Salesforce Service Cloud Product Owner

2 tygodni temu

Warszawa, Mazovia, Polska ZnanyLekarz Pełny etat
Company Description

We are the largest digital healthcare platform in the world, present in 13 countries and currently connecting over 30 million patients to more than 2 million healthcare professionals. We seek to make the experience in health more human and we live and breath this mission.

We obsess over the challenge of minimizing patients' pain and helping healthcare professionals thrive managing their patients and expand their online presence. Through services that bring health to users, we provide a space for questions, opinions and a way to find the health professional that best fits your needs.

To deliver the best result, we have motivated people with an innovative spirit, giving everyone the opportunity to actively contribute and grow within the company. The DocPlanner team is our secret sauce and for the 2nd consecutive year we were recognized as a Great Place To Work. We love diversity because each unique individual's perspective makes us stronger. We encourage everyone to participate in our hiring process. We'd love for you to bring your unique skill set and join the team

We are in the moment of migrating new teams to Salesforce and helping with configurations and everyday maintenance of our internal users from Brazil, Mexico, Italy, and Spain. In the next iterations, we will successively add new countries.

The core tech stack for this role is Salesforce SalesCloud, Service Cloud, and relational databases.

Job Description

What will you do with us?

  • Manage OmniChannel
  • Manage all customer service inbound requests, mostly messaging in web and App (Chats) and Other messaging configurations like whatsapp.
  • Identify Possible process improvements and feature enhancements for the customer care and patient care teams.
  • Customize Salesforce objects, fields, page layouts, record types, search, list views, queues, reports and dashboards
  • Maintain security such as user accounts, sharing rules, user roles, user profiles, user permissions, field level security, groups, validations
  • Manage mass imports, updates and exports of data
  • Ensure data integrity, security and perform required audits reviews
  • Create and maintain automations (flows, approval processes, assignment rules, email automations)
  • Manage operational requests, change requests and troubleshoot issues, working with diverse user groups and potentially with business leaders
  • Assist in conducting training to business owners for new features and help with roll-out
  • Assist in developing and maintaining documentation on processes, policies, application configuration, and help related materials
  • Be responsible for the delivery of given SF projects and manage development, admin and tests throughout the development, testing and support phases.
  • Guide and support other team members to use best practices during design and implementation
  • Collection of requirements from the global stakeholders, translation of these requirements into Jira tickets, ticket refinement brought to the team and suggestion of solutions design applying best practices
  • Optimize existing builds to reduce technical debt and improve org health and efficiency.

Qualifications

What makes you a strong fit?

  • Advanced working knowledge of relational databases, design concepts and data management
  • Have an advanced understanding of the Salesforce platform and administration of it. Sales and mainly Service Cloud knowledge (mainly omnichannel, chats, embedded services, web-to case, whatsapp messaging...)
  • Proficiency with data manipulation tools and uploading techniques (Data Loader, Workbench, Inspector) and good analytical skills
  • Experience in working with international teams
  • Knowledge of agile methodology / processes
  • Understanding of business processes
  • Ability to troubleshoot system, process and data issues
  • Great communication skills, open to discussions, team-oriented, with a hands-on attitude
  • Demonstrate enhanced analytical, problem-solving, and logical skills, with the ability to lead others.
  • Fluent English
  • You master advanced Salesforce features (Flows, validations, complex formulas)
  • Implementation of solutions using best practices
  • Experience with release management tools

Which skills are 'bonus points'?

  • Experience working with API integrations,Salesforce migrations and APEX
  • Salesforce certifications, such as Salesforce Certified Administrator, Advanced Administrator, and Salesforce Certified Platform App Builder
  • Experience working with Hubspot
  • Advanced knowledge with reporting and dashboard management

Additional Information

True flexibility and work-life balance

  • Remote or hybrid work model with our hub in Warsaw.
  • Flexible working hours (fully flexible, as in most cases you only have to be on a couple of meetings weekly).
  • 21/26 days of paid time off (depending on your contract).
  • Additional paid day off on your birthday or work anniversary (you choose what you want to celebrate).

Health comes first:

  • Private healthcare plan with Signal Iduna for you and subsidized for your family.
  • Multisport card co-financing for you to have access to sports facilities across Poland.
  • Access to iFeel, a technological platform for mental wellness offering online psychological support and counseling.

Keep growing with us:

  • Free English classes.

What does the recruitment process look like?

  • A 30-minute meeting with Miljana Radmilovic - Talent Acquisition Partner.
  • A 60-minute technical interview with Angelica Perez Celini - Salesforce Team Leader.
  • Meeting with Dawid Pietrołaj - Head of CRM and Payments.
  • Team coffee and final discussions.

The entire recruitment process will be conducted remotely.

We promote and embrace equal opportunities in our hiring process, and also every day at work. When you apply for our roles you receive equal treatment regardless of age, disabilities, gender reassignment, marital or civil partner status, pregnancy or parental status, race, color, nationality, ethnic or national origin, religion or belief, sex, sexual orientation or any other dimension of human difference. If you require additional support in your recruitment process, we kindly encourage you to let us know. Behind those words you're reading, there's a person (hi) who already helped a candidate by adapting the interviews, and now we're lucky to have this person with us. So, even if you've never asked for it before, may this serve as a sign that, now, you can do so. We can only truly be equal if we adapt to each other.

"We believe all humans, in all their beautiful diversity, should have equal rights, dignity and respect. Period." Mariusz Gralewski, CEO
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