Director – Salesforce Service Cloud Solutions

Director – Salesforce Service Cloud Solutions

Requirements

• Bachelor’s degree in Healthcare Administration, Business, Computer Science, or related field (Master’s preferred).
• 15+ years of CRM experience with 10+ years in Salesforce Service Cloud leadership, including in healthcare or life sciences.
• Strong knowledge of healthcare CRM use cases—provider management, patient outreach, contact center optimization, and referral growth.
• Familiarity with Salesforce Health Cloud, Experience Cloud, Marketing Cloud, and Lightning components.
• Proven track record deploying AI and Mulesoft RPA technologies to optimize CRM processes and drive operational efficiency.
• Understanding of healthcare compliance requirements: HIPAA, HITECH, CCPA, etc.
• Demonstrated experience with AI in CRM, case management automation, and Salesforce analytics.
• Excellent leadership, stakeholder engagement, and vendor management skills.
• Salesforce certifications (e.g., Salesforce Administrator, Sales Cloud Consultant, Service Cloud Consultant) strongly preferred.
• Hands-on experience with Salesforce platform architecture and automation tools (e.g., Flows, Process Builder, Apex).
• Strong domain knowledge in sales pipeline management, service case workflows, SLAs, and customer journey optimization.

Responsibilities

• Lead the strategic roadmap and implementation of Salesforce Service Cloud to support global customer and patient service operations ensuring CRM capabilities align with evolving business needs
• Champion the use of Salesforce Agentforce AI for predictive service to lead the transformation of our contact center operations across customer and patient journeys
• Partner with digital, operations, IT, and care teams to transform service journeys across channels (phone, email, portal, SMS, chat).
• Deploy RPA solutions to streamline repetitive tasks, reduce manual overhead, and boost workforce productivity across the sales and service lifecycle. Collaborate with data, automation, and business teams to deliver end-to-end intelligent process automation.
• Own the strategy, design, implementation, and governance of Salesforce Sales and Service Cloud for healthcare sales and support functions.
• Collaborate with business leaders across provider outreach, referral networks, care coordination, contact centers, and sales teams to align CRM capabilities with operational and clinical goals.
• Integrate Salesforce with potential 3rd-party apps to enhance the healthcare engagement lifecycle.
• Drive CRM data governance, interoperability, and alignment with EHR, ERP, CDP, and analytics systems.
• Leverage AI and automation (e.g., Salesforce Einstein, GPT-based service assistants, auto case routing) to streamline workflows and improve care team productivity.
• Ensure the CRM environment is secure, scalable, and compliant with HIPAA, CCPA, and other healthcare data regulations.
• Lead cross-functional delivery teams, internal CRM admins/developers, and external implementation partners to execute the CRM roadmap.
• Measure success through KPIs such as provider satisfaction, sales pipeline velocity, case resolution times, and patient engagement outcomes
• Build and lead a high-performing team of Salesforce developers, business analysts, admins, and offshore resources.

Preferred Qualifications

• Experience in life sciences, biotech, or other regulated industries.
• Familiarity with tools such as UiPath, Automation Anywhere, or Salesforce-native RPA solutions.
• Salesforce certifications (e.g., Service Cloud Consultant, Application Architect).
• Expertise with SaaS application strategy, cloud migration, and enterprise integration.