Salesforce Product Analyst
About this role
Secure Every Identity, from AI to Human
Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.
This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.
The Technology, Data and Intelligence Team
This role joins the Technology, Data and Intelligence organisation and plays a critical part in realising our vision to accelerate the delivery of business outcomes across Okta by driving clarity, collaboration, and accountability in everything we do.
We are seeking a dynamic and highly skilled Product Analyst with expertise in Salesforce Experience and Service Cloud processes, provisioning, post-contract processes, and case management. This role is designed to drive improvements in the sales-to-support workflow, optimise Salesforce integrations with product systems, and enhance customer support operations.
The ideal candidate will collaborate closely with cross-functional teams to leverage data insights and identify opportunities for process improvement and efficiency gains. You will play a pivotal role in aligning business requirements with technology solutions to ensure seamless customer experiences and operational success.
Responsibilities
- Salesforce Expertise:
- Deep knowledge of Salesforce Experience & Service Cloud
- Automation knowledge with a focus on Flows
- Good understanding of Salesforce data and security model
- Knowledge in the area of AI
- Workflow Optimization: Analyse and optimise sales-to-support workflows to ensure smooth transitions from sales to post-sales support.
- System Integration: Work on integrating Salesforce with product systems to ensure seamless data flow and interoperability, facilitating efficient operations.
- Process Efficiency: Drive process improvements by analysing current systems, identifying bottlenecks, and implementing best practices for efficiency.
- Stakeholder Collaboration:
- Partner with business stakeholders, including sales, customer support, and product teams, to ensure the solutions meet operational needs.
- Be a great partner to help define roadmaps and business priorities across all domains
- Data-Driven Insights: Utilise data analytics to generate insights that guide decision-making and help enhance overall performance and customer satisfaction.
- Case Management & Support Operations: Improve case management processes to provide efficient, effective customer support, while leveraging automation tools and workflows.
- System Handson:
- Design and build solutions for Salesforce and related systems.
- Own system configuration and user setup as needed.
Requirements
- 2+ years of hands-on experience with implementing Sales, Experience or Service cloud.
- Strong understanding of Salesforce integrations, including between Salesforce and product systems.
- Configuration & Integration experience, including cross-functional processes.
- Problem-solving and critical thinking skills, technical understanding, and the ability to articulate complex ideas.
- Ability to collaborate effectively with various business teams and stakeholders.
- Self-starter that seeks solutions without being told. Delivers high-quality, accurate work on time.
- Strong problem-solving skills with a process improvement mindset.
- Experience driving the end-to-end lifecycle, from conception to launch, as well as post-launch support
- Ability to own features through the entire lifecycle
- Good communication with implementation teams
- Strong understanding of AI solutions in support of analytical work
- Why Join Us:
- Work in a fast-paced, innovative environment that values continuous learning and growth.
- Collaborate with cross-functional teams and make a direct impact on the business.
- Opportunity to drive strategic improvements and shape the future of our Salesforce-based processes.