agile/Scrum sprints. Translate product requirements into configuration, testing, and release management plans.
3. Experience Cloud Management: Administer and optimize patient-facing Experience Cloud sites to ensure seamless engagement and compliance.
4. Einstein and Next Best Action: Collaborate with stakeholders to implement Einstein Analytics and Next Best Action frameworks, including configuration of insights and rule-based recommendations.
5. Data Cloud and Data Management: Support integration and data flow between Salesforce Data Cloud and other internal systems. Monitor data integrity, deduplication, and security.
6. Training and Documentation: Develop and deliver training sessions for users. Maintain process documentation and system knowledge base.
7. Compliance and Security: Ensure solutions meet regulatory standards such as HIPAA and follow organizational security policies.

Qualifications

Experience:

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field (equivalent work experience will be considered in lieu of formal education)
• Preferred candidates will hold one or more of the following certifications:
  
  • Salesforce Certified Administrator (required)
  • Salesforce Certified Advanced Administrator
  • Salesforce Certified Business Analyst (peferred)
  • Salesforce Service Cloud Consultant
  • Salesforce Experience Cloud Consultant
  • Salesforce Data Cloud Consultant
  • Salesforce AI Associate or Einstein Certifications
  • Salesforce Platform App Builder (a plus)
• 3-5 years of Salesforce administrator experience, preferably within Service Cloud and/or Experience Cloud environments
• Experience supporting healthcare, life sciences, or patient support services
• Demonstrated success working with cross-functional teams in a product-driven organization
• Hands-on involvement in integrating Service Cloud Voice, Next Best Action, or Data Cloud

Skills:

• Configuration: strong skills in creating flows, validation rules, reports, dashboards, and automation tools
• Communication: effective verbal and written communication skills across technical and non-technical stakeholders
• Problem-Solving: proven ability to diagnose issues and implement scalable solutions within an agile environment
• Data Management: competence in handling large data sets, performing imports/exports, and managing integrations
• Project Coordination: experience working in sprints, managing JIRA tickets, and participating in release cycles

Knowledge:

• Deep understanding of Salesforce architecture, object relationships, Lightning Experience, and security model
• Functional knowledge of case management, telephony integration, and Experience Cloud site structures
• Familiarity with HIPAA compliance and data privacy principles within CRM systems
• Understanding of data modeling and data flows between external systems and Salesforce
• Functional knowledge of patient support services, including but not limited to benefit verification, prior authorization, and appeal, and free goods

Competencies:

• Customer Focus: understands and anticipates end-user needs, with a passion for supporting patient engagement
• Collaboration: works effectively with product managers, architects, developers, and support teams
• Adaptability: thrives in a fast-paced environment with shifting priorities and new technologies
• Innovation: continuously seeks ways to improve processes and leverage Salesforce advancements
• Accountability: takes ownership of issues and follows through on commitments with attention to detail

May require travel up to 20% for customer and team meetings.

Compensation & Benefits: This position offers opportunities for a bonus (or commissions), with total compensation varying based on factors such as location, relevant skills, experience, and capabilities.

Employees at ConnectiveRx can access comprehensive benefits, including medical, dental, vision, life, and disability insurance. The company regularly reviews and updates its health, welfare, and fringe benefit policies to ensure competitive offerings. Employees may also participate in the company's 401(k) plan, with employer contributions where applicable.

Time-Off & Holidays: ConnectiveRx provides a flexible paid time off (PTO) policy for exempt employees, covering sick days, personal days, and vacations. PTO is determined based on an employee's first year of service. Employees also receive eight standard company holidays and three floating holidays annually, with prorations applied in the first year.

The company remains committed to providing competitive benefits and reserves the right to modify employee offerings, including PTO, STO, and holiday policies, in accordance with applicable laws and regulations.

Posted Salary Range

USD $83,000.00 - USD $105,600.00 /Yr.