CRM Program Analyst

Principal Accountabilities

• Support digital technology transformation through CRM platforms including Sales Cloud, Service Cloud, and Vlocity portals.
• Responsible for managing CRM enhancements and day-to-day operations across integrated Salesforce environments; and for gathering and translating constituent input and feedback into clear, concise and actionable digital platform requirements.
• Collaborate with other Product Managers and business stakeholders to support roadmap execution and continuous improvement.
• Participate in backlog grooming, testing efforts, and incident resolution to ensure smooth product delivery.
• Define and document new customer journeys and business processes and operations where needed to facilitate change.
• Responsible for testing outcomes to ensure that delivery of requirements aligns with objectives, expectations, and KPIs.

• Bachelor’s degree required; additional experience/specialized training may be considered in lieu of educational requirement

• 3 – 5+ years of relevant, professional work experience required
• Experience in the health plan industry preferred
• Experience with CRM platform management - requirements development and user acceptance testing required
• Health plan functional and technical domain/platform acumen preferred
• Excellent communication skills (verbal, written, presentation, influencing and persuading) required
• Ability to tackle complex tasks, and to shift responsibilities based on priorities required
• Proficiency in Microsoft Office suite, including advanced Excel skills required
• Experience with Project Management tools; preferably JIRA required
• Sound judgment, decision-making, organizational, analytical, logical structuring, and problem-solving skills required
• Self-starter with the ability to manage a project independently required
• Team player willing to support and contribute, as needed required
• Ability to work and adapt in a fast-paced and dynamic environment in a matrix organization required
• Ability to challenge the status quo and serve as a change agent to drive the business and technology transformation.
• Ability to interact directly and independently at various levels of the organization.