Salesforce CRM Strategy & Optimization Product Manager

Ready to help us transform healthcare? Bring your true colors to blue. 

The Salesforce CRM Strategy + Optimization Product Manager is the key business leader within a fusion team (Business + Enterprise Technology) that drives vision, strategy, execution, and optimization for the Commercial Markets Division Salesforce platform. This role represents the needs of the customer, operating within an agile product management framework, ensuring delivery of business objectives, while leading a high-performance team.

Please note this position is eligible for the Flex persona with expectations of working hybrid, going into the office 2 days a week (Hingham or Boston).

Vision, Strategy, + Planning

• Develop and articulate a clear vision and short and long-term strategy for the CRM’s operational product roadmap, that builds upon the existing Salesforce CRM with a focus on delivering user friendly tools that align with broader business outcomes.
• Responsible for overseeing multi-year roadmap, planning and strategies, scope management, and transformation for the Salesforce CRM and related tools.  This includes maintenance and portfolio planning, and impact and ROI assessment.   
• Ensure a balanced approach that addresses immediate needs while planning for long-term growth to deliver a sustainable roadmap for the platform.
• Utilize data analytics and market insights to refine the platform strategy and enhance user engagement, sales productivity, and operational efficiency.

Executing the Roadmap:

• Lead and manage Salesforce CRM implementation and enhancement projects from inception to completion.
• Collaborate with technical teams to define and prioritize feature sets that enhance platform functionality and user experience.
• Lead transformation initiatives to ensure smooth adoption of new features and workflows.
• Partner with business leaders, vendors, and technology teams to deliver projects, process, and operational changes that sustain a robust revenue stream for the Commercial Markets Division. 

Driving Adoption + Optimization:

• Lead development and sustainment of a comprehensive, integrated business transformation, adoption and enablement plan for all major Salesforce CRM eco-system processes.
• Build and maintain strong relationships, as the primary point of contact for the Commercial Markets Division-related initiatives, liaising with internal and external stakeholders to ensure alignment and support for the platform strategy.
• Act as a champion for the platform, promoting its value and encouraging usability and adoption across the organization.
• Develop training programs and materials to support local end-users and maximize platform utility.
• Develop and execute usability testing practice to ensure ease of use and increased adoption.

Leadership

• Drive a high-performance team responsible for strategy and optimization, usability and adoption, and training.
• Develop team to provide project management, business process optimization, end-user support and training and Salesforce CRM expertise to initiatives.
• May need to hire and manage contracted resources based on platform initiatives and needs.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties.

Business acumen with tech forward perspective

• Salesforce CRM experience, with a technology mindset, is required
• Demonstrated experience in managing technology products, preferably CRM platforms, with a focus on delivering consumer-centric solutions.
• Experienced with optimizing CRM platforms within distributed organizations, and in developing use cases which drive value and impact.
• Ability to lead business process prioritization that ultimately delivers on stated business value.

Analytical + Data Driven Mindset

• Analytical and problem-solving expertise
• Strong analytical skills with proficiency in data analysis tools.
• Deep understanding of consumer data capture, segmentation, and utilization for personalized experiences.

Transformational Leadership

• Exceptional communication and leadership abilities, with the skill to engage and influence internal and external stakeholders.
• Experience with Agile development processes, capable of working in fast-paced environments, and adept at managing change through iterative development and feedback.
• Skilled in developing strategies and approaches to maximize the impact the data has through execution of tailored/personalized experiences.
• Lead with curiosity to test and learn capabilities beneficial in building out our Revenue Technology stack.

Relevant Experience

• BA | BS in Business, Information Technology, or equivalent work experience, MBA preferred
• 10+ years of Salesforce platform or B2B revenue related tools experience preferred
• Basic knowledge of SQL and HTML is desirable.
• Experience defining technology-enabled business processes for B2B Sales, and working directly with Sales colleagues.
• Driving adoption of technology tools through change management, value-messaging, technology and process integration, and working with enablement leaders.
• Proven ability to deliver outstanding results in a globally distributed team environment within a fast-paced Agile development environment.
• Health Insurance | Managed Care industry experience preferred.

Certifications

• Salesforce.com certifications (e.g., Salesforce Administrator, Salesforce Advanced Administrator) preferred.
• Agile experience required, Scrum | Agile Coach, or Scrum Certification preferred.

Leadership Competencies + Personal Attributes

• Outstanding communication, presentation and leadership skill with the ability to engage and influence internal and external stakeholders at all levels of the organization.
• Natural people leader, mentor and talent magnet.
• Collaborative, adaptable, and able to establish long-lasting relationships. Enjoys working with diverse people and driving the tam toward a common goal.
• High ethical standards and trustworthiness, acting consistently with transparency and accountability.
• Visionary with strong execution and creative problem-solving skills, who is adept at developing strategies and approaches to maximize short and long-term impacts, and business results that support the organization's key goals.
• Proactive and solution-oriented mindset with the ability to translate business goals into technology solutions.
• Excellent organizational and time management skills
• Sharp analytical and creative problem-solving skills
• Intellectual curiosity with a hunger to learn and seek new challenges

#LI-HYBRID

Minimum Education Requirements:

High school degree or equivalent required unless otherwise noted above

LocationBoston, HinghamTime TypeFull time

Salary Range: $170,820.00 - $208,780.00

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the range may be modified in the future.  An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.

This job is also eligible for variable pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

Note:  No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

WHY Blue Cross Blue Shield of MA?

We understand that the confidence gap and imposter syndrome can  prevent  amazing candidates coming our way, so please don’t hesitate to apply. We’d love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It’s in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.

As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting our Company Culture page. If this sounds like something you’d like to be a part of, we’d love to hear from you. You can also join our Talent Community to stay “in the know” on all things Blue.

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. For more information on how we work and support that work/life balance visit our "How We Work" Page.