Senior 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 Business Technology Team
This role joins the Business Technology organization and plays a critical part in realizing 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 Service Cloud and Experience Cloud processes with additional understanding of Sales Cloud, provisioning, post-contract processes. This role is designed to drive improvements in the sales-to-support workflow, optimize 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 and hands on with Flows
- Great understanding of Salesforce data and security model
- Knowledge in the area of AI usage
- Strong motivation to mentor others
- Workflow Optimization: Analyze and optimize sales-to-support workflows to ensure smooth transitions from sales to post-sales support.
- System Integration: Work on integrating Salesforce with product systems, ensuring data flow and system interoperability for seamless operations.
- Process Efficiency: Drive process improvements by analyzing 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: Utilize 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
- 5+ years of hands-on experience with implementing Sales, Experience or Service cloud.
- Strong motivation and skill to own features through the entire lifecycle
- 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.
- Strong understanding of AI solutions in support of analytical work
- Experience in driving teams
- Why Join Us:
- Work in a fast-paced, innovative environment that values continuous learning.
- 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.