Director, Salesforce Service Cloud Solutions
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Director, Salesforce Service Cloud Solutions
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Natera is seeking a strategic and innovative Director to lead the Salesforce function with a primary focus on Service Cloud, RPA, and its ecosystem. This role is crucial for driving commercial performance, customer engagement, and service excellence, by leveraging AI, Robotic Process Automation (RPA), and scalable Salesforce solutions. The ideal candidate will blend deep CRM Service Cloud expertise with a forward-looking vision for digital transformation and operational efficiency. The Director will work cross-functionally to define and execute the CRM roadmap, enabling stronger patient engagement, sales efficiency, service excellence, and data-driven decision-making, while ensuring compliance with HIPAA and healthcare-specific regulations. Key responsibilities include leading the strategic roadmap and implementation of Salesforce Service Cloud to support global customer and patient service operations, championing the use of Salesforce Agentforce AI for predictive service, partnering with digital, operations, IT, and care teams to transform service journeys across channels, deploying RPA solutions to streamline repetitive tasks, owning the strategy, design, implementation, and governance of Salesforce Sales and Service Cloud for healthcare sales and support functions, collaborating with business leaders across provider outreach, referral networks, care coordination, contact centers, and sales teams, integrating Salesforce with potential 3rd-party apps, driving CRM data governance and interoperability, leveraging AI and automation to streamline workflows, ensuring the CRM environment is secure, scalable, and compliant with healthcare data regulations, leading cross-functional delivery teams and external partners, measuring success through KPIs, and building and leading a high-performing team. Qualifications include a Bachelor’s degree (Master’s preferred), 15+ years of CRM experience with 10+ years in Salesforce Service Cloud leadership in healthcare or life sciences, strong knowledge of healthcare CRM use cases, familiarity with Salesforce Health Cloud and other Salesforce products, proven track record deploying AI and RPA technologies, understanding of healthcare compliance requirements, Salesforce certifications preferred, and strong leadership and stakeholder engagement skills. Preferred experience includes life sciences or biotech, familiarity with RPA tools, and expertise with SaaS strategy and enterprise integration. The pay range is listed as $1 - $1 USD, with actual compensation based on various factors including skill set and location. Natera is a global leader in cell-free DNA testing dedicated to oncology, women’s health, and organ health, offering competitive benefits and a diverse and inclusive workplace.
Seniority level
Seniority level
Director
Employment type
Employment type
Full-time
Job function
Job function
Consulting, Information Technology, and Sales
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