Salesforce Business System Analyst

Summary

Join Omada Health as a Salesforce (SFDC) and Gainsight Analyst to play a crucial role in enhancing the customer experience and supporting B2C marketing efforts through the effective use of our Salesforce and Gainsight platforms. Your expertise will drive the implementation and optimization of customer-centric solutions, streamline dataflow to support marketing processes, and deliver data-driven insights to improve customer engagement and satisfaction.

Requirements

• Bachelor’s degree in Information Technology, Business, Marketing, or a related field
• 5+ years of experience with Salesforce administration and development, and 3+ years with Gainsight in a B2C environment, preferably within digital health or similar industries
• Salesforce certifications (e.g., Salesforce Certified Advanced Administrator) a must and Gainsight Administrator certification are highly desirable

Responsibilities

• Lead the design and implementation of Salesforce and Gainsight solutions to develop, execute, and optimize customer journeys and touchpoints to enhance the Customer Experience team’s ability to engage customers and launch successful marketing campaigns
• Oversee customization of Salesforce and Gainsight, including custom objects, workflows, process builders, validation rules, and approval processes, reporting, and dashboards tailored to the needs of Customer Experience and B2C Marketing team
• Support the development and management of playbooks, health scores, and success plans within Gainsight to drive proactive customer engagement
• Ensure flawless integration between Salesforce, Gainsight, and other systems to maintain a cohesive view of customer interactions
• Implement data governance and integrity protocols to ensure accuracy and consistency across platforms
• Support the build of datasets for Revenue Operations Managers and Forecasting Team to develop insightful reports and dashboards that measure the effectiveness of customer engagement efforts and B2C marketing strategies
• Support detailed data analyses to uncover opportunities, trends, and areas for improvement in customer experience
• Handle inbound user requests, troubleshoot, and respond to them in a timely manner
• Partner with cross functional stakeholders to understand business needs and translate them into technical solutions
• Provide expert guidance and training to users, promoting effective use of Salesforce and Gainsight capabilities to achieve business goals
• Stay abreast of industry trends, best practices, and platform updates to drive continuous improvement and innovation in customer experience strategies
• Propose and lead initiatives to implement new technologies and methodologies that enhance customer satisfaction and retention

Benefits

• Competitive salary with generous annual cash bonus
• Stock options
• Remote first work from home culture
• Flexible Time Off to help you rest, recharge, and connect with loved ones
• Generous parental leave
• Health, dental, and vision insurance (and above market employer contributions)
• 401k retirement savings plan
• Two giftable Omada enrollments per calendar year
• Lifestyle Spending Account (LSA)
• Mental Health Support Solutions