Technical Program Manager, Corp Apps (CRM Support)

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Position Summary

The Technical Program Manager, Corp Apps, is experienced in Salesforce Sales Cloud and manages day to day CRM support processes working closely with our AMS (Application Management Services) team. The individual understands and communicates issues and priorities with the support team in order that these are addressed in a timely manner.  The individual should have a knowledge of SOX audit requirements around ITAC and ITGC controls.

Responsibilities

• Understand all aspects of a Salesforce System Administrator Sales Cloud such as user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, configuration changes, root cause analysis
• Manage and triage user support tickets and contribute to resolution by identifying and gathering issues and requirements from users
• Sandbox environment management
• Monitor user adoption
• Data support/error resolution management for end users as well as implementing rules and automation as needed to improve Salesforce data quality
• Work with AMS team to triage tickets daily and review aging tickets weekly for closure and progress to reduce open ticket volume
• Pull data extracts for analysis, run reports to provide answers, help business users come up to speed with features and functionality
• Participate in daily Scrum calls and provide status updates
• Document and keep up to date support process documentation
• Proactive system maintenance including release updates, health checks, optimizer, and security reviews
• Support quarterly audit requests for transactions, logs and related evidence for approvals of specific changes in the system

Required Skills and Experience

• Minimum 2+ years of Salesforce Sales Cloud Experience, 3+ years’ experience overall
• Salesforce Sales Cloud System Administrator Certification
• Awareness of recent and upcoming updates to the Salesforce platform
• Knowledge and experience with Security and Compliance (SOX Audit Controls ITGC and ITAC)
• Proficient in working in a highly collaborative, fast-paced environment requiring strong communication and teamwork skills, as well as the ability to adapt to shifting priorities
• Ability to work both independently and within a team environment
• Ability to facilitate communication between business partners and technical delivery teams
• Experience with Jira and managing ticketing systems and reporting/presenting to leadership
• Strong English skills

Why Join Teladoc Health?

A New Category in Healthcare:  Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.  
Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.  
Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.  
Focus on PEOPLE:  Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment. 
Diversity and Inclusion:  At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.  
Growth and Innovation:  We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.  

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.