Salesforce Product Analyst

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.

Key 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.

Qualifications:

• 2+ years of hands-on experience with implementing Sales, CPQ and 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

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.